Director of Customer Success, Auror
$160-180k
Offers bonus and share scheme
2-3 days a week in office
Retail crime intelligence platform to make communities safer
Open for applications
Retail crime intelligence platform to make communities safer
201-500 employees
Open for applications
$160-180k
Offers bonus and share scheme
2-3 days a week in office
201-500 employees
Company mission
To build a retail crime intelligence platform that connects people and organisations with timely intel to proactively reduce the impacts of crime in retail stores and in our communities.
Role
Who you are
- Deeply experienced. You've led Enterprise CS or Account Management teams in SaaS, at Director level or above. You know how to lead and inspire leaders, not just individual contributors
- Commercially minded. You see CS as a revenue function. You spot expansion opportunities instinctively and and support your team in driving commercial outcomes
- Confident in the room. You navigate complex customer hierarchies and senior stakeholders with ease. You can turn engagement data into a business narrative that resonates at the executive level
- A team builder. You know how to rally a team around a hard problem and get the best out of the people on it. You lead through influence as much as authority
- Proactive by nature. You act on leading indicators, not lagging ones. You'd rather prevent a fire than fight one
- Present in the office and willing to travel. You’re in our Denver office at least 2-3 days a week, creating the environment your team is energized to come to. You're comfortable getting in front of customers and at industry events regularly. You may be on the road 1-2 times per month
- 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
What the job involves
- 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
- 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 company-wide planning - you'll shape where Auror invests next
- This is a lead-the-leaders role. You'll build the kind of team other people want to join and the kind of team that produces the next generation of CS leadership at Auror
- Directly lead the NA CS Lead and their team, plus manage select ICs
- Recruit and develop CS talent at every level, building real career pathways
- Set a high bar for performance and coach relentlessly toward it; you'll have hard conversations early and often, because that's how great teams get built
- Create a culture where accountability and ambition coexist with genuinely caring about the customer and team member
- You'll own a customer base most CS leaders would kill for - low churn, high strategic value, real appetite for expansion. Your job is to make sure we capture every bit of that upside
- Own retention across NA and support the expansion agenda in lockstep with Sales and Account Management. You think and operate like a commercial leader
- Build the muscle for spotting expansion signals early: usage patterns, stakeholder shifts, new use cases - and turning them into pipeline for the Sales team to pick up
- Define what "great" looks like in NA through clear, ambitious metrics, and hold your team to them - locally, and against Auror's global CS bar
- You'll help define what Auror looks like to the market, not just to existing customers
- Partner closely with the Director of Sales and Senior Director of Retail Partnerships to build a world-class, unified NA customer experience
- Work with Marketing to build advocacy programs, referral engines, and customer stories that do real commercial work
- Represent Auror at industry events and in thought leadership — you're comfortable being quoted, on stage, and in the room with senior retail executives
- You’ll be reporting to Ruby Arden, VP Global Customer Success
Application process
- Deadline to Apply: September 21, 2026 at 5:00 AM UTC
- If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”
- 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
Our take
Across the globe, profit-motivated and organised crime costs trillions of dollars each year, with retail theft costing the world over $100B annually. However, shoplifting has become an “accepted” business cost, often unreported and unsolved, and businesses factor theft costs into their budgets and forecasts. Auror’s platform for retailers is focused on preventing crime, reducing loss, and making stores safer.
The company uses data visibility technology for fast and easy reporting of crime, providing crimefighters with the intelligence they need to not only solve more crime but also provide insights into how to prevent future shoplifting. Connected with over 2,000 law enforcement agencies, it drives a 50% improvement in debt recovery rates and resolves cases that would ordinarily never be investigated within two weeks.
The company has expanded globally, with offices in New Zealand, Australia, the USA, and the UK, and works with some of the largest retailers in these countries, including Walmart, Woolworths, and Coles. Auror’s successful expansions and proven product have it well set to be at the centre of greatly reducing retail theft across the globe.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$51.7m
SERIES C
Dec 2021
$20m
LATE VC
Total funding: $91.6m
Company benefits
- 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
- Shorter Working Week: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy
- 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)
- Private Health Care (Medical): Auror automatically enrols you into our private healthcare plan
- 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
- Making an Impact: You’ll work to solve interesting problems and help us keep communities safe.
Company values
- Own Your Impact
- Make it Magic
- Master Simplicity
- Take Action
- Win Together
- Be Curious
Articles
Leadership
Tom Batterbury
(Co-Founder & Chief Strategy Officer)Former Management Consultant & Business Analyst. Previously worked as a Consultant (Strategy and Operations) at Deloitte New Zealand, and was a Marketing Tutor at the University of Otago.
Phil Thomson
(Co-Founder & CEO)Former Young Managers' Advisory Board Member at the New Zealand Institute of Management Inc., and former Board Member at the New Zealand Council of Legal Education. Previously worked as an Associate (Intellectual Property) at Simpson Grierson and was a Business Consultant at Dashing Consultants.
James Corbett
(Co-Founder & CTO)Former Software Developer at Xero, and previously worked as a Consulting Analyst at Deloitte.
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