Digital Adoption Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of lifecycle communications to enhance adoption, retention, and growth within Mixpanel’s customer base.

• Develop comprehensive lifecycle programs from onboarding through to retention and expansion.

• Design tailored programs for digital-only customers as well as those with dedicated teams.

• Create behavior-based segmentation utilizing product usage, health indicators, lifecycle stages, and account characteristics.

• Establish triggers to determine the timing and recipients of communications.

• Craft customer-facing copy for emails, in-product messages, and other digital platforms.

• Construct and launch campaigns using Customer.io, HubSpot, and Statisfy, including audience logic, templates, and quality assurance.

• Collaborate with Marketing to manage email calendar timing, frequency, and audience overlap.

• Facilitate product-led adoption initiatives and assess feature uptake.

• Continuously maintain and refresh lifecycle messaging as the product evolves.

• Define success metrics for programs and track them using Mixpanel.

• Analyze engagement, adoption increases, retention, and expansion effects.

• Conduct experiments on subject lines, timing, sequencing, channel combinations, and audience definitions.

• Work alongside customer-facing teams to synchronize digital and human interactions.

• Test agentic methods for scalable customer success and identify which elements should be automated versus handled by humans.

• Detect gaps in data, tools, and processes, and suggest priorities for improvement.

⛳️ Requirements

• Proven experience in customer lifecycle communications, preferably in a B2B SaaS context, with a focus on post-sale adoption, retention, and growth.

• Exceptional writing skills for creating clear, specific, and valuable communication for technical audiences.

• Practical experience with lifecycle and marketing automation tools such as Customer.io, HubSpot, Braze, Iterable, or similar platforms.

• Proficient in product analytics tools like Mixpanel or comparable alternatives, including the ability to extract data for segment definition and result measurement.

• Knowledge of customer success platforms such as Statisfy, Gainsight, Totango, or similar tools.

• Strong skills in segmentation involving cohorts, behavioral triggers, and audience overlap.

• Data-driven approach to experimentation and optimization based on measurable outcomes.

• Experience contributing to business metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), activation rates, and time to first value.

• Experience collaborating with Marketing and customer-facing teams.

• Capability to independently drive projects across teams and prioritize tasks without a defined framework.

• Comfortable navigating ambiguity and building processes from the ground up.

• Active engagement in experimenting with agentic customer success and AI agents in lifecycle workflows.

• Deliberate application of AI for copywriting, campaign analysis, research, and segmentation.

• Preferred: Experience in launching scaled or digital customer success initiatives.

• Preferred: Experience catering to long-tail or self-service customer segments.

• Preferred: Experience with in-product messaging and lifecycle orchestration.

• Preferred: Hands-on experience implementing AI agents in customer-facing processes.

🏝️ Benefits

• Equity consideration.

• 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.