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Customer Success Analyst
Aurum Software. Engage customers, bring them into Themis’s regular usage routine, and keep them at the center of all activities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success within the legal sector, focusing on customer engagement, training, and metrics analysis. Proficient in managing customer portfolios and aligning with team objectives to drive customer satisfaction and retention.
Highest-signal resume keywords
Customer Success ExperienceLegal Sector KnowledgeCustomer Training DeliveryNegotiation SkillsOKR Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Churn AnalysisMRR ChurnNRRExpansion MRRGRRNPSCSATCustomer Health ScoreAdoption RateTime to Value
Soft Skills
Consultative ApproachProactive OutreachCollaboration
Tools & Technologies
Customer XIntercom
Industry Keywords
Legal IndustryCustomer Portfolio ManagementCustomer EngagementCustomer MetricsHybrid Work Model
About the role
Key responsibilities & impact- Engage customers, bring them into Themis’s regular usage routine, and keep them at the center of all activities
- Proactively manage the customer portfolio both in person and through a consultative approach
- Make calls and conduct proactive outreach
- Visit customers in person in São Paulo and other locations
- Represent Themis and Aurum at legal industry events
- Train customers on product usage
- Lead customer negotiations when necessary
- Monitor and interpret portfolio metrics
- Work in alignment with the team’s OKRs
- Collaborate with Account Managers and other departments
Requirements
What you’ll need- Previous experience in Customer Success
- Experience in the legal sector, such as working in a legal department or law firm
- Knowledge of key Customer Success metrics and critical analysis, including Churn, MRR Churn, NRR, Expansion MRR, GRR, NPS, CSAT, Customer Health Score, Adoption Rate, Time to Value (TTV), percentage of at-risk customers, and portfolio revenue
- Knowledge and practical experience with OKRs
- Experience delivering customer training, including live, online, or in-person training
- Negotiation skills
- Based in São Paulo to work in a hybrid model and visit customers and attend events
- Preferred: degree in Law, Business Administration, or a related field
- Preferred: previous experience as a Project Analyst
- Preferred: knowledge of Customer X and/or Intercom
Benefits
Comp & perks- Meal/Food Allowance: R$1,300 per month on a flexible benefits card, with no payroll deduction
- Home Office Allowance: R$135 per month, with no payroll deduction
- Health Insurance: Bradesco national plan
- Dental Insurance: SulAmérica
- Life Insurance
- Extended parental leave through the Empresa Cidadã Program
- Daycare allowance for children up to 5 years old
- Gympass/Wellhub
- Conexa Saúde: 2 free psychological consultations and 2 free nutritional consultations per month
- Guapeco: nationwide pet health insurance with reimbursements of up to 100%
- Discount partnerships for English and Spanish courses with OpenEnglish, Fluentia, and Instituto Cervantes, available online and in person
- Profit Sharing and Results Program (PLR)
- Relax Week: business days between Christmas and New Year’s Day off
- Workstation Allowance of R$2,400
- Laptop loan
- Birthday day off
- Great Place to Work
- Feedback-driven culture, development guilds, an Individual Development Plan (IDP) during onboarding, Aurum Talks, frequent meetings, OKR transparency, celebratory initiatives, performance reviews, and development programs