Director of Customer Success

Job description

## **About Auror** At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day. Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Auror is connecting people and intelligence to reduce crime. We’re using technology for good. Our mission is clear: reduce violent retail crime by 50% in 5 years. It's an ambitious goal - and one we believe is achievable. In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team. We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function. ## **Director of Customer Success, North America** **The Role** We're looking for a Director of Customer Success to build and own our CS function across North America - one of the most strategically important regions in Auror's next phase of growth. This is a leadership role for someone who's done this before: who's led leaders, sat across the table from executives, and knows how to turn platform adoption into commercial outcomes. You'll inherit a customer base most CS leaders only dream of: retail giants, fierce customer loyalty, low churn, and real appetite to go deeper. You'll directly lead our NA CS Lead, oversee their team, and manage select ICs. You'll set the bar for what world-class customer success looks like in this market, and you'll be a key voice in Auror's North American leadership team as we scale. This role suits someone who gets energized by hard problems and great people - someone who wants to build a team that becomes a talent engine for Auror, not just run one that hits its numbers. **Responsibilities** **Own the North America CS function** You're not inheriting a playbook - you're building the operating model for one of Auror's most strategic, fastest-growing regions. You'll set the strategy, own the metrics, execution, and have the final word on how NA CS shows up for customers and for the business. - Own the NA CS strategy end-to-end - from team structure and coverage model to the roadmap for how we scale coverage as the customer base grows - Be a core member of Auror's North America leadership team, with a direct seat at the table on regional GTM strategy - Represent the voice of NA customers in company-wide planning - you'll shape where Auror invests next **Build and lead a bench of leaders, not just a team** This is a lead-the-leaders role. You'll build the kind of team other people want to join and the kind of team that produces the next generation of CS leadership at Auror. - Directly lead the NA CS Lead and their team, plus manage select ICs - Recruit and develop CS talent at every level, building real career pathways - Set a high bar for performance and coach relentlessly toward it; you'll have hard conversations early and often, because that's how great teams get built - Create a culture where accountability and ambition coexist with genuinely caring about the customer and team member **Turn retention into a growth engine** You'll own a customer base most CS leaders would kill for - low churn, high strategic value, real appetite for expansion. Your job is to make sure we capture every bit of that upside. - Own retention across NA and support the expansion agenda in lockstep with Sales and Account Management. You think and operate like a commercial leader - Build the muscle for spotting expansion signals early: usage patterns, stakeholder shifts, new use cases - and turning them into pipeline for the Sales team to pick up - Define what "great" looks like in NA through clear, ambitious metrics, and hold your team to them - locally, and against Auror's global CS bar **Get ahead of problems before customers ever feel them** - Build and refine proactive health monitoring across the NA book, catching risk signals early - Own escalation management for accounts - and be willing to get hands-on when it matters most - Turn customer feedback into product influence — you're a direct pipeline into roadmap and company priorities, not just a pass-through **Be the face of NA Customer Success - externally and internally** You'll help define what Auror looks like to the market, not just to existing customers. - Partner closely with the Director of Sales and Senior Director of Retail Partnerships to build a world-class, unified NA customer experience - Work with Marketing to build advocacy programs, referral engines, and customer stories that do real commercial work - Represent Auror at industry events and in thought leadership — you're comfortable being quoted, on stage, and in the room with senior retail executives ## You’ll be reporting to [Ruby Arden, VP Global Customer Success](https://www.linkedin.com/in/rubyarden/)