About the role

Customer Success Lead at Auror addressing retail crime with a focus on empowering teams. Collaborating on customer engagement and ensuring high standards of service within the team.

Responsibilities

Leading, coaching, and empowering the customer success team to be successful in their roles
Assisting the team with designing and delivering engagement plans and business reviews for our customers
Working with our key stakeholders to understand their priorities and how Auror can add value
Taking ownership of pilot and rollout plans and ensuring we have the resources we need to deliver
Partnering with Sales to understand the requirements of incoming customers
Collaborating with other Customer Success Leads - ensuring we are thinking globally but acting locally in how we’re supporting our customers
Working with Product to ensure successful roll-outs by sharing customer requirements, requests, and feedback on new product builds
Being the escalation point for the customer success team
Fostering a positive, inclusive team culture and participating in team development, including hiring, onboarding, career development, and performance management
Striving to ensure continuous scalable improvements to customer success metrics, customer satisfaction (NPS), and internal processes and tools

A solid understanding of customer success fundamentals and what contributes to a successful customer journey
Excellent leadership skills with experience in hiring, coaching, and mentoring high performing teams
Strong collaboration, time-management, influencing and prioritization skills
Experience developing strategic engagement plans for enterprise customers
Have good problem solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people
Being a team player who flourishes in a fast paced, highly collaborative environment.

Competitive salary range: Depending on level of experience of $115K - $135K (PL3)
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 USD, 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.