Customer Success Manager

Auror•Denver, CO

1d•$85,000 - $105,000•Hybrid

About The Position

The role of the Customer Success Manager 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. This role reports to the Customer Success Lead. 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 data means and turn raw engagement data into a compelling narrative about crime reduction and business value.
Possess a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.
Excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working."
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 our Guiding Principles.

Responsibilities

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

Benefits

Competitive salary range: Depending on level of experience of $85,000 - $105,000 (IC3)
Annual bonus: Eligibility for a $3,300 bonus at the end of the financial year if we’ve hit our revenue goals together.
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 insurance: We prioritise looking after your health by contributing to your individual health insurance plan through Anthem health insurance.
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.