Senior Customer Success Manager

About Auror

At Auror, we're empowering the retail industry to tackle theft and Organised Retail Crime. We're using technology for good. We're embracing the potential of AI to supercharge our impact and encourage curiosity about how AI can elevate work across roles.

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 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 responsibilities

Customer 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 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 let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

Remuneration and benefits

• Competitive salary range: $100,000 - $120,000 (IC3)
• Annual bonus: Discretionary bonus of up to NZD 3,000 based on company revenue targets
• Employee share scheme: You'll own part of a company making a real difference
• Flexibility: Hybrid role with in-office presence 2-3 days per week; focus on outcomes
• Shorter work weeks (at full pay): Friday afternoons off
• Health and wellness: Wellness days and up to NZD 750 towards expert sessions each year; health insurance contributions via Bupa
• Family-friendly: Parental leave and benefits for caregivers, including baby bonus and meals delivered to your door
• Personal growth: Support to participate in courses, conferences, or events
• Team culture: Regular team lunches and social events during work hours

Next steps

If you're excited about our mission and have the experience and passion for this role, please apply. We encourage you to apply even if you're close to the criteria; Auror is a place where people can learn and grow. You'll be asked to submit a cover letter as part of your application, which we encourage as it can tell a story that resumes alone cannot. You will hear from us after you apply. If you have questions or accessibility requirements, we can help during the process.

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