Digital Adoption & Lifecycle Manager

Overview

Own the lifecycle communication program that drives adoption, retention and expansion across Mixpanel's customer base, with digital-only customers as the primary test case. This is a new, small team building the function from zero.

What you'll do

• Build the lifecycle communication program end-to-end across onboarding, adoption, retention and expansion, from strategy through copy, build, launch and iteration
• Create programs that serve the full customer base while working hardest for digital-only customers, and decide where messaging should differ for accounts with a dedicated team
• Design behavior-based segmentation using product usage, health signals, lifecycle stage and account attributes; define the triggers that decide who hears from us and when
• Write clear, useful customer-facing copy across email, in-product messaging and other digital channels that reflects Mixpanel's voice
• Build and ship campaigns in tools like Customer.io, HubSpot and Statisfy, including audience logic, templates and QA
• Partner with Marketing on the shared email calendar, coordinating timing, frequency and audience overlap
• Support product-led adoption initiatives by translating launches and feature pushes into lifecycle moments, and report on whether customers tried the feature
• Keep the lifecycle messaging library current as the product changes, retiring stale content and rewriting what no longer matches reality
• Define success metrics for every program, instrument them in Mixpanel, and run a regular reporting cadence on engagement, adoption lift, and downstream retention and expansion impact
• Run experiments on subject lines, timing, sequencing, channel mix and audience definition, and stop what doesn't work
• Work with customer-facing teams to learn what resonates, and make sure digital touches complement rather than collide with human ones
• Pilot agentic approaches to scaled customer success, and develop a point of view on what should be automated and what should stay human
• Identify gaps in data, tooling and process, and propose what to fix first

What you'll need

• Experience in customer lifecycle communications, ideally in B2B SaaS, focused on post-sale adoption, retention and expansion rather than demand generation or pre-sales
• An excellent writer who can be concise, specific and useful to a technical audience
• Hands-on experience with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable or similar); you build the campaign yourself
• Fluency in product analytics (Mixpanel or similar) and comfort pulling your own data to define segments and measure results
• Familiarity with customer success platforms (Statisfy, Gainsight, Totango or similar) and how health signals and customer data feed scaled programming
• Strong segmentation skills, able to reason about cohorts, behavioral triggers and audience overlap, and knowing when a segment is too small to matter
• Data-driven in practice: forms a hypothesis, measures the result and changes course based on what the data says
• Measured on business outcomes, not open rates alone; has directly contributed to metrics such as GRR, NRR, activation rate or time to first value
• Genuinely collaborative; has coordinated a shared calendar with Marketing, taken input from customer-facing teams and supported someone else's launch
• Experience working alongside customer-facing teams and earning their trust when programs touch their customers
• Able to drive projects forward independently across teams, with the judgment to prioritize, make tradeoffs and keep things moving without a defined playbook
• Comfortable with ambiguity and energized by building from the ground up
• Actively experimenting with agentic customer success, with a point of view on where AI agents can take real action in the customer lifecycle; will be asked what they have built or are ideating on
• Uses AI purposefully day to day, for drafting and iterating on copy, analyzing campaign performance and scaling research and segmentation work

Nice to have

• Experience launching a scaled or digital customer success program at a company that did not have one before
• Experience serving a long-tail or self-serve customer base where digital is the only channel, alongside segments with dedicated account teams
• Experience with in-product messaging tools and lifecycle orchestration beyond email
• Hands-on experience deploying an AI agent into a real customer-facing workflow, at any scale, including ones that did not work

Details

• Location: New York City, US (Remote)
• Compensation range: $132,000 to $162,750 USD total target cash compensation, plus equity consideration and benefits