Director of Customer Success, Aurora
$204-327k
+ Bonus + Equity
Self-driving technology company
Be an early applicant
Self-driving technology company
1001+ employees
Be an early applicant
$204-327k
+ Bonus + Equity
1001+ employees
Company mission
To deliver the benefits of self-driving technology safely, quickly, and broadly.
Role
Who you are
- 8+ years of experience in similar roles, preferably in Freight or SaaS
- 5+ years of Management experience
- Willingness to travel up to 25%
- Experience working with CRM applications, preferably Salesforce
- Strong preference for this person to work out of our Dallas, TX offices, relocation is negotiable
What the job involves
- We are looking for a Director of Customer Success to partner with our VP of Business Development on this exciting journey.
- As the Director of Customer Success, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our customer base.
- You will lead a team responsible for both customer support and customer success functions, driving initiatives that enhance customer experience and contribute to revenue growth
- Leadership and Strategy:
- Develop and execute the customer success strategy aligned with company goals to maximize customer retention and expansion
- Lead, mentor, and inspire a high-performing team of customer success managers and support specialists
- Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement
- Customer Engagement:
- Oversee customer onboarding, training, and implementation processes to ensure successful adoption of our product
- Develop and maintain strong relationships with key stakeholders, advocating for customer needs internally while driving customer advocacy and loyalty
- Implement scalable processes and tools to monitor customer health and proactively address issues
- Revenue Growth:
- Collaborate closely with Sales and Marketing teams to identify opportunities for expansion within the existing customer base
- Drive initiatives to increase upsell, cross-sell, and renewal rates through data-driven insights and strategic initiatives
- Operational Excellence:
- Establish and monitor KPIs and metrics to measure the customer success team’s performance and overall customer satisfaction
- Continuously evaluate and improve support processes to enhance efficiency and quality of service delivery
- Stay updated on industry trends and best practices in customer success and customer support
Our take
In spite of emerging from stealth mode in 2018, Aurora is making strong waves in the flurry of startups racing to develop fully autonomous vehicles. Aurora’s hardware and software developments have focused historically on self-driving trucks, which it expects to launch commercially in 2024.
It recently named Ossa Fisher as its new President, who will focus on scaling operations ahead of this commercial launch. Passenger cars and associated services are expected to roll out following this launch. However, the self-driving industry is riddled with unmet deadlines, cash shortfalls, and tough technological challenges.
To remain competitive with deep-pocket industry giants like Tesla and Google’s Waymo, the company continues to land substantial backing from the likes of Sequoia Capital, accelerating its post-IPO growth. The pedigree of its founders may well continue to win over investor confidence. It boasts leading prior positions in the self-driving divisions of Tesla, Uber, and Google.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2020
$400m
GROWTH EQUITY VC
Feb 2019
$600m
SERIES B
Total funding: $1.1bn
Company benefits
- Choice of regional HMO options, PPO options, and high deductible plans, with the option to contribute to a health savings account (HSA). If you choose a high deductible health plan, Aurora will make employer contributions to your HSA
- Comprehensive dental coverage and access to a nationwide provider network
- Coverage for vision exams, glasses, contacts, discounts for LASIK, and other vision services through a nationwide provider network
- In-office lunches, snacks, and drinks available
- GymPass offers on-demand virtual classes (fitness, yoga, strength, and more), well-being coaching, and budget management. Discount on nationwide gym memberships
- Headspace offers access to guided sessions that focus on everything from stress to relationships, anxiety, and sleep
- SoFi. Refinance your home, student and personal loans
- Fetch offers discounts on pet insurance
- PerkSpot offers discounts on vacations, car rentals, and entertainment
- Access support services to help with your family planning journey including fertility care, adoption, and surrogacy. Reimbursement of $20,000 lifetime benefit
- Save for your future with Aurora’s 401(k) Plan. Pre-tax and Roth contribution options are available
- 24/7 access to online resources and unlimited phone consultations for stress, grief counseling, depression, and relationship conflicts (personal and professional), and limited in-person sessions
- Set aside pre-tax money to pay for qualified transit and commuter benefits
- Cigna travel accident insurance provided for business travel
- LinkedIn Learning is an e-learning resource to support professional development. Aurora Academy is an internal learning and development program designed to up-level our team by teaching skills that are essential to Aurora’s mission
- Modern Health is a mental wellness benefit that includes 14 sessions with a certified coach and 12 sessions with a therapist, if needed. Unlimited access to live provider- lead community circles, digital mediation, and more
- Flexible/reasonable vacation for salaried employees; accrual of 20 vacation days per year for non-exempt employees, 11 paid company holidays per year, and reasonable sick time to stay home, rest, and get better
- Network of employee-led groups that represent Aurorans, organized by cultural identity or collaborative purpose
- Aurora provides all new parents and caregivers 18 weeks of coordinated pay and time off for the birth or placement of a child. Up to 4 weeks of paid medical leave for your own personal illness or injury, or to care for a sick family member
- Set aside pre-tax money to pay for healthcare and dependent daycare expenses using FSA plans
- Company-paid premiums for life insurance (2x salary up to $500,000). Voluntary life & AD&D coverage for you and your dependents is available. Short-term disability benefits are 60% weekly benefit up to a max of $2,500 after a short waiting period. Long-term disability benefits are 60% of monthly salary to $10,000 after a waiting period. Option to enroll in voluntary life/AD&D insurance
- 24/7 access to Unum’s worldwide emergency travel assistance services for personal travel
Company values
- Operate with integrity - We do the right thing. We are thoughtful and use good judgment. We always keep the best interest of our people and our mission at the forefront of how we work
- Focus for impact - We create space to solve problems that matter. We don’t have time for distractions, so we work with urgency and focus on the work that will accelerate our progress towards our mission and strengthen our company
- No jerks - We work from the assumption that people are good, fair, and honest and that the intention behind their actions is positive. We are intentional in how we communicate and interact, and we hold each other accountable
- Celebrate our diversity - Inviting and including diverse perspectives and experiences make us stronger as a team and help us better represent the world we live in. We are building a technology and a company to serve all people and all communities
- Rise to the occasion - We’re charting a path that is challenging, yet filled with an incredible opportunity to impact generations to come. This is not an easy task — it takes resilience, hard work and dedication. Embracing the hard stuff energizes and inspires us to continue. We rally to deliver on our commitments to our partners and each other
- Win together - We are a stronger team when we elevate our unique strengths in service of our common goals. We thrive on open and honest communication to create an environment of mutual accountability, understanding, achievement, and respect
Company HQ
Mountain View, CA
Articles
Leadership
Chris Urmson
(CEO)They have a PhD in Robotics from Carnegie Mellon, and worked as a robotics research scientist at SAIC. They were CTO of Self-Driving Cars at Google.
Sterling Anderson
(CPO)They received a PhD in Robotics from MIT before co-founding Gimlet Systems. They were an Engagement Manager at McKinsey and Director of Autopilot Programs at Tesla.
Drew Bagnell
(Chief Scientist)They hold a Robotics PhD from Carnegie Mellon, where they are also an Associate Professor. They were Autonomy Architect and Perception Lead at Uber Advanced Technology Center. Held the position of CTO at Aurora for over 3 years.
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