Senior Customer Analytics & Operations Lead

Mimecast North America, Inc.; Lexington (MA); Hybrid; USD 124,000 - 186,000; Full time

Job summary

Mimecast North America, Inc. in Lexington, MA is hiring a Senior Customer Operations Data Analyst to own performance metrics across Support, Professional Services, Customer Success, and Renewals.

You will design dashboards, analyze usage and financial data, and surface risks, partnering with CxD leaders and the AI team to measure the impact of AI-driven tools. You will validate data from Salesforce, Gainsight, Zendesk, ServiceNow, and Snowflake, automate reporting, and deliver actionable

Qualifications

• A bachelor's degree in Business, Data Analytics, Statistics, Economics, or a related field, or equivalent practical experience
• Substantial experience independently delivering data analysis, business intelligence, or operations analytics in a complex environment, ideally within customer support, customer success, or professional services
• Advanced SQL skills and experience querying and modeling large datasets in a cloud data warehouse such as Snowflake, Redshift, or BigQuery
• Proficiency with a BI and visualization platform such as Tableau, Power BI, or Looker
• Hands-on experience with CRM or customer success platforms such as Salesforce, Gainsight, Zendesk, or ServiceNow
• Advanced Excel or Google Sheets skills, including pivot tables and complex formulas
• Strong business acumen and the ability to translate data into clear, actionable recommendations for non-technical stakeholders
• Excellent written and verbal communication skills, with confidence presenting findings directly to functional leaders
• The judgment and autonomy to manage multiple concurrent requests and prioritize effectively in a fast-moving environment
• Experience using Python or R for statistical analysis, forecasting, or risk and propensity modeling is advantageous
• Familiarity with AI and machine learning concepts, including partnering with data science or AI teams to define and track success metrics, is advantageous
• Experience in SaaS, cybersecurity, or enterprise technology, particularly building customer health scores or churn and renewal risk models, is advantageous
• Familiarity with workflow automation and self-service BI adoption practices is advantageous

Responsibilities

• Design, build, and maintain recurring dashboards and reporting for Support, Professional Services, Customer Success, and Renewals, covering metrics such as SLA and CSAT performance, ticket volume and resolution time, utilization, engagement, and renewal and retention rates
• Analyze usage, support, engagement, and financial data to identify at-risk accounts and segments, refine risk-scoring approaches, and proactively surface emerging trends to CxD leadership
• Deliver timely deep-dive analyses of operational performance, customer cohorts, process bottlenecks, and emerging issues, with clear findings and actionable recommendations
• Partner directly with CxD function leaders to understand evolving data needs, define and refine KPIs, and translate ambiguous business questions into structured analyses
• Mine operational data to identify cross-functional trends and connect insights that individual teams may not see on their own
• Partner with Mimecast's corporate AI team and CxD AI workstreams to define success metrics, track project performance, and measure the impact of AI-driven tools on customer and operational outcomes
• Validate the accuracy and integrity of data from systems such as Salesforce, Gainsight, Zendesk or ServiceNow, and Snowflake, resolving or escalating quality issues at the source
• Automate recurring reporting and develop self-service analytics that enable CxD teams to answer routine questions independently

Skills

SQL

Python

R

Excel

Communication

Problem solving

AI concepts

Analytics storytelling

Education

Bachelor's degree in Business, Data Analytics, Statistics, Economics, or a related field

Tools

Salesforce

Gainsight

Zendesk

ServiceNow

Snowflake

Redshift

BigQuery

Tableau

Power BI

Looker

Salesforce

Excel

Job description

Mimecast North America, Inc. in Lexington, MA is hiring a Senior Customer Operations Data Analyst to own performance metrics across Support, Professional Services, Customer Success, and Renewals.

You will design dashboards, analyze usage and financial data, and surface risks, partnering with CxD leaders and the AI team to measure the impact of AI-driven tools. You will validate data from Salesforce, Gainsight, Zendesk, ServiceNow, and Snowflake, automate reporting, and deliver actionable