Senior Customer Strategy & Operations Manager

Mixpanel · Londonsenior

In short

▸Líder estratégico y operativo en retención y expansión de clientes en una SaaS de crecimiento rápido.
▸Diagnostica riesgos de churn y oportunidades de upsell con datos, SQL y análisis avanzado.
▸Construye herramientas de IA y sistemas para escalar la operación de Customer Success.

Fluent English required for collaboration with global teams.

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What they ask for

✓5+ años en estrategia de ingresos, operaciones de CS o business operations en SaaS B2B de alto crecimiento.
✓Experiencia directa con equipos de Customer Success y resultados medibles en GRR, NRR o reducción de churn.
✓Conocimiento profundo de plataformas de CS (CSP) y su operación, incluyendo scoring de salud y flujos de trabajo.
✓Capacidad para analizar datos a nivel de cuenta con SQL y traducir hallazgos en decisiones accionables.
✓Habilidad para construir y gestionar procesos de forecast y pipeline post-ventas.
✓Experiencia en integración de datos entre Salesforce, plataformas de CS y datos del producto.

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SQLSalesforceMixpanelCS platform (CSP)AI-powered toolingData analyticsForecasting modelsGRRNRRCustomer health scoring

Who should you write to at Mixpanel?

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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 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 instin

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