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Salary: USD 85,000 - 105,000 / annual
Auror is a 12-year-old company founded in New Zealand that helps retailers tackle organized retail crime, a $150 billion global problem. The company works with leading retailers across the US, Canada, Australia, New Zealand, and the UK, using technology and intelligence to reduce violent retail crime. Auror is also integrating AI responsibly to enhance detection, customer support, and internal workflows.
As a Customer Success Manager, you will drive long-term strategic value and deep product integration across enterprise partnerships. You own the post-onboarding lifecycle for enterprise customers, defining success roadmaps and ensuring sustained ROI. Your responsibilities include:
- Strategic Account Direction: Own the post-onboarding lifecycle for enterprise customers, defining long-term vision and success roadmaps to ensure sustained ROI.
- Drive Deep Adoption: Embed the platform into the customer's culture and standard operating procedures (SOPs).
- Refreshed Engagement Practices: Lead high-impact business reviews (QBRs/CVRs) and executive briefings focused on outcome storytelling rather than feature updates.
- Growth & Expansion: Partner with Retail Partnership Managers and Account Executives to identify upsell opportunities and new department rollouts based on evolving customer needs.
- Outcome Analytics: Transform complex data into actionable insights proving the platform's value in reducing shrink, improving safety, and optimizing operations.
- Champion Development: Cultivate deep relationships with senior loss prevention stakeholders and turn them into vocal advocates.
- Cross-Functional Advocacy: Serve as the Voice of the Customer for the Product team, providing feedback that shapes the platform based on mature user needs.
- Consultative Change Management: Support customers through organizational shifts, ensuring the technology remains central to evolving business processes.
This role reports to Evan Bishop, Customer Success Lead, who leads a team of CSMs focused on customer engagement, adoption, and long-term retention.
REQUIREMENTS:
- Experience in Enterprise Customer Success or Account Management (SaaS preferred)
- Ability to navigate complex hierarchies and speak the language of senior leaders
- Data-driven mindset: can transform raw engagement data into compelling narratives about crime reduction and business value
- Growth mindset with a commercial eye to spot opportunities where the platform can solve additional customer problems
- Master of influence: can drive change without direct authority and coach customers to adopt new habits
- Proactive problem solver who monitors health metrics and intervenes early to course-correct engagement
- Collaborative and adaptive, comfortable working in a specialized ecosystem
- Comfortable with regular travel to build face-to-face rapport and attend industry events
- Strong alignment with Auror's Guiding Principles (available on careers page)
