Customer Success Data Analyst - Mitratech

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.

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 that provide insight into customer behavior and how customers engage with our platform.

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 and 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.