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Salary: AUD 90,000 - 115,000 / 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 crime. Auror is also integrating AI responsibly into its platform and operations.
As a Customer Success Manager based in Melbourne, you will be an experienced individual contributor who partners with senior and executive stakeholders to ensure customers achieve measurable crime reduction outcomes from the Auror platform. You'll design and deliver engagement strategies that drive adoption, lead change management efforts, and influence at every organizational level—from frontline teams to senior executives—using storytelling, data, and deep product expertise.
Key responsibilities include:
• Build and execute engagement strategies that drive adoption and deliver measurable outcomes; lead change management efforts to build stakeholder buy-in and align teams around long-term value.
• Ensure customers extract full value from Auror's platform and modules; proactively close utilization gaps and turn customer data into compelling narratives that demonstrate impact.
• Partner closely with Retail Partnership Managers (Account Managers) to strengthen enterprise relationships and unlock account growth opportunities.
• Proactively surface customer insights to improve outcomes and feed into the product roadmap; develop strategies for both one-to-one and scalable engagement.
• Foster collaboration between retailers and law enforcement; identify and strengthen key champions at every level, building networks that outlast single points of contact.
You'll report to Chris Jones, Customer Success Lead ANZ.
REQUIREMENTS:
• Solid track record in Customer Success, Account Management, or similar customer-facing role—ideally SaaS or tech—with experience owning a portfolio of accounts across mid-market and larger customers.
• Comfortable managing accounts through different life cycles with working grasp of commercial basics: account health, churn risk, and value conversations.
• Confident using internal AI tools to work smarter and faster; bonus if you've built AI-powered workflows that help teams work better.
• Data-driven storyteller who can take raw engagement data and turn it into compelling narratives about crime reduction and business value.
• Commercial eye to spot opportunities where the platform can solve additional customer problems.
• Proactive approach: monitor health metrics and intervene early to course-correct engagement before it dips.
• Ability to collaborate across teams (Sales, Product, etc.) and build relationships beyond your immediate team.
• Willingness to travel regularly for customer meetings, workshops, and events.
• Strong alignment with Auror's Guiding Principles (available on Careers page).
