About the role

Customer Success Manager at Auror driving long-term strategic value across enterprise partnerships. Using technology for good to tackle retail crime and enhance customer success strategies.

Responsibilities

Own the post-onboarding lifecycle for enterprise-level customers, defining the long-term vision and success roadmap to ensure sustained ROI.
Move beyond basic usage to ensure the platform is "embedded" in the customer's culture and standard operating procedures (SOPs).
Lead high-impact business reviews (QBRs/CVRs) and executive briefings that move away from "feature updates" toward "outcome storytelling."
Partner with Retail Partnership Managers to identify opportunities, new department rollouts, and upsell potential based on the customer’s evolving needs.
Transform complex data sets into actionable insights, proving the platform’s value in reducing shrink, improving safety, and optimizing operations.
Cultivate deep relationships with senior loss prevention stakeholders, turning them into vocal advocates for Auror.
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.
Support customers through organisational shifts, ensuring our technology remains central to their evolving business processes.

You have strong experience in Enterprise Customer Success or Account Management (SaaS preferred). You know how to navigate complex hierarchies and speak the language of senior leaders.
You are data driven in your approach. 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.
You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.
You excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working."
You're a proactive problem solver and don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips.
You are collaborative by nature, enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon.
You are comfortable with regular travel to build face-to-face rapport and attend industry events.

Competitive salary range: Depending on level of experience, between $85,000 - $105,000 (IC3).
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 $750 for expert sessions every year.
Health insurance: We prioritise looking after your health by covering 100% of your individual health insurance plan through nib health insurance.
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.