Aurum Software

Junior Customer Success Analyst — Onboarding

Aurum Software

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

About the role

  • 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.

Requirements

  • Undergraduate degree (in progress or completed).
  • Basic knowledge of Customer Success.
  • Familiarity with Google Workspace tools.
  • Experience leading online meetings, trainings, and presentations.
  • Ability to document interactions and follow-ups in a structured manner.
  • Ability to map customer processes and routines, translating needs into platform usage.
  • Prior experience (even entry-level) in Customer Success, Onboarding, Support, or Customer Service (differential).
  • Experience in SaaS or technology companies, especially with a B2B business model (differential).
  • Interest or experience in the legal/firm management segment (relevant differential for Astrea).
Benefits
  • Meal/Food Allowance: R$ 1,100.00 monthly on a flexible card, with no payroll deduction.
  • Home Office Allowance: R$ 135.00 monthly, with no payroll deduction.
  • Health Plan: Bradesco (national coverage).
  • Dental Plan: SulAmérica.
  • Life Insurance.
  • Childcare Assistance: for children up to 5 years old.
  • Gympass/Wellhub: a wellness platform focused on physical activity and holistic health. Provides access to thousands of gyms, studios, live classes, and wellness apps for a single monthly fee.
  • Conexa Saúde: digital health platform with multiple specialties. Aurum team members have access to 2 free psychological consultations and 2 free nutritional consultations per month.
  • Guapeco: pet health plan with simple enrollment, nationwide coverage, and reimbursements up to 100%.
  • Partnership with language schools: discounts for English and Spanish courses with OpenEnglish, Fluentia, and Instituto Cervantes, available online and in-person.
  • Profit Sharing (PLR): if the team meets the annual goal, everyone receives profit sharing.
  • Year-end Relax Week: we do not work on business days between Christmas and New Year to rest and enjoy the end of the year.
  • Workstation Support: in addition to providing a laptop, we offer a R$ 2,400.00 allowance to set up a comfortable home workspace.
  • Birthday Day Off: in your birthday month you receive a full day off to rest and celebrate.
  • Work at a Great Place to Work©: we are recognized as one of the best companies to work for in Latin America and Brazil.
  • And more: culture of feedback, development guilds, Individual Development Plan (IDP) during onboarding, Aurum Talks, frequent company-wide meetings, transparency in OKRs, celebratory events, performance reviews, development programs, and other processes that support employee growth.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessOnboardingSaaSB2BDocumentationTrainingConsultative sessionsMetrics monitoringProcess mappingEngagement strategies
Soft Skills
CommunicationProactive problem-solvingCustomer engagementCollaborationPresentation skillsOrganizational skillsConsultative approachAdaptabilityInterpersonal skillsCustomer retention
Certifications
Undergraduate degree