Director of Customer Success

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.

DIRECTOR OF CUSTOMER SUCCESS, NORTH AMERICA

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.

Responsibilities

Own the North America CS function

You're not inheriting a playbook - you're building the operating model for one of Auror's most strategic, fastest-growing regions. You'll set the strategy, own the metrics, execution, and have the final word on how NA CS shows up for customers and for the business.

• Own the NA CS strategy end-to-end - from team structure and coverage model to the roadmap for how we scale 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 co

[…]
l 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.