Digital Adoption & Lifecycle Manager (Customer Success)

New

MixpanelB2B SaaS analytics

San Francisco, US (Remote)Full-TimeManager

Salary$132,000 — $162,750 USD

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Job Details

Experience in customer lifecycle communications, ideally in B2B SaaS, focused on post-sale adoption, retention, and expansion.
Strong writing skills, including concise and useful copy for a technical audience.
Hands-on experience building campaigns with lifecycle or marketing automation platforms such as Customer.io, HubSpot, Braze, or Iterable.
Fluency in product analytics such as Mixpanel and ability to use data to define segments and measure results.
Familiarity with customer success platforms such as Statisfy, Gainsight, or Totango.
Strong segmentation skills, including reasoning about cohorts, behavioral triggers, and audience overlap.
Ability to form hypotheses, measure results, and change course based on data.
Experience contributing to business outcomes such as GRR, NRR, activation rate, and time to first value.
Experience collaborating with Marketing and customer-facing teams on shared calendars, launches, and customer programs.
Ability to drive cross-functional projects independently, prioritize, and make tradeoffs in an ambiguous environment.
Active experimentation with agentic customer success, including a point of view on where AI agents can take action in the customer lifecycle.
Purposeful use of AI for work such as drafting copy, analyzing campaign performance, and scaling research or segmentation.

Build lifecycle communication programs across onboarding, adoption, retention, and expansion, from strategy through launch and iteration.
Create programs for the full customer base, tailoring execution for digital-only customers and accounts with dedicated teams.
Design behavior-based segments and triggers using product usage, health signals, lifecycle stage, and account attributes.
Write customer-facing copy for email, in-product messaging, and other digital channels.
Build and QA campaigns, audience logic, and templates in lifecycle and marketing automation tools.
Coordinate with Marketing on email timing, frequency, and audience overlap.
Translate product launches and feature initiatives into lifecycle programs, then measure customer adoption.
Define program metrics, instrument them in Mixpanel, report on results, and experiment with campaign elements.
Collaborate with customer-facing teams so digital programs reflect customer needs and complement human interactions.
Pilot agentic customer success approaches and identify gaps in data, tooling, and process.

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