Customer Onboarding Manager

About Auror

At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. We work with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Our mission is to reduce violent retail crime by 50% in five years and we use technology for good, including AI to enhance detection, support customers, and improve internal workflows.

As a Customer Onboarding Manager (IC3), you will own the delivery of customer pilots and implementations, ensuring enterprise customers reach value quickly and confidently. You will operate autonomously, guiding customers through onboarding, activation, and proof of value while collaborating closely with Sales, Customer Success Engagement, and Product.

• Own end‑to‑end delivery of customer pilots and implementations, completing them within a set timeframe depending on customer size.
• Build and execute pilot, implementation, and onboarding plans that drive success metrics.
• Manage onboarding projects end‑to‑end, including scope, milestones, dependencies, risks, and timelines.
• Guide customers toward early value by identifying and activating high‑impact use cases aligned to their operating reality.
• Translate platform data into clear, measurable outcomes such as shrink reduction, operational improvements, and community safety impact.
• Contribute to pilot business cases by articulating ROI and value tied to customer use cases.
• Lead structured onboarding and pilot engagements, aligning multiple customer stakeholders and setting clear expectations.
• Deliver customer training, onboarding sessions, and weekly performance updates covering adoption, engagement, insights, and next steps.
• Work closely with Sales, CS Engagement, and Product teams to unblock progress, support conversion, and ensure clean handoffs with comprehensive documentation, health status, and risks identified.
• Manage multiple pilots concurrently in a fast‑paced environment, including traveling to customers as needed.

• Dependable executor who balances urgency with quality, owns outcomes, and collaborates effectively across teams.
• Experience delivering pilots, implementations, and onboarding in enterprise SaaS, retail, or data‑driven environments.
• Operates independently on clear priorities, managing timelines, dependencies, and risks with minimal oversight.
• Communicates confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms.
• Coaches customers and users to embed new ways of working.
• Identifies blockers to adoption and addresses them early.
• Translates data into insights that help customers make decisions and adopt the platform effectively.
• Builds trust with customer stakeholders across roles and adapts communication to different audiences.
• Organised, detail‑oriented, and comfortable managing multiple work streams at once.
• Proactive, growth‑mindset, and comfortable traveling monthly or as needed to support customers.

• Competitive salary range: £50,000 - £65,000 (IC3)
• Annual bonus:
  Eligibility for a £3,000 bonus at the end of the fiscal year if revenue goals are met.
• Employee share scheme:
  Own part of a company making a real difference.
• Flexibility:
  Healthy work‑life blend and full‑pay shorter work weeks, Friday afternoons off.
• Focus on mental and physical health:
  Wellness Days and up to £375 for expert sessions each year.
• Health insurance:
  Contribution to individual health insurance plan through Vitality Health.
• Family‑friendly:
  Paid parental leave—12 weeks for birth parents, 6 weeks for non‑birth parents, from day one.
• Personal growth:
  Support for courses, conferences, or events to develop skills.
• Team culture:
  Regular team lunches and social events during work hours.

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness, regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.