Mixpanel · 8 hours ago
Senior Digital Programs Manager
New York, NY
Full-time
Onsite
Senior Level
5+ years expMixpanel is an event analytics platform that empowers organizations to gain insights from their data. The Senior Digital Programs Manager will design, build, and maintain programs and automation to enhance customer experience and operational efficiency, focusing on maximizing retention and product adoption.
AnalyticsMobile AppsSaaSWeb Apps
Responsibilities
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
Qualification
Required
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
Preferred
Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming. You possess the technical expertise to build trust with customers and a methodical approach to problem-solving
Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation
Experience writing SQL queries to pull, validate, and analyze customer data directly from a database
Experience architecting systems and data flows
Familiarity with analytics best practices across business segments and verticals
Benefits
Comprehensive Medical, Vision, and Dental Care
Mental Wellness Benefit
Generous Vacation Policy & Additional Company Holidays
Enhanced Parental Leave
Volunteer Time Off
Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
Company
Mixpanel
Mixpanel turns data into decisions with analytics that simplify insights, guide decisions, and measure product and marketing impact.
201-500 employees
H1B Sponsorship
Mixpanel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (12)
2023 (10)
2022 (22)
2021 (6)
2020 (12)
Funding
Current Stage
Growth StageTotal Funding
$277.01MKey Investors
Bain Capital Tech OpportunitiesAndreessen Horowitz
2021-11-15Series C· $200M
2014-12-18Series B· $65M
2012-05-10Series A· $10.25M
Leadership Team
Jen Taylor
Chief Executive Officer
Anya Pratskevich
Product Marketing Lead
Recent News
2025-12-03
2025-12-02
Company data provided by crunchbase