Director of Customer Success

Auror•Denver, CO

23h•$160,000 - $180,000•Hybrid

About The Position

Auror is seeking a Director of Customer Success to build and lead their Customer Success (CS) function across North America. This is a leadership role for an experienced individual who has previously led leaders, engaged with executives, and can translate platform adoption into commercial results. The role involves managing the North America CS Lead and their team, overseeing select individual contributors, and setting the standard for customer success in the region. The ideal candidate is energized by challenging problems and passionate about building a high-performing team that contributes to Auror's growth. Auror is a company focused on tackling retail theft and Organized Retail Crime, utilizing technology and AI to achieve its mission of reducing violent retail crime. They work with major retailers globally and are committed to responsible AI integration.

Requirements

Deeply experienced in leading Enterprise CS or Account Management teams in SaaS at a Director level or above.
Proven ability to lead and inspire leaders, not just individual contributors.
Commercially minded, viewing CS as a revenue function and adept at spotting expansion opportunities.
Skilled in navigating complex customer hierarchies and senior stakeholders.
Ability to translate engagement data into executive-level business narratives.
A strong team builder, capable of rallying teams around challenges and maximizing individual potential.
Proactive in nature, acting on leading indicators and focusing on prevention.
Must be present in the Denver office 2-3 days a week.
Willing to travel 1-2 times per month for customer meetings and industry events.

Responsibilities

Own the North America CS function, including building the operating model, setting strategy, defining metrics, and overseeing execution.
Be a core member of Auror's North America leadership team, contributing to regional Go-To-Market strategy.
Represent the voice of North American customers in company-wide planning and investment decisions.
Build and lead a team of leaders, recruiting and developing CS talent at all levels.
Directly manage the NA CS Lead and their team, as well as select individual contributors.
Set high performance standards, provide coaching, and foster a culture of accountability, ambition, and customer care.
Drive retention and support the expansion agenda in collaboration with Sales and Account Management, acting as a commercial leader.
Identify expansion opportunities through usage patterns, stakeholder changes, and new use cases, converting them into sales pipeline.
Define and track key performance metrics for the NA region, aligning with global CS standards.
Proactively monitor customer health, identify risk signals, and manage escalations.
Translate customer feedback into product influence and company priorities.
Partner with the Director of Sales and Senior Director of Retail Partnerships to ensure a unified customer experience.
Collaborate with Marketing on advocacy programs, referral engines, and customer stories.
Represent Auror at industry events and in thought leadership initiatives.

Benefits

Competitive salary range: $160,000 - $180,000
Annual bonus eligibility ($11,000)
Employee share scheme
Flexibility and a healthy work/life blend
Shorter work weeks (Friday afternoons off)
Focus on mental and physical health (Wellness Days, up to $500 USD for expert sessions annually)
Comprehensive health care plan (Medical, Dental & Vision) with Auror covering 100% of individual costs
Paid parental leave (12 weeks for birth parents, 6 weeks for non-birth parents)
Support for personal growth (courses, conferences, events)
Team lunches and social events during work hours