Customer Success Manager

Auror Hybrid (Denver, Colorado, United States) Full Time USD 85,000 - 105,000 p.a. Today About The Job 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. Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. 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 t... Key Responsibilities The role of the Customer Success Manager is to drive long-term strategic value and deep product integration across our enterprise partnerships. Once a customer is activated, you take the lead—owning the ongoing relationship and ensuring our platform becomes an indispensable part of their daily operations and crime reduction strategy. This role reports to the Customer Success Lead. You are a strategic advisor who understands the "big picture." By analyzing health metrics, running refreshed engagement practices, and developing success plans, you will ensure our customers don't just use the platform, but achieve measurable, high-impact outcomes. You will bridge the gap between software and strategy, turning active users into lifelong champions. Strategic Account Direction: Own the post-onboarding lifecycle for enterprise-level customers, defining the long-term vision and success roadmap to ensure sustained ROI. Drive Deep Adoption: Move beyond basic usage to ensure the platform is "embedded" in the customer's culture and standard operating procedures (SOPs). Refreshed Engagement Practices: Lead high-impact business reviews (QBRs/CVRs) and executive briefings that move away from "feature updates" toward "outcome storytelling." Growth & Expansion: Partner with Retail Partnership Managers & Account Executives to identify opportunities, new department rollouts, and upsell potential based on the customer’s evolving needs. Outcome Analytics: Transform complex data sets 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, turning them into vocal advocates for Auror. Cross-Functional Advocacy: Serve as the "Voice of the Customer" for the Product team, providing feedback that shapes the future of the platform based on mature user needs. Consultative Change Management: Support customers through organisational shifts, ensuring our technology remains central to their evolving business processes. Required Skills & Abilities The Strategic Partner: You have experience in Enterprise Customer Success or Account Management (SaaS preferred). You know how to navigate complex hierarchies and speak the language of senior leaders. Data-Driven Storyteller: You don't just report numbers; you explain what they mean. You can take raw engagement data and turn it into a compelling narrative about crime reduction and business value. Growth Mindset: You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer. Master of Influence: You excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working." Proactive Problem Solver: You don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips. Collaborative & Adaptive: You enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon. Mobile & Connected: You are comfortable with regular travel to build face-to-face rapport and attend industry events. I've spent over a decade in Customer Success and Support, working collaboratively with enterprise, mid, and small market accounts in the Marketing SaaS space before joining Auror. The mission of Auror grabbed me immediately and I've loved learning alongside a team that's genuinely passionate about the work. I lead a team of talented CSMs focused on customer engagement, adoption, and long-term retention. My goal as a manager is to create an environment where people feel trusted, respected, and empowered. I believe great CS comes from people who are strategically minded, build authentic connections, and are humble, honest, and genuinely invested in customer outcomes. When you truly value the people around you and what they are committed to, it's a lot easier to find the "so what" that drives real retention and growth, and that's the kind of thinking I try to cultivate on this team. Outside of work, you'll find me in the garden, near any body of water I can get to, hanging out with my family, or catching a punk show with friends. 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. Qualifications Education: Master Apply now Please let Auror know you found this job on JobVista. This helps us grow! Apply now Apply now Please let Auror know you found this job on JobVista. This helps us grow! Apply now Job Overview Company Auror Location Hybrid (Denver, Colorado, United States) Job Type Full Time Salary USD 85,000 - 105,000 p.a. Education Master Posted Today Deadline Apr 8, 2027 About Company Industry Customer Service Founded - View Company Profile ⟶ Quick Actions