Senior Digital Programs Manager

About Mixpanel Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions. Over 9,000 paid customers, including companies like Netflix, Pinterest, Sweetgreen, and Samsara, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all. About the Customer Success Team Mixpanel’s Customer Success & Solutions Engineering teams are analytics consultants who embed themselves within our enterprise customer teams to drive our customer’s business outcomes. We work with prospects and customers throughout the customer journey to understand what drives value and serve as the technical counterpart to our Sales organization to deliver on that value. You will partner closely with Account Executives, Account Managers, Product, Engineering, and Support to successfully roll out self-serve analytics within our customer’s organizations, help the customer manage change, execute on technical projects and services that delight our customers and ultimately drive ROI on the customer’s Mixpanel investment. About the Role We are seeking an innovative and operationally-minded Digital Programs Manager to design, build, and maintain the programs, operations, and automation infrastructure that optimize the customer experience at scale and drive operational efficiency across all segments. This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement. You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues. Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter. The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently. Responsibilities Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment. Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs. Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment. Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement. Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs). Design the escalation logic and scoring models that trigger human intervention from automated sequences. Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities. Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys. Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives. Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach. Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores). Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment. Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights. We're Looking For Someone Who Has 5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus). Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks) Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements. Proficiency with CRM systems, Marketing Automation platforms, and CS software. Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations. Excellent written and communication skills Strong process and project delivery discipline Eager to learn new technologies and adapt to evolving customer needs We'd Be Extra Excited For Someone Who Has Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming. You possess the technical expertise to build trust with customers and a methodical approach to problem-solving. Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation. Experience writing SQL queries to pull, validate, and analyze customer data directly from a database. Experience architecting systems and data flows Familiarity with analytics best practices across business segments and verticals Benefits and Perks Comprehensive Medical, Vision, and Dental Care Mental Wellness Benefit Generous Vacation Policy & Additional Company Holidays Enhanced Parental Leave Volunteer Time Off Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break *please note that benefits and perks for contract positions will vary* Culture Values Make Bold Bets: We choose courageous action over comfortable progress. Innovate with Insight: We tackle decisions with rigor and judgment - combining data, experience and collective wisdom to drive powerful outcomes. One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone. Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations. Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star. Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible. Why choose Mixpanel? We’re a leader in analytics with over 9,000 customers and $277M raised from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. Mixpanel’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics. Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at Mixpanel means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions. Mixpanel is an equal opportunity employer supporting workforce diversity. At Mixpanel, we are focused on things that really matter—our people, our customers, our partners—out of a recognition that those relationships are the most valuable assets we have. We actively encourage women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ people to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance or other similar laws that may be applicable, we will consider for employment qualified applicants with arrest and conviction records. We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.