Customer Success Manager

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 12 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.

Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. 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 t...

Our Customer Success Managers are experienced individual contributors who play a key role in elevating customer impact. You’ll partner with external senior and executive stakeholders, ensuring our customers are 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 customers, leading retailers 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.
Build and execute engagement strategies that drive adoption and deliver measurable, provable outcomes.
Lead and support change management efforts, building buy-in across stakeholders and aligning teams around long-term value.
Ensure customers are getting full value from Auror's platform and modules, proactively closing any gaps in utilisation.
Turn customer data into clear, compelling stories that demonstrate impact and keep value visible to stakeholders at every level.
Partner closely with our Retail Partnership Managers (Account Managers) to strengthen enterprise relationships and unlock account growth opportunities.
Proactively surface insights from customer data to improve outcomes for the customer and feed directly into the product roadmap.
Develop and execute strategies for both one-to-one and scalable (one-to-many) engagement, knowing when each approach is right.
Foster strong collaboration between retailers and law enforcement to maximise shared outcomes.
Identify and strengthen key champions at every level, from store teams to executives, building a network that outlasts any single point of contact.
I've been with Auror for five and a half years, starting out as a Customer Success Specialist through to a Customer Success Manager across both the UK and ANZ geos before stepping into the Customer Success Lead role for ANZ, based in Melbourne.
What keeps me here is simple: I love the difference Auror makes. Helping retailers actually reduce crime and protect their teams is work worth doing well, and I get to do it alongside a genuinely great team - people who care, work hard, and have fun along the way.
Outside of work, you'll usually find me chasing good food and wine or catching a live music gig - ideally both in the same night.

You have a solid track record in Customer Success, Account Management, or a similar customer-facing role — ideally SaaS or tech — with experience owning a portfolio of accounts across a mix of mid-market and larger customers.
You’re comfortable managing accounts through different life cycles and with a working grasp of the commercial basics: account health, churn risk, and where the value conversation matters.
Confident using internal AI tools to work smarter and faster — bonus points if you've built AI-powered workflows that help the wider team work better.
Data-Driven Storyteller: 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 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 collaborate across teams, from Sales to Product, building relationships beyond your immediate team.
You’re 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).
With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.