Senior Customer Success Manager

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 11 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.

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

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.

Your responsibilitiesCustomer impact

• Build and execute on engagement strategies that drive adoption and measurable outcomes.
• Influence change management by addressing resistance and aligning stakeholders to long-term value.
• Lead complex pilots and implementations with strong project management skills.
• Ensure customers are fully utilising Auror's platform features and modules.

Insights and strategy

• Partner with our Retail Partnership Managers to strengthen relationships and support account growth.
• Surface insights from customer data to improve outcomes and influence the product roadmap.
• Develop strategies for both one-to-one and scalable (one-to-many) engagement.

Collaboration and community

• Foster collaboration between retailers and law enforcement.
• Identify and strengthen key champions at all levels, from store teams to executives.

Leadership and growth

• Mentor and support teammates, sharing best practices across regions.
• Champion operational improvements that lift team capability and consistency.

This role reports to Jess Atmore, Customer Success Lead.

Experience and expertise

• Strong background in Customer Success, Account or Relationship Management (ideally in tech).
• Proven ability to manage complex customer environments and influence senior stakeholders.
• Knowledge of retail, LP/AP, or retail operations, or any other related industries, with a knack for applying strategic insights.

Skills and approach

• Data-driven, able to translate insights into action.
• Skilled in change management and large-scale rollouts.
• Clear communicator who can manage expectations and build trust at all levels.

Mindset and values

• Empathetic, inclusive, and resilient, with strong relationship-building skills.
• 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 (you can find these on our Careers page).

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

Benefits

• Competitive salary range: Depending on level of experience, $100,000 - $120,000 (IC3)
• Annual bonus: Discretionary bonus of up to $3000 NZD based on company revenue targets
• 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. This is a hybrid role with the expectation of being in the office 2-3 days per week.
• 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: Wellness Days, and up to $750 towards expert sessions every year.
• Health insurance: We prioritise looking after your health by contributing to your individual health insurance plan through Bupa.
• Family-friendly: Parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: Regular team lunches and social events during work hours.

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.

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