Customer Success Manager; Engagement

About Auror

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 to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

We're also embracing the potential of AI to supercharge our impact – whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

The role of the Customer Success Manager (IC3) is to drive long-term strategic value and deep product integration across our enterprise partnerships. Once a customer is activated, you take the lead—owning the ongoing relationship and ensuring our platform becomes an indispensable part of their daily operations and crime reduction strategy.

You are a strategic advisor who understands the "big picture." By analyzing health metrics, running refreshed engagement practices, and developing success plans, you will ensure our customers don't just use the platform, but achieve measurable, high-impact outcomes. You will bridge the gap between software and strategy, turning active users into lifelong champions.

• Strategic Account Direction:
  Own the post-onboarding lifecycle for enterprise-level customers, defining the long-term vision and success roadmap to ensure sustained ROI.
• Drive Deep Adoption:
  Move beyond basic usage to ensure the platform is "embedded" in the customer's culture and standard operating procedures (SOPs).
• Refreshed Engagement Practices:
  Lead high-impact business reviews (QBRs/CVRs) and executive briefings that move away from "feature updates" toward "outcome storytelling."
• Growth & Expansion:
  Partner with Retail Partnership Managers & Account Executives to identify opportunities, new department rollouts, and upsell potential based on the customer’s evolving needs.
• Outcome Analytics:
  Transform complex data sets into actionable insights, proving the platform’s value in reducing shrink, improving safety, and optimizing operations.
• Champion Development:
  Cultivate deep relationships with senior loss prevention stakeholders, turning them into vocal advocates for Auror.
• Cross-Functional Advocacy:
  Serve as the  Voice of the Customer  for the Product team, providing feedback that shapes the future of the platform based on mature user needs.
• Consultative Change Management:
  Support customers through organisational shifts, ensuring our technology remains central to their evolving business processes.

Evan Bishop, Customer Success Lead in North America

• The Strategic Partner:
  You have experience in Enterprise Customer Success or Account Management (SaaS preferred). You know how to navigate complex hierarchies and speak the language of senior leaders.
• 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.
• Growth Mindset:
  You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.
• Master of Influence:
  You excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working."
• Proactive…