Hybrid Senior Customer Success Manager

at Auror

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $112,500 - $140,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Denver, United States

About the role

• Senior Customer Success Manager working with retail partners to reduce crime using Auror technology. Responsible for building strong relationships and driving successful outcomes in customer success.

Responsibilities

• Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
• Cultivate and maintain high-impact, high-value partnerships with customers aligning strategically with their objectives and Auror's account/engagement plans.
• Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
• Champion customer perspectives internally providing influential feedback and helping shape the product roadmap and equally managing clear expectations with the customer
• Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
• Empowering Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
• Partnering with customers on Change & Process Management
• Analysing and utilising customer data and creating insights to drive better customer outcomes
• Identify and execute on opportunities to deepen stakeholder, champion, and store engagement.
• Ensure full utilisation of Auror’s platform features and modules across your customer base
• Fostering collaboration across retail and law enforcement
• Develop strategies on user engagement for a one:many approach through inbound support requests via in app messenger, phone, and email
• Actively mentor and sponsor others across the Customer Success team—providing feedback and helping elevate team performance.
• Share best practices globally, setting the standard for engagement and excellence

Requirements

• This role requires you to be in fluent in French and/or French Canadian
• Previous experience in Customer Success, Account Management, or Relationship Management preferably in the tech industry
• Proven track record in complex customer environments
• Ability to effectively objection handle or manage expectations with key stakeholders
• Data-driven, with the ability to interpret and translate complex analytics into action
• Deeply knowledgeable in retail, LP/AP, or related industries, and adept at applying strategic insights
• Lead high-impact projects with clarity, inspiration, and a strong strategic vision while managing competing priorities with composure
• Your strategic mindset will see you using multiple data points to ensure that everything we do as a team contributes to Auror’s long-term goals
• Influence senior stakeholders and decision makers with data-driven and strategic recommendations
• Have experience driving change management within business processes, systems and technology with a people-first focus
• Ability to guide our customers through rollouts and implementations, using your project management and people skills to make it seamless and successful
• Empathetic, inclusive, and resilient—with the emotional intelligence to support both customers and teammates
• Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone
• Requires up to 20% travel

Benefits

• Competitive salary Range: Depending on level of experience $112,500-$140,000 USD (IC4)
• Annual bonus: Eligibility for a NZD $5,000 bonus at the end of the financial year if we’ve hit our revenue goals together.
• 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.
• Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.
• 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 three expert sessions paid for every year.
• 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.