Senior Customer Success Manager
Mixpanel
London
5d ago

About the Role

Mixpanel’s Customer Success Managers (CSMs) own product adoption and value delivery across Mixpanel’s most strategic accounts.

CSMs are data-obsessed and passionate about helping customers increase their rate of innovation. CSMs get customers in their portfolio access to the data they need to drive informed decision-making.

CSMs will partner closely with Relationship Managers and Solutions Architects to guide our customers to success and ensure they achieve a significant return on their Mixpanel investment.

We are looking for someone who can provide hands-on consultation to a portfolio of high-value customers.

Responsibilities

  • Develop a thoughtful understanding of customers’ businesses and their core goals, and partner with them to establish supporting goals
  • Host analytics workshops, brainstorms, and product trainings (both remote and onsite) to ensure end users adopt and use Mixpanel (up to 20% travel may be required)
  • Stay informed on Mixpanel use cases and industry experience and use it to guide customer consulting
  • Train customers on how to adopt a data-informed, iterative product development approach using Mixpanel to drive business KPIs
  • Keep customers informed of new product releases, relevant betas, and upcoming features
  • Collect and consolidate customer product feedback and champion the needs of your portfolio with Mixpanel’s Engineering and Product organizations
  • Identify room for integration optimization; build a plan detailing required steps and resources and manage all partners towards achievement
  • Partner with Professional Services to coordinate implementation and advanced technical services
  • Monitor customer activity and sentiment to identify signs of risk and proactively work with the Relationship Manager to build a mitigation plan
  • Support Relationship Managers by flagging growth opportunities within existing accounts
  • We're Looking For Someone Who Has

  • About 7 years of experience, ideally on the UKI and Nordics markets
  • Love of data and an understanding of how it informs decision-making and can transform a product or business
  • Knowledge of the analytics industry and common platforms used
  • Influence with all partners to guide projects forward, even when blocked
  • Consume large quantities of information and summarize takeaways, focusing on impact and priority
  • A track-record of collaboratively working with diverse teams to achieve results
  • A passion for delivering exceptional service and driving value for a portfolio of customers
  • Communicate effectively and succinctly with savvy business acumen
  • Comfort in navigating ambiguity within a range of diverse customer organizations
  • Ability to manage multiple projects across a portfolio of customers
  • Benefits and Perks

  • 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
  • Culture Values

  • Be Open : When knowledge becomes open, we can come together as a team to collaborate around a shared purpose
  • Customer Focus : Our customers’ success is our success
  • Lead Change : Everyone at Mixpanel has the capacity to make an impact on the business
  • Results Oriented : Driving results in a measurable way ensures we stay focused on the highest impact initiatives
  • One Team : We can’t win without each other
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