Customer Success Manager (Engagement)

About Auror At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day. Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Auror is connecting people and intelligence to reduce crime. We’re using technology for good. Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team. We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function. The Role 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. 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. Responsibilities 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. This role reports to Evan Bishop , Customer Success Lead in North America I've spent over a decade in Customer Success and Support, working collaboratively with enterprise, mid, and small market accounts in the Marketing SaaS space before joining Auror. The mission of Auror grabbed me immediately and I've loved learning alongside a team that's genuinely passionate about the work. I lead a team of talented CSMs focused on customer engagement, adoption, and long-term retention. My goal as a manager is to create an environment where people feel trusted, respected, and empowered. I believe great CS comes from people who are strategically minded, build authentic connections, and are humble, honest, and genuinely invested in customer outcomes. When you truly value the people around you and what they are committed to, it's a lot easier to find the "so what" that drives real retention and growth, and that's the kind of thinking I try to cultivate on this team. Outside of work, you'll find me in the garden, near any body of water I can get to, hanging out with my family, or catching a punk show with friends. About You 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. We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page ). With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. Benefits: Competitive salary range: Depending on level of experience, between $85,000 - 105,000. Employee share scheme: You’ll own part of a company making a real difference! Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend. Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy. Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 for expert sessions every year. Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife. Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one. Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills. Team love: We have regular team lunches and social events where most (if not all) activities are during work hours. What are the next steps? If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”. 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. 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.