At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high-volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. We are well-funded and well-established (in operation for 10 years with a presence in North America for four years). After closing a $30M Series B last year, we’re expanding our Customer Success team.

About Customer Success At Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

About The Role

The role of the Customer Success Manager is to build strong relationships with our customers through relational and strategic engagement. You will partner with key stakeholders with a focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using our platform.

Through running pilots and leading project rollouts, and developing quarterly engagement plans for around 3-6 enterprise-level customers, you will identify ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value. At Auror, we value co-location and have a hybrid flexible working model; the Auror office is located in the heart of downtown Denver where the majority of the team spend 3 days in the office and 2 days remotely.

Your responsibilites

Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
Working with our key champions to understand their priorities and how Auror can add value through ongoing strategic engagement at a market, regional, or user level
Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
Working with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at an AP/LP director-level
Partnering with customers on Change & Process Management
Analysing customer data and creating insights to drive better customer outcomes
Fostering collaboration across retail and law enforcement
Collaborating with Product, both as a subject matter expert and a customer advocate
Strategize and implement user engagement for a one:many approach through inbound support requests via in app messenger, phone, and email

This role reports to Shannon Howell, Customer Success Lead - North America

I joined Auror after working in the non-profit and financial management industry for almost a decade. I have led customer success teams of varying sizes and am excited to work with an incredibly talented, driven, and mission-minded group of people from all backgrounds. Going above and beyond is part of the touch of magic that we do for customers every day. I love when teams dive into problem solving with curiosity, passion, and empathy. I find joy in watching people grow, both personally and professionally. Outside of work, you can find me doing home renovations with my husband, cooking with friends, and trying the next best restaurant! You can check out my LinkedIn here.

Requirements

To ace this role, you will …

Previous Enterprise experience in Customer Success, Customer Care, Account Management roles preferably in the tech industry or experience in Asset Protection and Loss Prevention is also advantageous
You are analytical and have the ability to turn data into insights to drive structured and strategic solutions.
Have experience driving change management within business processes, systems and technology with a people-first focus.
Ability to guide our customers through rollouts and implementations, using your project management and people skills to make it as seamless and successful
Have the ability to see where our users are coming from, understand their day to day and be able to be empathic in their views.
Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone
Have an interest in the tech industry and have knowledge of Auror’s brand and story
Are happy to travel for regular customer meetings and events (<10% travel when that is possible again).

We are looking for pople who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Aurors guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Benefits

Competitive Salary Range: Depending on level of experience $100,000 - $120,000
Employee share scheme: You’ll own part of a company making a real difference!
Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
Shorter work weeks: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days, and up to three expert sessions paid for every year.
Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.
Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.
Making an impact: You’ll work to solve interesting problems and help us keep communities safe.

Next Steps

If you’re excited about our mission and you have experience and a passion for this role, please hit “Apply” below.

We’re proud that Auror is a place where everyone can learn and grow. So if you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway as we’d love to hear from you!

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.

Auror

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