Customer Success Manager

• Deliver an excellent experience for our Auror user community, supporting store teams, field loss prevention, and police users
• Respond to questions via in-app chat, email, and phone, providing timely and practical support
• Maintain data quality in the Auror platform by keeping profiles, comments, and information up to date
• Work with our Engineering team to troubleshoot access or technical issues and keep users connected
• Own key processes that help our users succeed, including guiding them on platform usage and best practices
• Support the Customer Success team in driving outcomes for customers through proactive, user-focused engagement
• Keep our Help Center, chatbots, and response materials updated with the latest product releases
• Create helpful resources like best practice guides, Help Center articles, and ongoing training materials for end users
• Review platform usage to identify wins, trends, and opportunities, and share insights with both customers and the team
• Recognise and encourage Auror Champions who can help drive adoption in their stores and regions
• Work closely with the Customer Success and Retail Partnerships teams to share insights and opportunities that contribute to mutual success
• Assist with training sessions, new user setup, and general team support

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