Senior Customer Value Architect

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.

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), a Renewal Manager (RM), and a Delivery Engineer (DE), each with a clear lane, converging on the same outcome for the customer.

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. You own the value case and adoption evidence that underpins both the Account Executive's expansion motion and the Renewal Manager's renewal, without ever owning pricing or commercial negotiation. You're also expected to mentor, sharpen team playbooks, and represent the CVA function in cross-functional account strategy.

• Own the onboarding outcome and time-to-value for your accounts, including the most complex accounts in the book.
• Own the overall onboarding program for complex accounts, sequencing your activities against the Delivery Engineer's technical implementation plan.
• Own the success plan for each account, mapping business objectives to specific use cases and setting measurable baselines.
• Build and own structured change-management plans for migration or re-implementation accounts.
• Lead customer enablement and training (dashboard design, funnel analysis, retention modeling).
• Build and maintain a network of champions and evangelists across the account.
• Monitor product usage and account health signals; run regular business reviews.
• Quantify value delivered against baseline and lead Quarterly Business Reviews (QBRs) and value reviews.
• Own the day-to-day relationship with a customer's technical stakeholders.
• 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).
• Detect churn and health risk early, root-cause it, and own the value-linked save.
• Route technical requests to your Delivery Engineer, and unpurchased-product feasibility questions to your Customer Engineer via the Account Executive.
• Spot use-case gaps that need a new product and source them to the Account Executive as expansion signals.
• 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.
• Represent the CVA function in cross-functional account-strategy conversations.

• 6–8+ years of experience in Customer Success, consulting, or a related client-facing capacity, supporting B2B SaaS accounts, including direct experience managing complex, multi-stakeholder engagements.
• Demonstrated ownership of a structured program or project plan spanning multiple workstreams and internal partners.
• 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.
• A track record of executive-level relationship-building and handling ambiguous, high-stakes situations.
• 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.
• Good judgment on prioritizing across a portfolio of accounts by risk, tier, and opportunity.

• Background in product management, technical program management, or growth roles with real external customer-facing experience.
• Experience running platform migrations or large-scale change-management programs with enterprise customers.
• Familiarity with analytics instrumentation, event tracking, or data tooling.

• 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

Note: benefits and perks for contract positions will vary.