Customer Success Manager

The posting, as Auror wrote it

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.

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.

THE ROLE

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.

RESPONSIBILITIES

• 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 optimizi

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• 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 insurance: We prioritise looking after your health by contributing to your individual health insurance plan through Anthem health insurance.
• 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.