Senior Customer Strategy & Operations Manager

About Mixpanel

Mixpanel’s AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence. The platform combines product and web analytics, session replay, experimentation, feature flags, and metric trees to deliver insights customers trust.

About the Team

The Revenue Strategy & Operations team at Mixpanel partners with Regional and Global Business Leaders to set and execute revenue strategy across the customer lifecycle. The team builds strategy, operational processes, reporting infrastructure, and decision-making frameworks that support GTM success.

About the Role

As Senior Customer Strategy & Operations Manager, you’ll be the strategic advisor and operating partner to the VP of Global Customer Success. You’ll own how Mixpanel understands, retains, and grows its customer base by diagnosing what drives upsell, what predicts churn, and what needs to be built to scale the post-sales motion.

This is a hands-on role where you’ll work in customer-level data, design systems that turn signals into action, and build AI-powered tooling. You’ll work directly with CS leadership day-to-day and feed field-level insight back into the broader Revenue Strategy team and GTM leadership.

You bring the structured thinking of a consultant and the bias for action of an operator. You’re equally comfortable in a strategy session with the VP and three layers deep in a SQL query.

Responsibilities

• Customer analysis at the account level. Get hands-on with the data to understand what drives expansion, what predicts churn, and where the highest-leverage interventions live. You’ll connect product usage signals, customer health, and commercial outcomes and translate the findings into decisions the CS org acts on.
• Forecasting and pipeline rigor for the post-sales motion. Build and evolve how Mixpanel forecasts GRR, NRR, and expansion pipeline. You’re technical enough to wire up the inputs yourself.
• The CS operating cadence. Run the rhythm—business reviews, executive deep dives, leadership offsites—and make sure the right questions get asked with the right data behind them.
• CS systems and tooling. Partner with the systems team on the CS platform and its integrations with Salesforce and product data. You’ve deployed or deeply operated one of these before and know where the leverage is.
• AI as a force multiplier. Build skills, agents, and automations that the whole CS org can adopt.
• Strategic partnership with Global CS leadership. Act as a true business partner in the room and in the work, jointly owning outcomes. You’ll also coordinate with peers supporting other functions to ensure the post-sales view connects to the broader GTM picture.

We're Looking for Someone Who Has

• 5+ years operating in Revenue Strategy, Sales Strategy, CS Operations, or Business Operations at a high-growth B2B SaaS company, ideally in smaller, fast-moving environments where you own outcomes end-to-end.
• Direct experience supporting a Customer Success or Post-Sales organization. You’ve worked alongside CS leadership, understand the mechanics of retention and expansion, and have driven measurable impact on GRR, NRR, or churn.
• Hands-on with a CS platform. You’ve deployed, administered, or deeply operated a CSP. You understand health scoring, playbooks, and lifecycle workflows.
• Strong technical and analytical instincts. You write your own SQL, build your own models, and work directly with operational data.
• Enterprise product experience. You’ve worked on a product sold to Enterprise customers.
• Structured thinking and commercial judgment. Your work is rigorous, your priorities are clear, and you build for impact.
• Exceptional communication. You can move from a SQL query to an exec-level recommendation in the same hour.
• Genuine, daily AI fluency. You’ve built skills, agents, or automated workflows that others use.

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

*please note that benefits and perks for contract positions will vary*

Culture Values

• Make Bold Bets: We choose courageous action over comfortable progress.
• Innovate with Insight: We tackle decisions with rigor and judgment—combining data, experience and collective wisdom to drive powerful outcomes.
• One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone.
• Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations.
• Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star.
• Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.