Senior Enterprise Customer Success Manager, Auror
£65-75k
+ Employee share scheme + Eligibility for a £4,125 bonus at the end of the financial year if we’ve hit our revenue goals together
Some travel required
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
£65-75k
+ Employee share scheme + Eligibility for a £4,125 bonus at the end of the financial year if we’ve hit our revenue goals together
Some travel required
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
- Strong track record in Customer Success, Account or Relationship Management, ideally in enterprise tech, with experience owning a portfolio of complex, high-value accounts
- Proven ability to navigate complex customer environments and influence senior stakeholders, including C-suite and multi-department buying groups
- Experience managing accounts through growth, renewal, and expansion cycles, with a clear grasp of commercial levers like ARR, churn risk, and account health
- Data-driven, able to translate raw data and insights into clear action plans
- Creative storyteller, able to turn data into compelling narratives that make value visible to customers and stick with stakeholders long after the meeting ends
- Skilled in change management and large-scale rollouts, comfortable driving adoption across multiple sites or stakeholder groups
- Clear communicator who can manage expectations, build trust at all levels, and hold difficult conversations when needed
- Strong commercial acumen, confident discussing value, ROI, and business outcomes with customers
- Empathetic, inclusive, and resilient, with strong relationship-building skills
- Self-starter who can pick up a complex account with minimal ramp-up and move quickly
- Enjoys collaborating as part of a team but equally comfortable working independently
- Willing to travel regularly for customer meetings, workshops, and events
- We are looking for people who demonstrate a strong alignment to our Guiding Principles
- 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
- Our Senior Customer Success Managers are experienced and strategic individual contributors who play a pivotal role in elevating customer impact and uplifting the broader Customer Success function at Auror
- You’ll partner with external senior and executive stakeholders, ensuring the customer is seeing the value and achieving real crime reduction outcomes from using the Auror platform
- In this role, you’ll design and deliver engagement strategies for our high-impact accounts, leading customers through organisational change and aligning platform adoption to their long-term goals
- You’ll influence at every level, from frontline teams to the senior executives using a combination of storytelling, data, and deep product expertise to drive measurable impact
- As a Senior CSM, you’ll not only deliver results within your own portfolio but also act as a multiplier across the team, coaching, sharing scalable frameworks, and championing operational improvements that lift capability and consistency globally
- You’ll be trusted to represent CS internally and externally and guide Auror’s approach to customer engagement at scale
- Build and execute engagement strategies that drive adoption and deliver measurable, provable outcomes
- Lead change management efforts, building buy-in across stakeholders and aligning teams around long-term value
- Own new product implementations end to end, applying strong project management skills to keep rollouts on track
- Ensure customers are getting full value from Auror's platform and modules, proactively closing any gaps in utilisation
- Turn customer data into clear, compelling stories that demonstrate impact and keep value visible to stakeholders at every level
- Partner closely with Retail Partnership Managers to strengthen enterprise relationships and unlock account growth opportunities
- Proactively surface insights from customer data to improve outcomes for the customer and feed directly into the product roadmap
- Develop and execute strategies for both one-to-one and scalable (one-to-many) engagement, knowing when each approach is right
- Bring a strategic view to account planning, anticipating risks and opportunities before they surface
- Foster strong collaboration between retailers and law enforcement to maximise shared outcomes
- Identify and strengthen key champions at every level, from store teams to executives, building a network that outlasts any single point of contact
- Mentor and support teammates, sharing best practices and playbooks across regions
- Champion operational improvements that lift team capability, consistency, and ways of working
- Act as a role model for what senior-level customer success looks like, raising the bar for the wider team
- You’ll be reporting to Aaron Koumi, Director of Customer Success | UK & Europe
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
Salary benchmarks
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
$52.3m
SERIES C
Dec 2021
$20m
LATE VC
Total funding: $92.3m
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.
Diversity, Equity & Inclusion at Auror
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