Customer Success Manager

Auror • Denver, CO

17h • Hybrid

About The Position

As a Customer Success Manager (IC3), you will own the delivery of Customer pilots, and new + existing Customer implementations, ensuring enterprise customers reach value quickly and confidently. This is a true CS role with a focus on the early customer journey: building relationships, aligning on outcomes, and ensuring customers see measurable impact quickly.
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 — driven by strong relationships and commercial acumen, not just execution.

Requirements

• Experience in enterprise SaaS Customer Success, with exposure to pilots, onboarding, or new customer journeys.
• Build trust quickly with customer stakeholders and adapt your communication to different roles and seniority levels.
• Operate independently, balancing urgency with quality — managing timelines, risks, and dependencies while keeping the customer experience front of mind.
• Communicate confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms.
• Coach customers and users to embed new ways of working.
• Identify blockers to adoption and address them early.
• Translate data into insights that help customers make decisions and adopt the platform effectively.
• Organised, detail-oriented, and comfortable managing multiple workstreams at once.
• Proactive, growth-minded, and comfortable travelling monthly or as needed to support customers.

Nice To Haves

• Fluency in English and Spanish a plus!

Responsibilities

• Own the end-to-end customer experience across pilots and onboarding, ensuring customers reach value within agreed timeframes.
• Build trusted relationships with customer stakeholders across all levels, setting clear expectations and maintaining strong engagement throughout.
• Build and drive pilot and onboarding plans anchored in customer goals, operating realities, and success metrics.
• Manage onboarding projects end-to-end, including scope, milestones, dependencies, risks, and timelines.
• Guide customers toward early, high-impact use cases and help them embed new ways of working with confidence.
• 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 engagements across multiple customer stakeholders, keeping momentum, managing risks, and unblocking progress.
• 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.
• In smaller markets or during transitional phases as the activation model beds in, you may temporarily support a limited Customer Engagement portfolio by agreement. This is not a core expectation of the role and will be actively reviewed to ensure activation delivery remains the priority.

Benefits

• Competitive salary range: Depending on level of experience, between $85,000 - $105,000 (IC3)
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 USD 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: We offer 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: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees