Customer Value Architect, EMEA

About the Role

Not a technical role, despite 'architect' in the title, this is relationship and strategy work, not engineering. Customer success, account management, or consulting backgrounds are a better fit than technical ones.

The right candidate is a relationship-first advisor who thrives on connecting customers' Mixpanel investment to real business outcomes. You'll be the consultative owner of adoption, value, and AI maturity across a named portfolio of high-value accounts, engaged from onboarding through the full contract lifecycle. You are accountable for the outcome, not the commercial relationship owning the value case and the adoption plan behind it. You will build the executive relationships and strategic plans that make Mixpanel indispensable to how your customers build products.

Responsibilities

• Connect mixpanel to customer value
  • Own our value workstream with customers - understanding the business challenges that led them to buy Mixpanel, how they measure the ROI of their investment, and ensuring that they achieve that ROI by working across the customers’ teams and collaborating internally with other Mixpanel teams.
  • Build and own relationships across business and technical stakeholders, including executive sponsors, aligning Mixpanel's capabilities to customers' highest-priority goals.
  • Develop and execute success plans that map customer business objectives to adoption milestones and measurable outcomes.
  • Perform ongoing discovery of the customer’s business priorities, internal toolset, and ongoing business pain – synthesize this information into actions that feed your success plans and share information with internal partners as needed.
  • Operate in lockstep with the AE and renewal team, with clear lanes: you partner with the AE on expansion and growth motions and with the renewal team on renewal execution, bringing the value case and adoption evidence that underpins both. You own the value case; they own the commercial outcome.
• Own value delivery and product relationship
  • Lead customer enablement sessions—covering topics like dashboard design, funnel analysis, and retention modeling—to grow Mixpanel usage depth and breadth across the customer organization.
  • Proactively monitor product usage and health signals; lead regular business reviews to surface insights, deepen adoption, and surface risk early.
  • Drive customer adoption - both identifying new pockets for Mixpanel usage within an organization and strategies for re-engagement where adoption is low.
  • Identify underutilized features and contracted capabilities, translating them into concrete recommendations that expand customer value.
  • Triage customer product requests and issues - solving their use case questions, basic troubleshooting and escalating as appropriate
• Own the AI Conversation
  • Assess a customer's AI maturity and advise on their agent and context strategy, this is now a first-class part of the job, not a bonus skill.
  • Fluently use Mixpanel's own AI surface (Mixpanel AI, Mixpanel Agent, Headless, and MCP) to help customers building AI-native workflows on their product data.
  • Use AI as a personal operating habit: a rehearsal partner for executive conversations, a discovery-prep engine and stakeholder sentiment analysis.
• Be the voice of the customer to cross-functional partners
  • Coordinate across GTM, Product, and Engineering to manage escalations, advocate for customer needs, and bring the right resources to bear.
  • Contribute to team playbooks and best practices that scale impact across the broader CS organization.

We're Looking For Someone Who Has

• Experience in Customer Success, management consulting, or a related field supporting complex B2B SaaS accounts.
• A track record of managing relationships at every level across different functions (from business executives to technical ICs) and influencing decisions at the C-suite level.
• The ability to translate technical concepts—data models, analytics instrumentation, product metrics—into business terms that resonate with non-technical stakeholders.
• Demonstrated ability to drive platform adoption and connect product usage to customer business outcomes.
• Experience building and executing strategic value and adoption plans – tying day-to-day activities to strategic outcomes and being able to communicate wins in terms of ROI.
• Hands-on experience with agentic or AI-native tooling. MCP-based workflows, LLM copilots, or similar (beyond casual ChatGPT use.)

Bonus Points For

• Background in product analytics, growth, or data-driven product development.
• Experience in a technical advisory or solutions capacity (e.g., implementation, professional services).
• Familiarity with analytics instrumentation, event tracking, or data tooling.

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