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About the Customer Success Team

Mixpanel’s Customer Success & Solutions Engineering teams are analytics consultants who embed themselves within our enterprise customer teams to drive our customer’s business outcomes. We work with prospects and customers throughout the customer journey to understand what drives value and serve as the technical counterpart to our Sales organization to deliver on that value. You will partner closely with Account Executives, Account Managers, Product, Engineering, and Support to successfully roll out self-serve analytics within our customer’s organizations, help the customer manage change, execute on technical projects and services that delight our customers and ultimately drive ROI on the customer’s Mixpanel investment.

About the Role

As a CSA, you will partner with customers throughout the customer journey to understand what drives value, beginning from the pre-sales running proof of concepts to demonstrate quick time to value, to post-sales onboarding and implementation where you set customers up for long-term success with scalable implementation and data governance best practices. Throughout the entire customer lifecycle, you will work to understand how analytics can drive business value for your customers and will consult them on how to maximize the value of Mixpanel including managing change during Mixpanel’s rollout, defining and achieving ROI, and identifying areas of improvement in their current usage of analytics. For large enterprise customers, post onboarding, you will also continue alongside the Account Managers to drive data trust and product adoption for 100+ end user teams through a change management rollout approach.

Responsibilities

• Serve as a trusted technical advisor for prospects/customers to provide strategic consultation on data architecture, governance, instrumentation, and business outcomes
• Effectively communicate at all levels of the customer’s organization to influence business outcomes via Mixpanel, design and execute a comprehensive analytics strategy, and unblock technical and organizational roadblocks
• Own the customer’s success with Mixpanel — documenting and delivering ROI to the customer throughout their journey to transform their business with self-serve analytics
• Own onboarding and data health for our strategic and high-value prospects/customers, including ongoing enhancements to their data quality and overall tech stack integration
• Engage with customers’ engineering, product management, and marketing teams to handle technical onboarding, optimize Mixpanel deployments, and improve data trust
• Deliver a variety of technical services ranging from data architecture consultations to adoption and change management best practices
• Leverage modern data architecture expertise to create scalable data governance practices and data trust for our customers, including data optimization and re-implementation projects
• Successfully execute on success outcomes whilst balancing project timelines, scope creep, and unanticipated issues
• Bridge the technical-business gap with your customers — working with high-level business stakeholders to define a strategic vision for Mixpanel and then working with the right business and technical contacts to execute that vision
• Collaborate with our technical and solutions partners as needed on data optimization and onboarding projects
• Be a technical sponsor for internal engagements with Mixpanel product and engineering teams to prioritize product and systems tasks from clients

We're Looking For Someone Who Has

• At least 3 years of experience as a Customer Success Manager, Solutions Architect, or similar role.
• Experience consulting on defining and delivering ROI through new tool implementations
• Experience working with VP-level members of the customer organization to define a strategic vision and successfully leveraging those members to deliver on that vision
• The ability to communicate with stakeholders at all levels of an organization — from talking with developers about the ins and outs of an API to talking to a CIO about organizational efficiency
• Experience in data querying, modeling, and transforming in at least one core tool, including SQL / dbt / Python / Business Intelligence tools / Product Analytics tools, etc.
• Familiar with databases and cloud data warehouses like Google Cloud, Amazon Redshift, Microsoft Azure, Snowflake, Databricks, etc.
• Familiar with product analytics implementation methods like SDKs, Customer Data Platforms (CDPs), Event Streaming, Reverse ETL, etc.
• Familiar with analytics best practices across business segments and verticals
• Can manage complex projects with assorted client stakeholders, working across teams and departments to execute real change
• Has a demonstrated successful record of experience in customer success, client-facing professional services, consulting, or technical project management role
• Excellent written, analytical, and communication skills
• Strong process and/or project delivery discipline
• Eager to learn new technologies and adapt to evolving customer needs

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