Senior 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 our Sr. CSM, you are an experienced and strategic individual contributor whose impact resonates across the team and the wider Customer Success function. Because many of our partners operate bilingually, you will need to be fluent in French and/or French Canadian, enabling you to build strong relationships and communicate effectively. You will partner with key stakeholders and focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform. You will play a key role in solving complex problems, strengthening customer partnerships, and driving best-in-class outcomes. You’ll also influence and uplift those around you, proactively mentoring others, sharing insights, and driving cross-functional collaboration.

Through running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, you will identify new ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

Practically this will involve: 

• Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
• Cultivate and maintain high-impact, high-value partnerships with customers aligning strategically with their objectives and Auror's account/engagement plans.
• Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
• Champion customer perspectives internally providing influential feedback and helping shape the product roadmap and equally managing clear expectations with the customer
• Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
• Empowering Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
• Partnering with customers on Change & Process Management
• Analysing and utilising customer data and creating insights to drive better customer outcomes 
• Identify and execute on opportunities to deepen stakeholder, champion, and store engagement.
• Ensure full utilisation of Auror’s platform features and modules across your customer base
• Fostering collaboration across retail and law enforcement
• Develop strategies on user engagement for a one:many approach through inbound support requests via in app messenger, phone, and email
• Actively mentor and sponsor others across the Customer Success team—providing feedback and helping elevate team performance.
• Share best practices globally, setting the standard for engagement and excellence

This role reports to Shelby Bowden, Customer Success Lead - North America

With a unique background spanning law and customer success, I’ve built my career on understanding complex client needs and scaling enterprise teams for growth. My legal foundation provided me with sharp analytical skills and attention to detail that proved invaluable as I transitioned into customer success leadership. 

Throughout my career, I’ve focused on building and developing high-performing teams that drive exceptional customer outcomes. My experience in both legal and technology sectors has given me a distinctive perspective on problem solving and relationship management at scale. 

I was drawn to Auror’s impressive growth trajectory, vibrant culture, and commitment to whole-person development. This role aligns with my passion for building meaningful partnerships and driving organizational success. 

Outside the office, I maintain an active lifestyle centered around quality time with my son and friends. You’ll often find me at a Pilates class, planning my next travel adventure, or enjoying live music. This balance of professional drive and personal fulfillment keeps me energized and inspired. 

Requirements

About you

• This role requires you to be in fluent in French and/or French Canadian
• Previous experience in Customer Success, Account Management, or Relationship Management preferably in the tech industry
• Proven track record in complex customer environments
• Ability to effectively objection handle or manage expectations with key stakeholders
• Data-driven, with the ability to interpret and translate complex analytics into action
• Deeply knowledgeable in retail, LP/AP, or related industries, and adept at applying strategic insights
• Lead high-impact projects with clarity, inspiration, and a strong strategic vision while managing competing priorities with composure
• Your strategic mindset will see you using multiple data points to ensure that everything we do as a team contributes to Auror’s long-term goals 
• Influence senior stakeholders and decision makers with data-driven and strategic recommendations
• Have experience driving change management within business processes, systems and technology with a people-first focus
• Ability to guide our customers through rollouts and implementations, using your project management and people skills to make it seamless and successful
• Empathetic, inclusive, and resilient—with the emotional intelligence to support both customers and teammates
• Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone
• Requires up to 20% travel 
  

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 $112,500-$140,000 USD (IC4)
• Annual bonus: Eligibility for a NZD $5,000 bonus at the end of the financial year if we’ve hit our revenue goals together.

• 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.
• Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife. 
• 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 three expert sessions paid for every year.
• 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.

The deadline for applications is 23 January