Customer Success Manager

Auror • Denver, CO

8d • 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

• Relationship-first CS professional who thrives in the early stages of the customer journey.
• Commercial awareness, customer empathy, and organizational discipline to manage complex engagements.
• Experience in enterprise SaaS Customer Success, with exposure to pilots, onboarding, or new customer journeys.
• Ability to build trust quickly with customer stakeholders and adapt communication to different roles and seniority levels.
• Ability to operate independently, balancing urgency with quality — managing timelines, risks, and dependencies while keeping the customer experience front of mind.
• Confident communication skills, explaining product value, outcomes, and ROI in clear, practical terms.
• Ability to coach customers and users to embed new ways of working.
• Ability to identify blockers to adoption and address them early.
• Ability to translate data into insights that help customers make decisions and adopt the platform effectively.
• Organized, detail-oriented, and comfortable managing multiple workstreams at once.
• Proactive, growth-minded, and comfortable travelling monthly or as needed to support customers.
• Fluency in English and Spanish is a plus.
• Strong alignment to Auror's Guiding Principles.

Nice To Haves

• Fluency in Spanish

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.

Benefits

• Competitive salary range: Depending on level of experience, between $85,000 - $105,000 (IC3)
• Employee share scheme
• Flexibility: Healthy work/life blend
• Shorter work weeks (at full pay): Friday afternoons off
• Focus on mental and physical health: 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: 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
• 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
• Number of Employees: 101-250 employees