Digital Adoption Manager

Job Description:

• Own lifecycle communications driving adoption, retention, and expansion across Mixpanel’s customer base
• Build lifecycle programs end-to-end across onboarding, adoption, retention, and expansion
• Create differentiated programs for digital-only customers and accounts with dedicated teams
• Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes
• Define triggers determining who receives communications and when
• Write customer-facing copy for email, in-product messaging, and other digital channels
• Build and ship campaigns in Customer.io, HubSpot, and Statisfy, including audience logic, templates, and QA
• Coordinate with Marketing on email calendar timing, frequency, and audience overlap
• Support product-led adoption initiatives and measure feature adoption
• Maintain and update lifecycle messaging as the product changes
• Define program success metrics and instrument them in Mixpanel
• Report on engagement, adoption lift, retention, and expansion impact
• Run experiments on subject lines, timing, sequencing, channel mix, and audience definition
• Collaborate with customer-facing teams to align digital and human interactions
• Pilot agentic approaches to scaled customer success and determine what should be automated versus human
• Identify gaps in data, tooling, and process and propose priorities

Requirements:

• Experience in customer lifecycle communications, ideally in a B2B SaaS environment, focused on post-sale adoption, retention, and expansion
• Excellent writing skills for concise, specific, useful communication to technical audiences
• Hands-on experience with lifecycle and marketing automation platforms such as Customer.io, HubSpot, Braze, Iterable, or similar
• Fluent in product analytics such as Mixpanel or similar, including pulling data to define segments and measure results
• Familiarity with customer success platforms such as Statisfy, Gainsight, Totango, or similar
• Strong segmentation skills involving cohorts, behavioral triggers, and audience overlap
• Data-driven experimentation and optimization based on measured results
• Experience contributing to business outcomes including GRR, NRR, activation rate, and time to first value
• Experience coordinating with Marketing and customer-facing teams
• Ability to drive projects independently across teams and prioritize without a defined playbook
• Comfort with ambiguity and building from the ground up
• Active experimentation with agentic customer success and AI agents in customer lifecycle workflows
• Purposeful use of AI for copywriting, campaign analysis, research, and segmentation
• Nice to have: experience launching scaled or digital customer success programs
• Nice to have: experience serving long-tail or self-serve customer bases
• Nice to have: experience with in-product messaging and lifecycle orchestration
• Nice to have: hands-on experience deploying AI agents in customer-facing workflows

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