Senior Digital Programs Manager, Mixpanel

• The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently
• 5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus)
• Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)
• Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements
• Proficiency with CRM systems, Marketing Automation platforms, and CS software
• Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations
• Excellent written and communication skills
• Strong process and project delivery discipline
• Eager to learn new technologies and adapt to evolving customer needs

Desirable

• We are seeking an innovative and operationally-minded Digital Programs Manager to design, build, and maintain the programs, operations, and automation infrastructure that optimize the customer experience at scale and drive operational efficiency across all segments
• This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement
• You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues
• Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter
• Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment
• Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs. Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment
• Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement
• Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs)
• Design the escalation logic and scoring models that trigger human intervention from automated sequences
• Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities
• Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys
• Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives
• Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach
• Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores)
• Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment
• Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights