Junior Customer Success Analyst — Onboarding
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Job Description
Customer Success Analyst onboarding clients at Aurum, a legal software company. Ensuring effective implementation of Astrea and client engagement throughout the onboarding process.
Responsibilities:
- 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.
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