Customer Success Lead

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 13 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 our Customer Success Lead, you’ll be responsible for guiding both the team and our customers toward meaningful outcomes. This role centers on enabling Customer Success team members to excel through coaching, support, and clear direction while shaping how we deliver value across the customer journey. You’ll partner closely with internal and external teams to understand priorities, translate customer needs into action, and ensure smooth execution of pilots, rollouts, and long-term engagement plans. As the primary escalation point, you’ll help the team navigate challenges, maintain momentum, and reinforce high standards of customer experience.

You’ll also influence how our Customer Success team evolves by contributing to team development, fostering an inclusive culture, and driving improvements in our processes, tools, and metrics. Collaboration is essential. You’ll work with stakeholders across Product, Sales, and Retail Partnerships to achieve goals. Success in this role requires leadership, strategic thinking, and the ability to bring structure and clarity while keeping the team aligned and doing their best work.

Practically this will involve: 

• Leading, coaching, and empowering the customer success team to be successful in their roles
• Assisting the team with designing and delivering engagement plans and business reviews for our customers
• Working with our key stakeholders to understand their priorities and how Auror can add value
• Taking ownership of pilot and rollout plans and ensuring we have the resources we need to deliver
• Partnering with Sales to understand the requirements of incoming customers 
• Collaborating with other Customer Success Leads - ensuring we are thinking globally but acting locally in how we’re supporting our customers
• Working with Product to ensure successful roll-outs by sharing customer requirements, requests, and feedback on new product builds
• Being the escalation point for the customer success team 
• Fostering a positive, inclusive team culture and participating in team development, including hiring, onboarding, career development, and performance management
• Striving to ensure continuous scalable improvements to customer success metrics, customer satisfaction (NPS), and internal processes and tools
  

You’ll be reporting to Ruby Arden, VP, Customer Partnerships.

As the VP of Customer at Auror, I lead the Account Management and Customer Success team in North America. 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 execute with focus.

You can connect with me on Linkedin.

Requirements

• A solid understanding of customer success fundamentals and what contributes to a successful customer journey

• Excellent leadership skills with experience in hiring, coaching, and mentoring high performing teams
• Strong collaboration, time-management, influencing and prioritization skills
• Experience developing strategic engagement plans for enterprise customers
• Have good problem solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
• Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people
• Being a team player who flourishes in a fast paced, highly collaborative environment

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

What are the benefits like?

• Competitive salary range: Depending on level of experience of $115K - $135K (PL3)
• 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.

What are the 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.