Customer Success Manager

About Auror

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

Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.

Auror is connecting people and intelligence to reduce crime. We’re using technology for good. 

In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

We're also embracing the potential of AI to supercharge our impact—whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

The Role

As a Customer Success Manager (IC3), you will own the delivery of Customer pilots, and new + existing Customer implementations, ensuring enterprise customers reach value quickly and confidently. This is a true CS role with a focus on the early customer journey: building relationships, aligning on outcomes, and ensuring customers see measurable impact quickly.

You will operate with autonomy on defined work, guiding customers through onboarding, activation, and proof of value while collaborating closely with Sales, Customer Success Engagement, and Product.

This role is hands-on and outcome-driven. You’ll connect customer goals to practical use cases, translate data into measurable outcomes, and support pilot conversion through strong execution and stakeholder engagement. Success is measured by adoption, time-to-value, and pilot outcomes — driven by strong relationships and commercial acumen, not just execution.

Practically this will involve: 

• Own the end-to-end customer experience across pilots and onboarding, ensuring customers reach value within agreed timeframes.
• Build trusted relationships with customer stakeholders across all levels, setting clear expectations and maintaining strong engagement throughout.
• Build and drive pilot and onboarding plans anchored in customer goals, operating realities, and success metrics..
• Manage onboarding projects end-to-end, including scope, milestones, dependencies, risks, and timelines.
• Guide customers toward early, high-impact use cases and help them embed new ways of working with confidence.
• Translate platform data into clear, measurable outcomes such as shrink reduction, operational improvements, and community safety impact.
• Contribute meaningfully to pilot business cases by articulating ROI and value tied to customer use cases.
• Lead structured engagements across multiple customer stakeholders, keeping momentum, managing risks, and unblocking progress.
• Deliver customer training, onboarding sessions, and weekly performance updates covering adoption, engagement, insights, and next steps.
• Work closely with Sales, CS Engagement, and Product teams to unblock progress, support conversion, and ensure clean handoffs with comprehensive documentation, with health status and risks identified.
• Manage multiple pilots concurrently in a fast-paced environment, including customer travel at least monthly as needed.
• In smaller markets or during transitional phases as the activation model beds in, you may temporarily support a limited Customer Engagement portfolio by agreement. This is not a core expectation of the role and will be actively reviewed to ensure activation delivery remains the priority.

This role reports to Ruby Arden, VP Global Customer Success

As the VP of Global Customer Success at Auror, I lead our CS teams across the UK, US, Australia, and New Zealand. With a career spanning SaaS scale-ups like Vend and Timely, I bring over a decade of experience building high-performing teams that drive customer impact and long-term growth. I combine commercial acumen with a strong customer lens — building trust, driving momentum, and helping teams deliver exceptional value for our customers.

You can connect with me on Linkedin.

Requirements

About you

You're a relationship-first CS professional who thrives in the early stages of the customer journey. You bring commercial awareness, customer empathy, and the organisational discipline to manage complex engagements without losing sight of the bigger picture.

• You have experience in enterprise SaaS Customer Success, with exposure to pilots, onboarding, or new customer journeys.
• You build trust quickly with customer stakeholders and adapt your communication to different roles and seniority levels.
• You operate independently, balancing urgency with quality — managing timelines, risks, and dependencies while keeping the customer experience front of mind.
• You communicate confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms.
• You coach customers and users to embed new ways of working.
• You identify blockers to adoption and address them early.
• You translate data into insights that help customers make decisions and adopt the platform effectively.
• You are organised, detail-oriented, and comfortable managing multiple workstreams at once.
• You are proactive, growth-minded, and comfortable travelling monthly or as needed to support customers.
• Fluency in English and Spanish a plus!

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

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate 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.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

Benefits

• Competitive salary range: Depending on level of experience, between $85,000 - $105,000 (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 $500 USD for expert sessions every year.
• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife. 
• Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.
• 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 the experience and a passion for this role, please hit “Apply”.

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! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

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.