Analyst, Customer Success Operations

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse, inclusive work culture, centered on great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

Job Overview

The primary purpose of this role is to provide operational support to the Customer & Partner Success organization through data-driven reporting on customer health and product usage.

By leveraging internal and external databases and reporting solutions, this role is critical in optimizing visibility into customer health, product adoption, and engagement. Responsibilities include creating, analyzing, fulfilling contractual and ad hoc customer reporting, and distributing meaningful usage reports (both standardized and bespoke) that provide insight into customer behavior and how customers engage with our platform.

This role supports Customer Success Managers, Account Managers, and leadership by monitoring customer and usage data, building and refining health-score and KPI frameworks, and delivering the metrics that inform QBR/EBR conversations and account strategy.

This position requires a keen eye for detail, a passion for analytics, and a talent for turning data into a clear story. The ideal candidate is adept at prioritization and has excellent communication and problem-solving skills, and is comfortable working in a fast-paced, frequently changing environment. This role works closely with Customer Success, Sales Operations, Marketing, and Product teams to ensure the organization has the reporting, analytics, and insights it needs to drive customer retention and growth.

Essential Duties & Responsibilities:

• Design, build, and maintain standardized and ad hoc reports and dashboards that track customer health, product adoption, feature usage, and engagement across the customer base
• Partner with Customer Success, Sales Operations, Product Management, and Marketing to define, refine, and operationalize the KPIs and health-score metrics used to guide account strategy
• Aggregate and analyze usage data from internal platforms and external tools to identify adoption trends, at-risk accounts, expansion opportunities, and whitespace
• Prepare and deliver customer-facing reporting packages (e.g., QBR/EBR decks, usage summaries, scorecards) that translate raw data into a clear business narrative for Customer Success Managers and their accounts
• Maintain a working knowledge of the platform(s) and services used across the customer base to ensure reporting accurately reflects real usage and configuration
• Own the accuracy, documentation, and governance of customer and usage data fields within Salesforce (SFDC) and other internal systems, ensuring data reaches the right teams and workspaces
• Support bulk data uploads, data cleanup, and ongoing maintenance of customer records tied to usage and reporting needs, as needed
• Field and triage inbound reporting and data requests from Customer Success, Sales, and Product teams, routing to the appropriate function when outside scope
• Provide monthly updates on reporting-related goals, KPIs, and project status
• Attend industry events as needed
• Perform other work-related duties as assigned

Requirements & Skills:

• 3+ years of experience in data/reporting analysis, business intelligence, or a related analytical role, ideally supporting Customer Success or Account Management
• Demonstrated ability to translate raw usage and account data into clear, decision-ready insights
• Strong organizational skills and the ability to build clear, repeatable reporting processes
• Self-motivated professional with a strong work ethic, integrity, and values
• Ability to read, analyze, and interpret data from multiple systems and provide meaningful insights
• Outstanding written and verbal communication skills, with the ability to present data to non-technical audiences
• Proficient in Microsoft Office Suite (with emphasis on Excel), internet navigation, and online meeting delivery software (e.g., WebEx, Zoom)
• Able to effectively navigate difficult conversations around data and account health
• Ability to self-organize and efficiently manage multiple priorities with a keen sense of urgency
• Critical thinking and independent problem-solving ability, while also knowing when to escalate to a manager
• Acute sense of prioritization and follow-through; high attention to detail and accuracy

• Preferred Qualifications

  • 5+ years of experience in data analytics, reporting, or customer/partner support
  • Experience with CRM (preferably Salesforce), Gainsight, and QuickSight or similar BI tools
  • Experience building dashboards or reports in tools such as Tableau, Power BI, or Looker
  • Knowledge and/or experience in related HCM industries (e.g., payroll administration, insurance providers, HR consulting, PEO business models)
  • BA/BS degree in Business, Analytics, Statistics, or a related field

Education:

• Education Requirements
  • BA / BS degree in Business, Analytics, Statistics, or a related field or experience

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.