Senior Customer Strategy & Operations Manager

About the role

In this position, you will act as the key strategic advisor and operational collaborator to the Vice President of Global Customer Success. Your responsibilities will encompass a thorough analysis of customer data to enhance retention and identify expansion opportunities. Additionally, you will be instrumental in developing systems and AI-driven tools that will facilitate the scaling of our post-sales operations.

Key facts

What you'll do

• Conduct in-depth analysis of account-level data to pinpoint factors that may lead to customer churn and to uncover potential areas for expansion.
• Create and sustain forecasting models that track Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion pipelines.
• Oversee the operational cadence for the Customer Success (CS) organization, which includes orchestrating executive reviews and leadership retreats.
• Collaborate closely with the systems team to ensure integration of the Customer Success platform with Salesforce and product data.
• Innovate and develop AI agents along with automated workflows aimed at enhancing organizational efficiency and productivity.
• Work in partnership with Go-To-Market (GTM) leadership to ensure that post-sales strategies are in alignment with the overarching objectives of the company.
• Lead initiatives that focus on improving customer engagement and satisfaction through data-driven insights.
• Monitor industry trends and best practices to continually refine and enhance the Customer Success strategy.
• Provide training and support to the CS team on new tools and processes to ensure successful adoption and utilization.
• Engage in cross-functional collaboration to drive alignment and support for customer-focused initiatives across the organization.
• Prepare and present reports to senior management that summarize findings and recommend actionable strategies based on data analysis.
• Foster a culture of continuous improvement within the CS organization by encouraging feedback and implementing best practices.

Requirements

• A minimum of 5 years of experience in Revenue Strategy, Sales Strategy, Customer Success Operations, or Business Operations, particularly within a rapidly growing B2B SaaS environment.
• A proven history of effectively supporting Customer Success or post-sales teams, demonstrating a direct influence on retention and expansion metrics.
• Hands-on experience with the administration or deployment of a Customer Success Platform (CSP).
• Strong skills in SQL, with the ability to write queries and build data models for analysis.
• Familiarity with products aimed at Enterprise customers and the unique challenges they present.
• Exceptional ability to distill complex data into clear, actionable recommendations for executive leadership.
• Daily proficiency in developing AI capabilities, agents, or automations that enhance operational processes.

Nice to have

• Experience working in a hybrid work environment, demonstrating adaptability and effective communication skills.
• Familiarity with advanced analytics tools and methodologies that can be applied to customer success metrics.
• Previous involvement in cross-departmental projects that required collaboration with sales, marketing, and product teams.

Skills & tools

• Proficient in data analysis and visualization tools, such as Tableau or Looker.
• Strong understanding of CRM systems, particularly Salesforce, and their integration with Customer Success platforms.
• Knowledge of AI technologies and their application in customer success and operational efficiency.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.

Practical notes

• The compensation package includes a base salary along with variable pay options, such as bonuses or commissions.
• Candidates may be eligible for equity considerations as part of their compensation.
• Comprehensive benefits are offered, including medical, vision, and dental insurance, mental wellness support, a 401(k) plan, parental leave, and generous vacation policies.
• Salary ranges are regularly benchmarked against Radford SF Bay Area Technology data and are updated biannually to ensure competitiveness.

About the company

Mixpanel turns data clarity into innovation. Trusted by more than 29,000 companies, including Workday, Pinterest, LG, and Rakuten Viber, Mixpanel's AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence.