Aurum Software

Customer Success Analyst (Mid-Level)

Aurum Software

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • 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!

Requirements

  • To participate in this selection, our expectation is that you have:
  • Proven experience as a Customer Success Analyst (Mid-Level) or equivalent position.
  • Previous experience in B2B SaaS companies, preferably in the legal or legaltech segment.
  • Proven experience in upmarket account management, driving the evolution of clients from low-touch to high-touch models through increased adoption, engagement, and business value.
  • Experience managing mid- and high-value portfolios, including high-touch models.
  • Experience with the full customer relationship lifecycle, from operation stabilization to renewals and partnership expansion.
  • Direct involvement in critical customer journey moments such as churn risk, dissatisfaction, renegotiation, and customer decision-making.
  • Experience in environments driven by targets, KPIs, and recurring performance tracking.
  • Previous experience participating in and representing the company at legaltech ecosystem events, working on relationship building, brand strengthening, and strategic engagement with clients and decision-makers.
  • Solid knowledge of the legal context and the routines of law firms or legal departments.
  • Proficiency in ongoing Customer Success practices, including reading health indicators and active portfolio management.
  • Experience leading strategic meetings with executive stakeholders (C-level), presenting QBRs, and conducting client calls.
  • Ability to document processes, decisions, and client history in a structured way.
  • Familiarity with OKRs, quarterly planning, and goal tracking.
  • Strong analytical skills to support decision-making.
  • It is a plus if you have:
  • Interest in career growth within Customer Success, with a medium- to long-term perspective.
  • Ability to act as an informal reference, influencing best practices within the team.
Benefits
  • Meal/Food Allowance: R$ 1,100.00 monthly on a flexible card, no payroll deductions.
  • Home Office Allowance: R$ 135.00 monthly, no payroll deductions.
  • Health Insurance: Bradesco (national).
  • Dental Plan: SulAmérica.
  • Life Insurance.
  • Childcare Assistance: For children up to 5 years old.
  • Gympass/Wellhub: wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes and wellness apps for a single subscription fee.
  • Conexa Saúde: digital healthcare platform offering various specialties. Aureans have access to 2 free psychological consultations and 2 free nutrition consultations per month.
  • Guapeco: pet health plan with simple enrollment, national coverage and reimbursements up to 100%.
  • Language School Partnerships: discounted programs for English and Spanish with OpenEnglish, Fluentia and Instituto Cervantes, available online and in-person.
  • Profit Sharing (PLR): if the team hits the annual target, everyone (for real!) receives profit sharing!
  • Relax Week: We do not work on business days between Christmas and New Year's, so everyone can rest and enjoy the end of the year as they prefer.
  • Home Workspace Allowance: in addition to providing a laptop, we offer a R$ 2,400.00 allowance to set up a comfortable home workspace.
  • Birthday Day Off: During your birthday month you get a full day off to rest and celebrate.
  • Work at a Great Place to Work©: We are one of the best companies to work for in Latin America and Brazil.
  • And much more! With a feedback culture, development guilds, Individual Development Plan (PDI) at onboarding, Aurum Talks, frequent company-wide meetings, OKR transparency, celebratory events, performance evaluations, development programs, and other processes that help grow our Aureans.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessB2B SaaSaccount managementcustomer relationship lifecycleportfolio managementKPI trackinganalytical skillsOKRsQBRsclient calls
Soft Skills
autonomyresponsibilityteamworkcontinuous learningcollaborationcommunicationrelational proximityteam spiritinfluencing best practicesdocumenting processes
Certifications
Great Place to Work™ certification