Senior Customer Success Manager, Auror
French Canadian Speaking
$125-145k
+ Share scheme
Requires up to 20% travel
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
$125-145k
+ Share scheme
Requires up to 20% travel
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
- 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
- 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
- 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
- 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 , Customer Success Lead - North America
Application process
- 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
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, that 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 provides insights as to 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
Glassdoor (5)
Company
Funding (last 2 of 3 rounds)
Nov 2024
$52.5m
SERIES C
Dec 2021
$20m
LATE VC
Total funding: $92.7m
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
Company HQ
River North Art District, Denver, CO
Articles
Leadership
Tom Batterbury
(CSO)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
(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
(Director of Technology)Former Software Developer at Xero, and previously worked as a Consulting Analyst at Deloitte.
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