Senior Customer Strategy & Operations Manager

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. We build the strategy, operational processes, reporting infrastructure, and decision-making frameworks that make our GTM teams successful.

About the Role

As Senior Customer Strategy & Operations Manager, you’ll be the strategic advisor and operating partner to our VP of Global Customer Success. You’ll own how we understand, retain, and grow our customer base - diagnosing what drives upsell, what predicts churn, and what we need to build to scale the post-sales motion.

This isn’t a role where you inherit a clean process and tune it at the margins. You’ll get your hands dirty in customer-level data, design the 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 we forecast 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 our systems team on our CS platform and its integrations with Salesforce and our 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, in the work, jointly owning the outcomes. You’ll also coordinate with peers supporting other functions to make sure 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 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.

#LI-Hybrid

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.

Why choose Mixpanel?

We’re a leader in analytics with over 9,000 customers and $277M invested 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.