Account Manager, SMB

About Mixpanel

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions.

Over 9,000 paid customers, including companies like Netflix, Pinterest, Sweetgreen, and Samsara, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.

About the Account Team 

Our Account teams manage the full post-sales lifecycle, helping existing customers leverage Mixpanel to analyze, measure, and improve their products. The Mixpanel team who manages the lifecycle of our top Strategic accounts consists of two roles:

• Account Managers are initially responsible for nurturing and driving adoption & utilization in an account, and then expanding our existing footprint. They focus on value realization, executive relationships, renewals, and strategic expansions. They identify new business units or teams who could get value from Mixpanel, navigate to decision makers in those groups, then run the sales motion to land those expansion opportunities.
• Customer Success Architects work with the AM to implement and onboard customers across a shared book of business, driving adoption and utilization and organically growing our most strategic accounts. They are usually the primary technical contact, and interact with customer users and stakeholders on a daily basis to ensure they are leveraging Mixpanel to the fullest. The CSA also often acts as a connection point to Mixpanel’s Product and Engineering teams who support our largest customers. 

About the Role

This is a hybrid role based out in San Francisco Bay Area. The Account Manager is responsible for supporting implementation, onboarding, adoption, utilization, renewal, and expansion activities in Mixpanel’s top accounts. This includes being responsible for the overall health of a customer, ensuring they are getting value from Mixpanel, and being the primary relationship lead for senior stakeholders. They are ultimately responsible for making sure customers in their portfolio are constantly learning from their data and extracting value out of their investment with Mixpanel, then strategically expanding Mixpanel’s footprint within the organization or to other subsidiary companies. The role blends commercial experience (renewal & expansion responsibilities) with technical savvy (product adoption) to bring value to enterprise customers. 

The Account Manager will identify and drive relationships with Senior/VP-level buyers and will bring deep knowledge and expertise on relevant trends. They are seen as a valued advisor, comfortable creating presentations and presenting to C-level audiences and driving strategic conversations around their investment in Mixpanel. They are highly organized, attuned to the customers’ needs, and able to oversee complex projects and prioritize requests.

Who You Are

• You are highly consultative with savvy business acumen
• You have sound data instincts and love making data-driven decisions with Mixpanel
• You are experienced working with executives at large enterprises
• You are technically curious and interested in learning new technologies
• You love to solve problems and always find a way to deliver value for our clients
• You can develop relationships with senior stakeholders which allow you to navigate up and across organizations
• You have the commercial skills and mentality to drive expansion deals

Responsibilities

• Strategic Account Planning: Own the creation, iteration, and execution of strategic account plans for each account. Continuously drive alignment between customer success plans and overall business goals.
• Primary Point of Contact: Act as the primary point of contact for all aspects of the account, both internally and externally, serving as the quarterback for account management.
• Onboarding & Adoption: Work with the CSA to guide new customers through the onboarding process, ensuring they understand Mixpanel's features and are set up for success. Provide ongoing training, support, and best practices to drive product adoption.
• Customer Advocacy: Gather customer feedback and share it with internal teams to influence product improvements and enhancements, ensuring customers' needs are met.
• Data Analysis & Forecasting: Utilize Mixpanel and other data sources to analyze customer behavior, forecast future trends, and identify areas for improvement. Collaborate cross-functionally with internal teams (Sales Engineering, Professional Services, Product, Marketing, Legal) to enhance account success.
• Churn Prevention: Identify at-risk customers early and address concerns proactively to prevent churn, ensuring customer satisfaction and long-term engagement.
• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and advocate. Facilitate executive alignment with involvement from Executive Sponsors to drive long-term success.
• Value Realization & Growth: Proactively identify opportunities for customers to extract more value from Mixpanel, helping them expand usage, achieve business objectives, and identify upsell and cross-sell opportunities.
• Business Monitoring & Insights: Constantly monitor customer businesses and their industries to understand potential opportunities or threats, aligning business reviews with customer initiatives. Use insights to provide strategic guidance and consult on Mixpanel’s place in the analytics market.
• Expansion & Renewal Management: Identify, qualify, and manage expansion opportunities while overseeing end-to-end renewal negotiations. Ensure consistent revenue growth through opportunistic upsells and retention efforts.

We're Looking For Someone Who Has

• Experience: 1-3 years of related work experience in full-cycle SaaS, post-sales customer management, or a similar role such as Account Manager, Customer Success Manager, Account Executive, Support, or Sales Engineer. Proven success in managing and growing accounts, with experience handling a 7-figure book of business and closing $50K+ sales opportunities. Experience with contracts over $100k in ARR
• Technical Aptitude: Strong technical acumen and understanding of how data-driven decision-making can transform products and businesses. Ability to engage with end-users and stakeholders in Engineering, Product, and Design functions by demonstrating deep product and industry knowledge.
• Communication & Collaboration: Clear and effective communicator, both written and verbal, with strong interpersonal skills. Ability to work cross-functionally, partnering with internal teams such as Sales, Product, Customer Success, Professional Services, and Engineering to solve complex problems. Experience collaborating on opportunities and bringing in technical resources as needed.
• Customer Management: Experienced in building and maintaining relationships with executive and C-suite stakeholders, with professional polish and confidence in delivering strategic presentations.
• Adaptability & Resilience: Demonstrated ability to thrive in a fast-paced, constantly changing environment. Agile, resilient, and able to encourage continuous improvement while adapting to evolving business needs.
• Ownership & Results-Driven: Strong sense of ownership, accountability, and a results-driven mindset. A strong work ethic, desire to learn, and commitment to excellence.
• Curiosity & Industry Knowledge: Deep curiosity for the product analytics space and staying informed about market trends and competitors.

This set of requirements blends both technical expertise and strong customer management skills, emphasizing a combination of experience in SaaS, data-driven decision-making, and relationship-building at an executive level.

Bonus Points For

• Experience managing relationships with high-growth tech companies.
• Experience with Mixpanel or another analytics tool (eg. Amplitude, Google Analytics, Adobe Analytics).
• Experience in a technical customer-facing role (Support Engineer / Customer Success Manager / Sales Engineer / Solutions Architect).
• Record of over-performing quota consistently.
• Experience scaling a successful B2B SaaS company.
• Experience running outbound motions to bring in additional stakeholders and drive cross-business unit expansion.

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 raised 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.