Customer Success Manager (Engagement)

Auror • Denver, CO

9h • Hybrid

About The Position

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. 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.

Requirements

• Experience in Enterprise Customer Success or Account Management (SaaS preferred).
• Ability to navigate complex hierarchies and speak the language of senior leaders.
• Ability to explain what numbers mean and turn raw engagement data into a compelling narrative about crime reduction and business value.
• A "commercial eye" and ability to spot opportunities where our platform can solve additional problems for a customer.
• Ability to drive change without direct authority, coaching customers to adopt new habits and "better ways of working."
• Proactive problem-solving skills; monitor health metrics and intervene early to course-correct engagement before it dips.
• Enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon.
• Comfortable with regular travel to build face-to-face rapport and attend industry events.
• Demonstrate a strong alignment to Auror's Guiding Principles.

Responsibilities

• Own the post-onboarding lifecycle for enterprise-level customers, defining the long-term vision and success roadmap to ensure sustained ROI.
• Move beyond basic usage to ensure the platform is "embedded" in the customer's culture and standard operating procedures (SOPs).
• Lead high-impact business reviews (QBRs/CVRs) and executive briefings that move away from "feature updates" toward "outcome storytelling."
• Partner with Retail Partnership Managers & Account Executives to identify opportunities, new department rollouts, and upsell potential based on the customer’s evolving needs.
• Transform complex data sets into actionable insights, proving the platform’s value in reducing shrink, improving safety, and optimizing operations.
• Cultivate deep relationships with senior loss prevention stakeholders, turning them into vocal advocates for Auror.
• 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.
• Support customers through organisational shifts, ensuring our technology remains central to their evolving business processes.

Benefits

• Competitive salary range: Depending on level of experience, between $85,000 - 105,000.
• Employee share scheme
• Flexibility and healthy work/life blend
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off
• Focus on mental and physical health: Wellness Days, and up to $500 for expert sessions every year.
• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife.
• Family-friendly: Comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.
• Personal growth: Support to participate in courses, conferences, or events that will help them develop their skills.
• Team love: Regular team lunches and social events during work hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed