Customer Sucess Manager

The Role

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

This role is hands-on and outcome-driven. You’ll connect customer goals to practical use cases, translate data into measurable outcomes, and support pilot conversion through strong execution and stakeholder engagement. Success is measured by adoption, time-to-value, and pilot outcomes - not just activity.

Practically this will involve

• Own end-to-end delivery of customer pilots and implementations, completing pilots and implementations within a set time frame depending on customer size.
• Build and execute pilot, implementation, and onboarding plans that drive pilot 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 meaningfully 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, with health status and risks identified.
• Manage multiple pilots concurrently in a fast-paced environment, including customer travel at least monthly as needed.

You’ll be reporting to Aaron Koumi, Senior Customer Success Lead

I joined the incredible team at Auror to be part of the global movement empowering retailers and police to prevent and reduce crime in our communities. It’s not just a job, it’s meaningful work that makes a real difference. Every day, I see firsthand the positive impact Auror has in helping our retail partners stop crime, protect their teams, and create safer environments for everyone.

Our Customer Success team embodies everything that’s great about Auror. They care deeply, bring a high standard of excellence, and never forget to have fun along the way. You can check out my LinkedIn here.

About you

You are a dependable executor who balances urgency with quality, owns outcomes, and collaborates effectively across teams.

• You have experience delivering pilots, implementations, and onboarding in enterprise SaaS, retail, or data-driven environments.
• You operate independently on clear priorities, managing timelines, dependencies, and risks with minimal oversight.
• You communicate confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms.
• You coach customers and users to embed new ways of working.
• You identify blockers to adoption and address them early.
• You translate data into insights that help customers make decisions and adopt the platform effectively.
• You build trust with customer stakeholders across roles and adapt your communication to different audiences.
• You are organised, detail-oriented, and comfortable managing multiple workstreams at once.
• You are proactive, growth-minded, and comfortable travelling monthly or as needed to support customers.

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.