Aurum Software

Customer Success Manager

• Activate customers during the Onboarding phase, ensuring they can implement Astrea into their routines to facilitate the management of their processes and law firm operations.
• Establish and maintain effective communication with customers throughout the onboarding journey, ensuring clear messages aligned with customer needs.
• Conduct consultative sessions, training and masterclasses to guide customers on best practices and proper use of the platform to generate value.
• Ensure customer activation during onboarding by supporting the implementation of the tool in firm routines and promoting the use of key features.
• Work proactively on customer retention by identifying risks of early churn and proposing actions to increase engagement and adoption.
• Map customers’ goals and expectations, ensuring alignment between business needs and the solution provided.
• Monitor basic onboarding metrics and record interactions, progress, and risks in internal systems.
• Collaborate with internal teams (Product, Support, and Sales) to ensure a consistent customer experience.
• Contribute to the achievement of the team’s KRs, supporting sustainable growth for customers and the company.

Junior Customer Success Analyst — Onboarding

Analyst

• First of all, we'd like to tell you a little more about who we are. Shall we?
• Nice to meet you — we are Aurum! 🖤
• We are an established company in the legal software market. We use the most innovative technologies to enable a new way of practicing law. Our work helps thousands of lawyers manage their tasks better and increase their daily productivity. Pretty cool, right?
• Want to know a secret? We can only do all of this because we have the best people here. 😎
• And what do we call this crew? #AureanPeople. Today we are more than 200 people across Brazil and we also have support from our offices in Florianópolis (SC) and São Paulo (SP). No matter where we are, our culture is the same, always guided by our values.
• With the support of such amazing people, strong values and a great culture, we have earned the Great Place to Work™ certification 10 times, and in 2024 we were well positioned in all three rankings we participated in.
• And do you know what we look for in the people who join our team?
• We're looking for professionals who value autonomy, responsibility, teamwork, continuous learning, collaboration, communication, and of course closeness and transparency! If you identify with this kind of environment, we're already starting to match! 🥰
• We consider every person on our team unique and special, so everyone is welcome — we provide a safe environment for our Aureans to express themselves as they are.
• 📌 Within the CS team your mission will be: Lead portfolio management strategically, promoting healthy client evolution and sustainable base growth, acting with individual responsibility, continuous dialogue, relational proximity and team spirit. We expect an attitude that balances career development and collective impact, understanding that customer longevity and the quality of the partnership are at the center of decisions and deliverables.
• 👉 One important note about this role: the work model is 100% Remote!

Customer Success Analyst (Mid-Level)

Marketing

• Analisar e monitorar sinais da base de clientes (dados de uso, perfil e engajamento) para identificar oportunidades claras de expansão;
• Planejar e executar campanhas de Upsell e Cross-sell, definindo segmentação, canais e mensagens focadas em valor e benefícios do produto;
• Atuar em conjunto com a liderança e o time Comercial para definir a priorização de contas e a estratégia de abordagem (automatizada vs. humana);
• Otimizar a régua de relacionamento com a base, garantindo que os contatos sejam relevantes e oportunos, evitando a saturação de mensagens;
• Acompanhar e reportar métricas de sucesso da expansão: Taxa de Conversão, Receita de Expansão e eficácia das campanhas;
• Criar hipóteses e rodar testes para validar quais gatilhos e argumentos geram maior engajamento e venda na base;
• Retroalimentar as áreas de Produto e Vendas com insights sobre o comportamento dos clientes impactados pelas campanhas.

Analista de Marketing Pleno – Foco Expansão base de clientes

Sales

• Lead, develop and monitor the commercial/sales team;
• Ensure the operation's commercial targets are met;
• Design, monitor and optimize the sales funnel and pipeline;
• Analyze performance indicators (conversion, average deal size, sales cycle, forecast);
• Lead management rituals (team meetings, 1:1s, performance follow-ups);
• Directly engage in strategic negotiations and key accounts;
• Identify process bottlenecks and propose continuous improvements;
• Define and track commercial OKRs aligned with the operation's strategy;
• Work closely with Marketing, Customer Success and other operational areas;
• Act as the voice of the market and prospective customers within the organization;

Junior Customer Success Analyst — Onboarding

Customer Success Analyst (Mid-Level)

Analista de Marketing Pleno – Foco Expansão base de clientes

Commercial Coordinator