Customer Success Manager (Engagement)

The Role

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. This role reports to the Customer Success Lead.

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.

Responsibilities

• 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.

About You

• 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 Problem Solver: You don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips.
• Collaborative & Adaptive: You enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon.
• Mobile & Connected: You are comfortable with regular travel to build face-to-face rapport and attend industry events.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.