Customer Success Manager

About Auror

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.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

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, leading project rollouts, analyzing customer health metrics, and developing quarterly engagement plans for enterprise-level customers, you will identify ways to increase customer and user engagement and strengthen champion relationships. With the support of the Customer Success Specialists, you will run trainings and presentations to varying groups of stakeholders, users, and law enforcement to help them realize the value.

At Auror, we value co-location and have a hybrid flexible working model; the Auror office is located in the RiNo Neighborhood where the majority of the team spend 3 days in the office and 2 days remotely. This is a Denver-based role.

Your Responsibilities

• 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 large, 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 and Customer Success Associates 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
• Analyzing 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 Jen Gornstein, Customer Success Lead

I've worked in tech in customer-facing roles for my entire career across many industries. I started and spent most of my time in advertising and was lucky to get the opportunity to build and scale teams, but began a journey in 2022 to find more fulfilling work. I joined Auror because it was the perfect intersection of making an impact to keep communities safer, leading a high-performing team of amazing people, and within a rich company culture. At Auror, we build meaningful relationships with our customers and prioritize creating an environment for the team to do their best work, all working together to create safer environments for retail employees and shoppers. I'm excited to bring in new team members who share my passion for making customers successful and contributing to a larger mission.

I also enjoy spending time with my husband and our animals (2 dogs + cat), camping, snowboarding, and dancing!

You can check out my LinkedIn here.

About you

• 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 available to travel for regular customer meetings and events (up to 20% in North America)

We are looking for people 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 Auror’s 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.

• Competitive salary Range: Depending on level of experience, $80,000 - $110,000 (IC3)
• 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 (at full pay): 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.

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.