Digital Adoption & Lifecycle Manager (Customer Success)

The role

You will own communications that drive adoption, retention, and expansion across the customer base. You will design behavior-based lifecycle programs, write customer-facing copy, and build campaigns using automation tools. This role involves defining segmentation, setting up triggers, and measuring results through product analytics.

What you will do

• Build the lifecycle communication program end-to-end from strategy through copy, build, launch, and iteration
• Create programs for the full customer base and decide where messaging should differ for accounts with dedicated teams
• Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes
• Write customer-facing copy across email, in-product messaging, and other digital channels
• Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy
• Partner with Marketing on the shared email calendar
• Support product-led adoption initiatives by translating launches into lifecycle moments
• Keep the library of lifecycle messaging current as the product changes
• Define success metrics and run regular reporting on engagement, adoption, retention, and expansion
• Run experiments on subject lines, timing, sequencing, channel mix, and audience definition

Required qualifications

• Experienced in customer lifecycle communications, ideally in a B2B SaaS environment
• Excellent writer who can be concise, specific, and useful to a technical audience
• Hands-on with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable, or similar)
• Fluent in product analytics (Mixpanel or similar)
• Familiar with customer success platforms (Statisfy, Gainsight, Totango, or similar)
• Strong at segmentation, able to reason about cohorts, behavioral triggers, and audience overlap
• Data-driven in practice
• Comfortable being measured on business outcomes like GRR, NRR, activation rate, and time to first value
• Genuinely collaborative
• Experienced working alongside customer-facing teams
• Able to drive projects forward independently across teams
• Comfortable with ambiguity and energized by building from the ground up

Nice to have

• Experience launching a scaled or digital customer success program at a company that didn't have one before
• Experience serving a long-tail or self-serve customer base where digital is the only channel available
• Experience with in-product messaging tools and lifecycle orchestration beyond email
• Hands-on experience deploying an AI agent into a real customer-facing workflow

Benefits

• Comprehensive Medical, Vision, and Dental Care
• Mental Wellness Benefit
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break

About the company

Mixpanel is a product intelligence and analytics platform trusted by more than 29,000 companies. It helps teams understand how people use products by combining analytics with AI.