First and foremost, we’d like to tell you a bit more about who we are. Shall we? Nice to meet you—we’re Aurum! We’re an established company in the legal software market. We leverage the most innovative technologies to enable a new way of practicing law. Our work helps thousands of lawyers better manage their daily tasks and boost their productivity. Pretty cool, right? **Here’s a little secret: we can only achieve all this because we have the best people on our team.** And what do we call these amazing individuals? \#GoldenPeople. Today, we’re over 200 people spread across Brazil—and we’re also supported by our offices in Florianópolis (SC) and São Paulo (SP). **It doesn’t matter where we are—the culture is the same, always guided by our core values.** In fact, with the support of such incredible people, strong values, and an outstanding culture, we’ve earned the **Great Place to Work** certification ten times—and in 2024, we ranked highly across all three rankings we participated in. **So, what kind of people are we looking for to join our Team?** We’re seeking professionals who value autonomy, responsibility, teamwork, continuous learning, collaboration, communication—and, of course, closeness and transparency! If this environment resonates with you, we’re already starting to *match*! We recognize that every member of our team is unique and special—so everyone is welcome. We foster a safe environment where GoldenPeople can express themselves authentically. **Within the Ongoing Astrea Customer Success Team, your mission will be:** To safeguard Aurum’s MRR by ensuring clients in your portfolio consistently and appropriately use Astrea in their daily workflows—thereby achieving expected success through a high-quality experience. This is accomplished through proactive outreach, strategic consultations, group training sessions, webinars for the client base, 1:Many initiatives, and reactive support. **Oh—one important detail about this role:** The work model offered is fully **Remote!** **Responsibilities and Duties** **Now take a look at the key responsibilities for this role:** * Safeguard Aurum’s MRR by meeting established financial targets; * Ensure a strong engagement rate among clients using Astrea—accessing it regularly and achieving their goals through the product; * Advocate internally for the customer, clearly articulating their needs and priorities to other teams; * Uphold quality across all customer touchpoints; * Deliver strategic consultations to help clients maximize Astrea’s value in their day-to-day operations; * Conduct 1:1 and 1:Many trainings whenever needed to drive client engagement; * Support clients via chat, WhatsApp, phone, and/or videoconference as required; * Report potential bugs to the technology team; * Strategically and proactively manage your portfolio—anticipating scenarios and developing action plans to achieve results; * Maintain strong information governance, ensuring all customer interactions are accurately documented in our tools; * Mediate and manage conflict situations and crises—minimizing negative impacts for both Aurum and clients; * Master Aurum’s solutions and continuously stay updated on newly launched features; * Continuously deepen your knowledge of the legal market—including its trends and how clients operate; * Suggest and contribute to improvements across the Ongoing and CX areas as a whole; * Embody Aurum’s values and culture; * Participate in team hiring processes and support the development of colleagues; **Requirements and Qualifications** **To apply for this position, we expect you to have:** * Experience in Ongoing Customer Success or related areas (e.g., onboarding, CX); * Strong verbal and written communication skills; * Basic knowledge of data analysis and CX metrics; * Time management and prioritization skills; * Facilitation skills for both large groups and 1:1 settings; * Conflict and crisis management skills. **Nice-to-have qualifications include:** * Experience with tech-touch and/or 1:Many strategies in CS; * Experience in the legal market; * Experience with SenseData; * Experience with Reclame Aqui. **Additional Information** **Here’s what we offer GoldenPeople:** * **Meal/Voucher Allowance:** R$ 1,100.00 per month on a flexible card—no payroll deduction. * **Remote Work Allowance:** R$ 135.00 per month—no payroll deduction. * **Health Insurance:** Nationwide Bradesco plan. * **Dental Insurance:** SulAmérica plan. * **Life Insurance.** * **Childcare Assistance:** For children up to 5 years old. * **Gympass/Wellhub:** A holistic wellness platform focused on physical activity and overall health—providing access to thousands of gyms, studios, live classes, and wellness apps, all for a single monthly fee; * **Conexa Saúde:** A digital health platform offering multiple specialties. GoldenPeople receive 2 free psychological consultations and 2 free nutritional consultations per month. * **Guapeco:** Pet health insurance with simple enrollment, nationwide coverage, and reimbursements of up to 100%. * **Language School Partnership:** Discounted English and Spanish courses through OpenEnglish, Fluentia, and Instituto Cervantes—in both online and in-person formats. * **Profit Sharing (PLR):** If the team meets its annual target, everyone (yes, really!) shares in the profits! * **Relax Week:** We don’t work on business days between Christmas and New Year’s to rest and enjoy the holiday season however each person prefers. * **Workstation Allowance:** In addition to lending you a laptop for comfortable remote work, we provide a R$ 2,400.00 allowance. * **Birthday Leave:** You get a full day off during your birthday month to relax and celebrate. * **Work at a Great Place to Work:** We’re one of the best companies to work for in Latin America and Brazil. * **And much more!** With a **feedback-driven culture**, **development guilds**, **PDIs during onboarding**, **Aurum Talks**, regular all-hands meetings, **OKR transparency**, celebratory initiatives, performance reviews, and development programs—all designed to continually grow GoldenPeople. So—does this sound appealing? Then come join us :) Nice to meet you—we’re **Aurum**! For over 30 years, we’ve been building technology for the next generation of legal practice. Through our two software platforms—**Astrea** and **Themis**—we serve over 20,000 clients, ranging from independent lawyers to entire legal departments. Here, we deliver technology that simplifies and adapts to each client’s pace. Our greatest differentiator is delivering an experience of innovation and freedom—not just to our clients, but also to our team members. That’s because we’re an environment that respects individuality and empowers the growth of every GoldenPerson. Working at Aurum means having the autonomy to innovate, the freedom to grow, and being part of a team that makes everything flow effortlessly. That’s why we value development and cultivate a learning-oriented environment built on strong collaboration. PDIs, 1:1s, the Leadership Development Program, and recurring feedback are just some of the initiatives supporting GoldenPeople. Respect for individuality is lived daily through our ongoing commitment to fostering a diverse and inclusive workplace. Our 200+ GoldenPeople can truly be themselves here. We believe diversity fuels innovation—and each representative of a diverse group strengthens our team. With our primarily remote work model, we’ve created an even more open space for diverse talent. In this context, our physical offices in Florianópolis and São Paulo serve as optional complements to our culture—always open to those who wish to experience in-person interaction. **That’s why (and so much more), working at Aurum means having \#GoldenPride in being:** * Certified ten consecutive times by Great Place to Work (GPTW); * Ranked 79th best company to work for in Latin America (Top 100 Small & Medium Enterprises, GPTW LatAm 2025); * Ranked 30th best medium-sized company to work for in Brazil (2025); * Ranked 5th best medium-sized company to work for in Santa Catarina (2025); * Ranked 7th best technology company to work for in Brazil (2025); * A leader in development and cultural initiatives; * A co-steward in maintaining a safe environment for every GoldenPerson; * Part of a team with gender equity across all seniority levels; Visit our Culture Manifesto to learn more about the Golden way of working! Explore the portal transforming the daily routines of thousands of lawyers! And of course—don’t forget to check out our other social media channels! #### **Before reviewing our open opportunities, here’s what we offer GoldenPeople:** Liked it? Check out our open positions and join our Team!