Digital Adoption Manager – Lifecycle

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead lifecycle communications to enhance adoption, retention, and growth within Mixpanel's client base.

• Develop comprehensive lifecycle programs covering onboarding, adoption, retention, and expansion.

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

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

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

• Design and execute campaigns using tools such as Customer.io, HubSpot, Statisfy, and similar platforms, including audience logic, templates, and quality assurance.

• Work in conjunction with the Marketing team to manage email timing, frequency, and audience overlaps.

• Translate product launches and new features into key lifecycle adoption opportunities.

• Maintain and refresh the lifecycle messaging library.

• Establish success metrics for programs, implement them in Mixpanel, and report on engagement, adoption enhancement, retention, and expansion effects.

• Conduct experiments focused on subject lines, timing, sequencing, channel diversity, and audience identification.

• Collaborate with client-facing teams to ensure alignment between digital and personal customer experiences.

• Test agentic strategies for scalable customer success and define tasks suitable for automation versus human involvement.

• Identify data, tooling, and process gaps, and suggest priorities for improvement.

⛳️ Requirements

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

• Exceptional writing skills, capable of being concise, specific, and beneficial to a technical audience.

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

• Proficient in product analytics tools like Mixpanel or similar, and adept at extracting data to define segments and evaluate outcomes.

• Familiar with customer success platforms such as Statisfy, Gainsight, Totango, or similar solutions.

• Strong skills in segmentation, including cohorts, behavioral triggers, and audience overlaps.

• Data-driven mindset for forming hypotheses, evaluating results, and adjusting strategies based on insights.

• Experience directly influencing metrics such as GRR, NRR, activation rates, and time to first value.

• Experience in collaborating with Marketing, customer-facing teams, and various cross-functional stakeholders.

• Ability to independently manage projects across teams and prioritize effectively without a predefined playbook.

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

• Actively experimenting with agentic customer success and AI-driven agents in customer lifecycle processes.

• Purposeful daily use of AI in tasks such as copywriting, campaign analysis, research, and segmentation.

• Nice to have: experience in launching scaled or digital customer success initiatives.

• Nice to have: experience in serving long-tail or self-service customers alongside dedicated account teams.

• Nice to have: experience with in-product messaging and lifecycle orchestration beyond email.

• Nice to have: hands-on experience deploying an AI agent in a 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.