Manager, Customer Success ANZ (13-month fixed term)

The Role

As our Customer Success Lead ANZ, you’ll be responsible for guiding both the team and our customers toward meaningful outcomes. This role centres on enabling Customer Success team members to excel through coaching, support, and clear direction while shaping how we deliver value across the customer journey. You’ll partner closely with internal and external teams to understand priorities, translate customer needs into action, and ensure smooth execution of pilots, rollouts, and long-term engagement plans. As the primary escalation point, you’ll help the team navigate challenges, maintain momentum, and reinforce high standards of customer experience.

You’ll also influence how our Customer Success team evolves by contributing to team development, fostering an inclusive culture, and driving improvements in our processes, tools, and metrics. Collaboration is essential. You’ll work with stakeholders across Product, Sales, and Retail Partnerships to achieve goals. Success in this role requires leadership, strategic thinking, and the ability to bring structure and clarity while keeping the team aligned and doing their best work.

This is a 13-month fixed term contract to cover a period of parental leave.

Responsibilities

• Leading, coaching, and empowering the Customer Success team to be successful in their roles
• Assisting the team with designing and delivering engagement plans and business reviews for our customers
• Working with our key stakeholders to understand their priorities and how Auror can add value
• Taking ownership of pilot and rollout plans and ensuring we have the resources we need to deliver
• Partnering with Sales to understand the requirements of incoming customers
• Collaborating with other Customer Success Leads - ensuring we are thinking globally but acting locally in how we’re supporting our customers
• Working with Product to ensure successful roll-outs by sharing customer requirements, requests, and feedback on new product builds
• Being the escalation point for the customer success team
• Fostering a positive, inclusive team culture and participating in team development, including hiring, onboarding, career development, and performance management
• Striving to ensure continuous scalable improvements to customer success metrics, customer satisfaction (NPS), and internal processes and tools

This role reports to Ruby Arden, VP Global Customer Success.As the VP of Global Customer Success at Auror, I lead our CS teams across the UK, US, Australia, and New Zealand. With a career spanning SaaS scale-ups like Vend and Timely, I bring over a decade of experience building high-performing teams that drive customer impact and long-term growth. I combine commercial acumen with a strong customer lens — building trust, driving momentum, and helping teams deliver exceptional value for our customers.

You can connect with me on LinkedIn.

Requirements

• A solid understanding of customer success fundamentals and what contributes to a successful customer journey
• Excellent leadership skills with experience in hiring, coaching, and mentoring high-performing teams
• Strong collaboration, time-management, influencing, and prioritization skills
• Experience developing strategic engagement plans for enterprise customers
• Have good problem-solving skills with a natural affinity for technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
• Excellent active listening and communication skills - whether in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people
• Being a team player who flourishes in a fast-paced, highly collaborative environment

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.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.