Customer Success Manager, Auror
$85-105k
3-4 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
$85-105k
3-4 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
- The Strategic Partner: You have experience in Enterprise Customer Success or Account Management (SaaS preferred). You know how to navigate complex hierarchies and speak the language of senior leaders
- Data-Driven Storyteller: You don't just report numbers; you explain what they mean. You can take raw engagement data and turn it into a compelling narrative about crime reduction and business value
- Growth Mindset: You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer
- Master of Influence: You excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working."
- Proactive Problem Solver: You don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips
- Collaborative & Adaptive: You enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon
- Mobile & Connected: You are comfortable with regular travel to build face-to-face rapport and attend industry events
- 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
- The role of the Customer Success Manager (IC3) 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
- 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 optimizing operations
- Champion Development: Cultivate deep relationships with senior loss prevention stakeholders, turning them into vocal advocates for Auror
- Cross-Functional Advocacy: Serve as the "Voice of the Customer" for the Product team, providing feedback that shapes the future of the platform based on mature user needs
- Consultative Change Management: Support customers through organisational shifts, ensuring our technology remains central to their evolving business processes
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
$53.4m
SERIES C
Dec 2021
$20m
LATE VC
Total funding: $93.9m
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Auror
Share this job
View 2 more jobs at Auror