Senior Customer Success Manager

Overview

Auror empowers the retail industry to tackle theft and Organised Retail Crime. We use technology to connect people and intelligence to reduce crime and improve outcomes for retailers and communities. We are committed to responsibly incorporating AI into how we work and what we build.

We are seeking a Sr. Customer Success Manager (CSM) to drive value and real crime reduction outcomes for our partners. You will be an experienced individual contributor focused on building strong relationships, solving complex problems, and driving cross-functional collaboration to achieve best-in-class customer outcomes.

As our Sr. CSM, you are an experienced and strategic individual contributor whose impact resonates across the team and the wider Customer Success function. You will partner with key stakeholders and focus on ensuring their organisation is seeing value from using the Auror platform. You will play a key role in solving complex problems, strengthening customer partnerships, and driving best-in-class outcomes.

You’ll also influence and uplift those around you, proactively mentoring others, sharing insights, and driving cross-functional collaboration.

Through running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, you will identify new ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

Practically this will involve:

• 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

About you

• This role requires you to be 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…