Mixpanel San Francisco, CA, USA
Oct 16, 2018Full time
Mixpanel helps businesses build better products with the most advanced analytics software for mobile and web. With almost 20,000 customers worldwide and 14% of the Fortune 500, Mixpanel has earned a reputation for creating a delightful customer experience and an innovative approach to analytics. About the role: Customer Success is critical in partnering with Mixpanel’s customers to build the world’s greatest products. By driving product adoption, providing strategic consulting, and representing the voice of the customer internally, Customer Success is a core pillar of Mixpanel. The Sr. Manager, Customer Success supports multiple teams of Customer Success Managers (CSMs) and ensures their continued growth through leadership, coaching, and subject matter expertise. We're looking for someone who: Will recruit, motivate, and manage a team of high-performance CSMs, focused on serving all Mixpanel customers in the post-sales environment. Supports CSMs with customer situations through consultation on business strategy and industry trends. Coaches CSMs to be analytics thought leaders. Engages directly with customers as a point of escalation by working cross-functionally towards a solution. Ensures the team exceeds its adoption and revenue goals. Contributes thought leadership, strategic planning, and innovation to both external and internal initiatives. Deeply understands Mixpanel’s market positioning and partner ecosystem and leverages knowledge to consistently resell the value of our solution and services. Continues to build a state of the art Customer Success toolkit that will enable every one of our CSMs to perform at his/her best. Preferred Experience: 10 or more years of customer-facing experience, including 3+ years leading a team 6+ years of Customer Management experience, including at the Enterprise level 3-5 years of experience and proven success in a SaaS and/or an analytics organization Proven track record of building and leading a dynamic team in a fast-moving environment Ability to grow and develop managers of teams Excellent written, oral, presentation, and interpersonal communication skills Willingness to travel as necessary (likely twice per month) to build strong customer relationships Selflessness. A natural focus on your team’s success Why choose Mixpanel? A clear market leader in the product analytics space, Mixpanel raised $77M from world-renowned VC firms like Andreessen-Horowitz, Sequoia, and YC, and our revenue has grown significantly since then. Our ambitious, collaborative team makes it possible by finding creative solutions to new challenges with scaling, reliability, design,and customer service. Mixpanel has a rapidly growing team of 250+ in our offices in San Francisco, New York, Seattle, Salt Lake City, London, and Singapore. Mixpanel is an equal opportunity employer supporting workforce diversity. 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, we will consider for employment qualified applicants with arrest and conviction records.