Head of Customer Success

San Francisco, CA, United States

About Mixpanel

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions.

Over 8,000 customers, including companies like Netflix, Pinterest, Sweetgreen, Samsara, and Uber, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.

About the Customer Success & Solutions Engineering 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 and execute on technical projects and services that delight our customers.

About the Role

As Head of Customer Success & Solutions Engineering, you will own the technical customer journey where we define and deliver on our customer’s business outcomes. You will be responsible for leading, managing, and motivating a team of Customer Success Architects (CSAs) and Solutions Engineers (SEs) distributed across the world to deliver on, learn from, improve on, and automate parts of a world-class technical customer journey. Key customer touchpoints include pre-sales proof of concepts to demonstrate quick time to value, post-sales onboarding and implementation where you set customers up for long-term success with scalable implementation and data governance best practices, and driving data trust and product adoption for 100+ end user teams through a structured change management rollout approach.

Responsibilities

Lead the Customer Success & Solutions Engineering team by creating a compelling vision and strategy that is forward looking and rooted in what our enterprise customers need to successfully roll out and adopt Mixpanel at scale

Run Customer Success & Solutions Engineering operations by prioritizing work-streams and projects in a roadmap which involves the team and key cross-functional partners in execution

Coach, inspire, and performance manage leaders of the Customer Success and Solutions Engineering team to help them grow in their careers and deliver a top notch experience to the CSAs and SEs on the team

Partner with our Sales team to Account Plan and jointly assess opportunity status and risk for prospects and customers alike, serving as the technical counterpart who can assess and deliver on customer health throughout the customer journey to drive win rate, renewals, and expansion

Own the technical customer journey, using quantitative and qualitative data to model out the journey and find areas for opportunity where we can experiment and get better in addition to determining which customer segments will get what services as part of that journey

Automate the technical customer journey for our product-led free and online accounts by working closely with Product, Engineering, and Support to develop scaled programs

Collaborate with our Partnerships organization to define paid Professional Services offerings and extend our reach via Partners who can best deliver to customers with specific requirements like language

Prioritize and roll out improvements to our Customer Success Platform to better help the CSAs and SEs understand risk and opportunities on accounts, developing playbooks to go and proactively address

Ability to handle customer escalations and tricky situations by coaching the team or directly getting involved, using your intuition and skills to determine what the right next steps should be

Be an owner in driving win rate, retention, and expansion up, doing whatever it takes to help customers get value out of Mixpanel and using these learnings to fuel improvements to team processes, strategy, and execution

We're Looking For Someone Who

Demonstrates strong growth and progressive management experience leading larger teams with increased scope

Experienced in successfully running and growing a customer success / sales engineering / professional services organization at a B2B SaaS company

Demonstrates ability to lead managers and global, distributed teams across different cultures, geographies, and customer needs

Owns the technical customer journey, can get in the weeds with technical concepts, and successfully convey technical concepts to non-technical users

Experienced in segmenting customers based on spend and complexity to assign the right resources and drive results while balancing this with needs to hit efficiency and productivity targets.

Partners with Sales across the customer journey to drive successful results - new, retained, and expansion ARR while fighting churn - to the company’s bottom line

Experienced in working with data products and how they are implemented and adopted by customers, this could range from databases and cloud data warehouses like Google, Amazon, Snowflake, etc. to related product analytics tools like Amplitude, Pendo, Contentsquare, Google Analytics, Adobe, etc.

Able to be flexible and handle ambiguity, adapting the team’s strategy to changing customer needs and business priorities

Collaborates well cross-functionally and demonstrates success working on large-scale initiatives across departments that impact the entire company

Bonus for previous experience in Consulting or similar Strategic Operational roles

Compensation

The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here.

Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information.

Mixpanel Compensation Range $269,000—$403,000 USD 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

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

Why choose Mixpanel?

We’re a leader in analytics with over 8,000 customers and $277M raised from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. Mixpanel’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics. Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at Mixpanel means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions.

Mixpanel is an equal opportunity employer supporting workforce diversity. At Mixpanel, we are focused on things that really matter—our people, our customers, our partners—out of a recognition that those relationships are the most valuable assets we have. We actively encourage women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ people to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance or other similar laws that may be applicable, we will consider for employment qualified applicants with arrest and conviction records. We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.