Senior Customer Value Architect

About Mixpanel Mixpanel is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, Mixpanel helps teams see what’s working, diagnose what’s not, and decide what to build next. Learn more at mixpanel.com. About the Team The Customer Value Architect (CVA) team sits inside Mixpanel’s Revenue organization and owns the connection between what customers buy and what they actually get out of Mixpanel. You’ll work alongside an Account Executive (AE), who owns growth, new business, and expansion; a Renewal Manager (RM), who owns the commercial renewal; and a Delivery Engineer (DE), who owns technical implementation and data health — each with a clear lane, converging on the same outcome for the customer. At this level, you’ll also help shape how the wider CVA team operates. About the Role This is not a build role, but real comfort with data is required. As a Senior Customer Value Architect, you are accountable for adoption, value realization, and account health across a portfolio of Mixpanel’s existing customers — including the most structurally complex accounts, such as those going through a platform migration, re-implementation, or major workflow change, where the value motion and a genuine cross-functional program have to run in parallel. You own the value case and the adoption evidence that underpins both the Account Executive’s expansion motion and the Renewal Manager’s renewal, without ever owning pricing or the commercial negotiation yourself. You’re also expected to extend your impact beyond your own accounts: mentoring, sharpening team playbooks, and representing the Customer Value Architect function in cross-functional account strategy. Responsibilities • Own the onboarding outcome and time-to-value for your accounts, including the most complex accounts in the book: take the handoff from the Account Executive, partner with the Delivery Engineer on the technical build, and drive the customer to their first realized value. • Own the overall onboarding program — not just the adoption workstream — for complex accounts: sequence your own activities against the Delivery Engineer’s technical implementation plan, and own the customer-facing onboarding-complete date across every workstream. • Own the success plan for each account — map business objectives to specific use cases and set a measurable baseline at definition time, so value can be proven later. • Build and own a structured change-management plan for migration or re-implementation accounts: a stakeholder and impact map (including where a customer’s existing central reporting team needs a redefined role rather than to be displaced), a resistance analysis, a communication narrative tailored per audience (executive sponsor, central team, end users), a post-migration workflow and role model, a training approach, and a plan for how success will be measured — done in partnership with your Delivery Engineer for the technical specifics that feed into it. • Lead customer enablement and training (dashboard design, funnel analysis, retention modeling) to grow how deeply and widely a customer uses Mixpanel. • Build and maintain a network of champions and evangelists across the account, rather than relying on a single point of contact. • Monitor product usage and account health signals; run regular business reviews that surface adoption gaps early and turn them into targeted enablement. • Quantify value delivered against baseline and lead Quarterly Business Reviews (QBRs) and value reviews — partnering with the Renewal Manager as renewal approaches and the Account Executive for executive engagement, while staying out of the pricing conversation entirely. • Own the day-to-day relationship with a customer’s technical stakeholders — you do not build the pipeline, but you need enough fluency in data models and product metrics to be trusted by the people who do. • Build a working point of view on each customer’s AI maturity and guide adoption of Mixpanel’s own AI surface (Mixpanel AI, Mixpanel Agent); escalate Model Context Protocol (MCP), headless, or agentic build requests to your Delivery Engineer. • Detect churn and health risk early, root-cause it, and own the value-linked save — pulling in your Account Executive (commercial lever), Delivery Engineer (technical lever), or Renewal Manager (if inside the renewal window) as needed. • Route technical requests (pipeline issues, tracking-plan changes, integration troubleshooting) to your Delivery Engineer, and unpurchased-product feasibility questions to your Customer Engineer (CE) via the Account Executive. • Spot use-case gaps that need a new product and source them to the Account Executive as expansion signals, with evidence attached. • Act as the senior escalation point on your team for high-stakes value-quantification disputes or churn situations. • Mentor CVA IIIs and contribute materially to team playbooks and best practices, extending your influence beyond your own portfolio. • Represent the Customer Value Architect function in cross-functional account-strategy conversations with Account Executive, Renewal Manager, and Delivery Engineer leadership on the most strategic or structurally complex accounts. We’re Looking For Someone Who Has • 6–8+ years of experience in Customer Success, consulting, or a related client-facing capacity, supporting business-to-business (B2B) Software-as-a-Service (SaaS) accounts, including direct experience managing complex, multi-stakeholder engagements — platform migrations, re-implementations, or comparable structured change programs — or equivalent experience from a technical program management, professional services, or product background that includes substantial, direct external customer-facing work. • Demonstrated ownership of a structured program or project plan spanning multiple workstreams and internal partners, not just a single-thread account relationship cadence. • Genuine comfort working directly with data: can read a dashboard, reason about an event taxonomy, and hold a credible conversation with a customer’s technical team, without needing to be the one implementing it. • A track record of executive-level relationship-building, and of being trusted to handle ambiguous, high-stakes situations — an escalation, a skeptical executive, a churn risk — without close supervision. • Experience building and running structured adoption or value plans that tie daily work to a defined, measurable outcome. • Hands-on experience with AI or agentic tooling beyond casual use — MCP-based workflows, LLM copilots, or similar. • Comfort mentoring others and actively contributing to a growing playbook or practice, not just executing your own book of accounts. • Good judgment on prioritizing across a portfolio of accounts by risk, tier, and opportunity. Bonus Points For • Background in product management, technical program management, or growth roles — provided it comes with real, direct external customer-facing experience, not purely internal roadmap ownership. • Experience running platform migrations or large-scale change-management programs with enterprise customers. • Familiarity with analytics instrumentation, event tracking, or data tooling. 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.