Auror

Senior Customer Success Manager

Auror

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • 🇺🇸 United States

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Salary

💰 $112,500 - $140,000 per year

Job Level

Senior

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementdata analysiscustomer engagement strategieschange managementrelationship managementobjection handlinganalytics interpretationuser engagementimplementationmentoring
Soft skills
emotional intelligencecollaborationstrategic mindsetinfluenceresiliencecommunicationteamworkself-startingleadershipcustomer advocacy