Director of Customer Success

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 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.

About the role

We're looking for a Director of Customer Success to build and own our CS function across North America—one of the most strategically important regions in Auror's next phase of growth. This is a leadership role for someone who's done this before: who's led leaders, sat across the table from executives, and knows how to turn platform adoption into commercial outcomes.

You'll inherit a customer base most CS leaders only dream of: retail giants, fierce customer loyalty, low churn, and real appetite to go deeper. You'll directly lead our NA CS Lead, oversee their team, and manage select ICs. You'll set the bar for what world-class customer success looks like in this market, and you'll be a key voice in Auror's North American leadership team as we scale. This role suits someone who gets energized by hard problems and great people—someone who wants to build a team that becomes a talent engine for Auror, not just run one that hits its numbers.

You’ll be reporting to Ruby Arden, VP Global Customer Success. Ruby has been with Auror for eight years, joining as one of the first Australian hires in 2018. She built out the CS function across NZ and Australia from the ground up and now leads the global team from Denver, overseeing North America, the UK, Australia, and New Zealand. Before Auror, she spent years in SaaS scale-ups like Vend and Timely. Ruby values commercially sharp teams who genuinely care about the customer experience and outcome, and she fosters an environment where growth, collaboration, and commercial thinking are prioritized.

Responsibilities

• Own the North America CS function: Build the operating model for one of Auror's most strategic, fastest-growing regions. Set the strategy, own the metrics, execution, and have the final word on how NA CS shows up for customers and the business.
• Own the NA CS strategy end-to-end—from team structure and coverage model to the roadmap for scaling coverage as the customer base grows.
• Be a core member of Auror's North America leadership team, with a direct seat at the table on regional GTM strategy.
• Represent the voice of NA customers in company-wide planning—shape where Auror invests next.
• Build and lead a bench of leaders, not just a team: Directly lead the NA CS Lead and their team, plus manage select ICs.
• Recruit and develop CS talent at every level, building real career pathways.
• Set a high bar for performance and coach relentlessly toward it; have hard conversations early and often to build a great team.
• Create a culture where accountability and ambition coexist with genuinely caring about the customer and team members.
• Turn retention into a growth engine: Own retention across NA and support the expansion agenda in lockstep with Sales and Account Management.
• Think and operate like a commercial leader: Build the muscle for spotting expansion signals early—usage patterns, stakeholder shifts, new use cases—and turn them into pipeline for the Sales team.
• Define what "great" looks like in NA through clear, ambitious metrics, and hold your team to them—locally and against Auror's global CS bar.
• Get ahead of problems before customers ever feel them: Build and refine proactive health monitoring across the NA book, catching risk signals early.
• Own escalation management for accounts—and be willing to get hands-on when it matters most.
• Turn customer feedback into product influence—be a direct pipeline into roadmap and company priorities.
• Be the face of NA Customer Success—externally and internally: Partner closely with the Director of Sales and Senior Director of Retail Partnerships to build a world-class, unified NA customer experience.
• Work with Marketing to build advocacy programs, referral engines, and customer stories that drive commercial outcomes.
• Represent Auror at industry events and in thought leadership—be comfortable being quoted, on stage, and in the room with senior retail executives.

Requirements

• Deeply experienced: You've led Enterprise CS or Account Management teams in SaaS, at Director level or above. You know how to lead and inspire leaders, not just individual contributors.
• Commercially minded: You see CS as a revenue function. You spot expansion opportunities instinctively and support your team in driving commercial outcomes.
• Confident in the room: You navigate complex customer hierarchies and senior stakeholders with ease. You can turn engagement data into a business narrative that resonates at the executive level.
• A team builder: You know how to rally a team around a hard problem and get the best out of the people on it. You lead through influence as much as authority.
• Proactive by nature: You act on leading indicators, not lagging ones. You'd rather prevent a fire than fight one.
• Present in the office and willing to travel: You’re in our Denver office at least 2-3 days a week, creating an environment your team is energized to come to. You're comfortable getting in front of customers and at industry events regularly—expect to travel 1-2 times per month.

Benefits

• Competitive salary range: $160,000 - $180,000 (PL5), depending on experience.
• Annual bonus: Eligibility for an $11,000 bonus at the end of the financial year if revenue goals are met.
• Employee share scheme: Own part of a company making a real difference.
• Flexibility: Promote a healthy work/life blend with shorter work weeks—everyone gets Friday afternoons off at full pay.
• Focus on mental and physical health: Wellness Days and up to $500 USD annually for expert sessions.
• Health care plan: Auror covers 100% of individual health insurance costs (Medical, Dental & Vision) with Anthem & Metlife.
• Family-friendly: Comprehensive paid parental leave—12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available from day one.
• Personal growth: Support for courses, conferences, or events to develop your skills.
• Team love: Regular team lunches and social events, with most activities during work hours.