Customer Value Architect
Own value realization, adoption, and AI maturity for high-value B2B SaaS customers. The role requires customer success or consulting experience, executive relationship management, strategic planning, ROI communication, and hands-on familiarity with AI-native tooling.
About the job
Responsibilities
- Own the customer value workstream, connecting Mixpanel investment to business outcomes and measurable ROI.
- Build relationships with executive sponsors, business stakeholders, and technical contributors across named high-value accounts.
- Develop and execute strategic success, value, and adoption plans tied to customer objectives, adoption milestones, and measurable outcomes.
- Discover customer priorities, tooling, and business pain; translate findings into action plans and internal collaboration.
- Partner with account executives on expansion and growth motions and renewal teams on renewal execution, owning the value case and adoption evidence.
- Lead enablement sessions on dashboard design, funnel analysis, and retention modeling.
- Monitor product usage and health signals; lead business reviews, identify adoption risks, and drive deeper and broader usage.
- Identify underutilized features and contracted capabilities and turn them into recommendations that increase customer value.
- Triage product requests and use-case questions, provide basic troubleshooting, and escalate issues when appropriate.
- Assess customer AI maturity and advise on agent and context strategies.
- Use Mixpanel AI, Mixpanel Agent, Headless, and MCP to support AI-native workflows on product data.
- Coordinate with go-to-market, Product, and Engineering teams on escalations and customer advocacy.
- Contribute to customer success playbooks and scalable best practices.
Requirements
- Experience in customer success, management consulting, or a related field supporting complex B2B SaaS accounts.
- Experience managing relationships across business and technical functions, including C-suite stakeholders.
- Ability to translate technical concepts such as data models, analytics instrumentation, and product metrics into business terms.
- Demonstrated ability to drive platform adoption and connect product usage to business outcomes.
- Experience creating and executing strategic value and adoption plans, including communicating ROI.
- Hands-on experience with agentic or AI-native tooling, such as MCP-based workflows or LLM copilots.
Nice-to-haves
- Background in product analytics, growth, or data-driven product development.
- Experience in technical advisory, implementation, or professional services.
- Familiarity with analytics instrumentation, event tracking, or data tooling.
Benefits
- Medical, vision, and dental care.
- Mental wellness benefit.
- Vacation and company holidays.
- Enhanced parental leave.
- Volunteer time off.
Skills
Customer Success, B2B SaaS, Product Analytics, Data Models, Analytics Instrumentation, Product Metrics, Mixpanel Ai, Mcp, Llm Copilots, Event Tracking, Data Tooling
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