Account Manager, Mixpanel

• Experience: 5+ years of related work experience in full-cycle SaaS, post-sales customer management, or a similar role such as Account Manager, Customer Success Manager, or Sales Engineer. Proven success in managing and growing accounts, with experience handling a 7-figure book of business and closing $250K+ sales opportunities. Experience with contracts over $1M in ARR
• Technical Aptitude: Strong technical acumen and understanding of how data-driven decision-making can transform products and businesses. Ability to engage with technical end-users in Engineering, Product, and Design functions by demonstrating deep product and industry knowledge
• Communication & Collaboration: Clear and effective communicator, both written and verbal, with strong interpersonal skills. Ability to work cross-functionally, partnering with internal teams such as Sales, Product, and Engineering to solve complex problems. Experience collaborating on opportunities and bringing in technical resources as needed
• Customer Management: Experienced in building and maintaining relationships with executive and C-suite stakeholders, with professional polish and confidence in delivering strategic presentations
• Adaptability & Resilience: Demonstrated ability to thrive in a fast-paced, constantly changing environment. Agile, resilient, and able to encourage continuous improvement while adapting to evolving business needs
• Ownership & Results-Driven: Strong sense of ownership, accountability, and a results-driven mindset. A strong work ethic, desire to learn, and commitment to excellence
• Curiosity & Industry Knowledge: Deep curiosity for the product analytics space and staying informed about market trends and competitors
• This set of requirements blends both technical expertise and strong customer management skills, emphasizing a combination of experience in SaaS, data-driven decision-making, and relationship-building at an executive level

Desirable

• The Account Manager is responsible for supporting implementation, onboarding, adoption, utilization, and renewal activities in Mixpanel’s top accounts, with the goal of organic expansion. This includes being responsible for the overall health of a customer, ensuring they are getting value from Mixpanel and being a day-to-day point of contact for users, as well as being the primary relationship lead for senior stakeholders. They are ultimately responsible for making sure customers in their portfolio are constantly learning from their data and extracting value out of their investment with Mixpanel. The role blends commercial experience (renewal responsibilities) with technical savvy (product adoption) to bring value to enterprise customers
• The Account Manager will identify and drive relationships with Senior/VP-level buyers and will bring deep knowledge and expertise on relevant trends. They are seen as a valued advisor, comfortable creating presentations and presenting to C-level audiences and driving strategic conversations around their investment in Mixpanel. They are highly organized and attuned to the customers’ needs and able to manage complex projects and prioritize requests, often acting as a connection point to Mixpanel’s EPD teams who support our largest customers
• Single Point of Contact: Act as the primary point of contact for all aspects of the account, both internally and externally, serving as the quarterback for account management
• Strategic Account Planning: Own the creation, iteration, and execution of strategic account plans for each account. Continuously drive alignment between customer success plans and overall business goals
• Onboarding & Adoption: Guide new customers through the onboarding process, ensuring they understand Mixpanel's features and are set up for success. Provide ongoing training, support, and best practices to drive product adoption
• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and advocate. Facilitate executive alignment with involvement from Executive Sponsors to drive long-term success
• Value Realization & Growth: Proactively identify opportunities for customers to extract more value from Mixpanel, helping them expand usage, achieve business objectives, and identify upsell and cross-sell opportunities
• Expansion & Renewal Management: Identify, qualify, and manage expansion opportunities while overseeing end-to-end renewal negotiations. Ensure consistent revenue growth through opportunistic upsells and retention efforts
• Churn Prevention: Identify at-risk customers early and address concerns proactively to prevent churn, ensuring customer satisfaction and long-term engagement
• Business Monitoring & Insights: Constantly monitor customer businesses and their industries to understand potential opportunities or threats, aligning business reviews with customer initiatives. Use insights to provide strategic guidance and consult on Mixpanel’s place in the analytics market
• Customer Advocacy: Gather customer feedback and share it with internal teams to influence product improvements and enhancements, ensuring customers' needs are met
• Data Analysis & Forecasting: Utilize Mixpanel and other data sources to analyze customer behavior, forecast future trends, and identify areas for improvement. Collaborate cross-functionally with internal teams (Sales Engineering, Professional Services, Product, Marketing, Legal) to enhance account success