Customer Success Manager - Denver

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 billion problem globally. It’s high-volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

THE ROLE

The role of the Customer Success Manager is to build strong relationships with our customers through relational and strategic engagement. You will partner with key stakeholders with a focus on strategic accounts to ensure their organisation is seeing the value and achieving real crime reduction outcomes from using our platform.

Through running pilots and leading project rollouts, and developing quarterly engagement plans, you will identify ways in which customer and user engagement can increase, and stakeholder relationships can strengthen. With the support of the Customer Success Specialist team, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

This is a role that has a lot of variety and in any given day you’ll be doing the following;

• Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
• Owning the strategic relationship with the customer project owner/champions and supporting commercial Account Management
• Working with our key stakeholders to understand their priorities and how Auror can add value
• Partnering with customers on Change & Process Management
• Training and presenting to large groups of users, stakeholders, and police remotely or in-person
• Analysing customer data and metrics, creating insights to drive better outcomes for the customer
• Building proactive customer engagement plans to ensure our customers are reaching their goals
• Fostering collaboration across retail and law enforcement
• Working with the Customer Success Specialists to surface platform wins and outcomes
• Collaborating with Product, both as a subject matter expert and a customer advocate
• Manage inbound support requests via in app messenger, phone, and email

The role reports to Shannon Howell, Customer Success Lead - North America

I recently joined Auror after working in the non-profit and financial management industry for almost a decade. I have led customer success teams of varying sizes and am excited to work with some of the most talented people at Auror. Going above and beyond is part of the touch of magic that we do for customers every day. I love when teams dive into problem solving with curiosity, passion, and empathy. I find joy in watching people grow, both personally and professionally.

Outside of work, you can find me doing home renovations with my husband, cooking with friends, and trying the next best restaurant! You can check out my LinkedIn here.

Requirements

You may be a good fit if you:

• Have previous experience in senior customer success/customer facing roles.
• Enjoy building relationships and partnerships both with customers and the Auror team. You are undeniably a great ‘People Person’.
• Enjoy tackling challenges and coming up with structured and strategic solutions.
• Have experience driving change management within business processes, systems and technology with a people-first focus.
• Have the ability to guide our customers through rollouts and implementations, using your project management and people skills to make it as seamless and successful
• Are comfortable surfacing insights using a data-led approach
• Have the ability to see where our users are coming from, understand their day to day and be able to be empathic in their views.
• Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone
• Have an interest in the tech industry and have knowledge of Auror’s brand and story
• Are happy to travel for regular customer meetings and events (when that is possible again).

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

Benefits

• Competitive Salary Range: Depending on level of experience $90,000 - $120,000
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome-focused, but recognize there is more to life than work. We promote a healthy work/life blend.
• Mental and physical health: We understand how vital both mental and physical health is, and have policies to support that, including Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell).
• Health Care Plan (Medical, Dental & Vision). Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.
• Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers.
• Personal development: We support our team to participate in courses, conferences, or events that will help them be relentless about improvement.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.
• Making an impact: You’ll work to solve interesting problems and help us keep communities safe.

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates 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.

Get in touch:

If you’re excited about our mission and have experience and a passion for this role, please hit Apply, and we’ll be in touch shortly.