Associate Manager, Customer Success

Aurora Innovation•Dallas, TX

5d•$104,000 - $166,000•Hybrid

About The Position

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We are looking for a Customer Success Manager to partner with our Head of Customer Success on this exciting journey. As the Customer Success Manager, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our customer base. You will join a team responsible for establishing best in class customer success functions, driving initiatives that enhance customer experience and contribute to revenue growth. In this role, you will Leadership and Strategy: Assist with executing the customer success strategy aligned with company goals to maximize customer retention and expansion. Build account plans that demonstrate the strategy for growing existing business and capturing customer feedback. Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement. Establish the roadmap for growing the Customer Success team to help meet our commercial goals. Customer Engagement: Oversee customer onboarding, training, and implementation processes to ensure successful adoption of our product. Develop and maintain strong relationships with key stakeholders, advocating for customer needs internally while driving customer advocacy and loyalty. Implement scalable processes and tools to monitor customer health and proactively address issues with the Customer Support team. Frequent check-ins and QBRs with key stakeholders within our customer-base. Revenue Growth: Collaborate closely with Sales and Marketing teams to identify opportunities for expansion within the existing customer base. Drive initiatives to increase upsell, cross-sell, and renewal rates through data-driven insights and strategic initiatives. Operational Excellence: Establish and monitor KPIs and metrics to measure the Customer Success team’s performance and overall customer satisfaction. Create and facilitate surveys and voice-of-customer activities to establish a feedback loop with the product and engineering teams. Stay updated on industry trends and best practices in customer success.

Requirements

5+ years of experience in similar roles in Freight or SaaS.
3+ years of Management experience.
Willingness to travel up to 25%.
Experience working with CRM applications, preferably Salesforce.
High proficiency in analytics, executive presentations, and problem solving.
Strong project management skills.
Required to work out of our Dallas, TX office three times per week; relocation is negotiable.

Responsibilities

Assist with executing the customer success strategy aligned with company goals to maximize customer retention and expansion.
Build account plans that demonstrate the strategy for growing existing business and capturing customer feedback.
Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement.
Establish the roadmap for growing the Customer Success team to help meet our commercial goals.
Oversee customer onboarding, training, and implementation processes to ensure successful adoption of our product.
Develop and maintain strong relationships with key stakeholders, advocating for customer needs internally while driving customer advocacy and loyalty.
Implement scalable processes and tools to monitor customer health and proactively address issues with the Customer Support team.
Frequent check-ins and QBRs with key stakeholders within our customer-base.
Collaborate closely with Sales and Marketing teams to identify opportunities for expansion within the existing customer base.
Drive initiatives to increase upsell, cross-sell, and renewal rates through data-driven insights and strategic initiatives.
Establish and monitor KPIs and metrics to measure the Customer Success team’s performance and overall customer satisfaction.
Create and facilitate surveys and voice-of-customer activities to establish a feedback loop with the product and engineering teams.
Stay updated on industry trends and best practices in customer success.