The Senior Digital Programs Manager at Mixpanel is responsible for designing, building, and maintaining programs, operations, and automation infrastructure to optimize the customer experience at scale. This role focuses on maximizing customer retention by delivering a seamless and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement. The position is part of the Customer Success & Solutions Engineering team, which collaborates closely with Account Executives, Account Managers, Product, Engineering, and Support teams to drive customer business outcomes.

Key responsibilities include defining and executing a comprehensive digital Customer Experience (CX) strategy aligned with business objectives, architecting and deploying efficient digital workflows for core customer journeys, and managing end-to-end digital programs tailored for the scaled customer segment. The role also involves designing and executing campaigns using digital channels to drive feature adoption and sustained product engagement, continuously testing and iterating on program performance, and creating clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.

The ideal candidate should have over 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. Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior is essential. Strong operational skills, proficiency with CRM systems and Marketing Automation platforms, excellent analytical skills, and a data-driven approach are also required. Familiarity with Mixpanel or similar analytics tools, the ability to build or configure custom solutions to drive process automation, and experience writing SQL queries are preferred.

Mixpanel offers a comprehensive benefits package, including medical, vision, and dental care, mental wellness benefits, a generous vacation policy with additional company holidays, enhanced parental leave, and volunteer time off. Additional US benefits include pre-tax benefits such as 401(K), wellness benefits, and holiday breaks. The company fosters a culture that values bold action, insightful innovation, collaboration, candid communication, customer focus, and simplicity in solutions. Employees have opportunities for growth and development within a supportive and dynamic environment.