Senior Enterprise Customer Success Manager

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. ## **The Role** Our Senior Customer Success Managers are experienced and strategic individual contributors who play a pivotal role in elevating customer impact and uplifting the broader Customer Success function at Auror. You’ll partner with external senior and executive stakeholders, ensuring the customer is seeing the value and achieving real crime reduction outcomes from using the Auror platform. In this role, you’ll design and deliver engagement strategies for our high-impact accounts, leading customers through organisational change and aligning platform adoption to their long-term goals. You’ll influence at every level, from frontline teams to the senior executives using a combination of storytelling, data, and deep product expertise to drive measurable impact. As a Senior CSM, you’ll not only deliver results within your own portfolio but also act as a multiplier across the team**,** coaching, sharing scalable frameworks, and championing operational improvements that lift capability and consistency globally. You’ll be trusted to represent CS internally and externally and guide Auror’s approach to customer engagement at scale. **Your responsibilities:** **Customer impact** - Build and execute engagement strategies that drive adoption and deliver measurable, provable outcomes. - Lead change management efforts, building buy-in across stakeholders and aligning teams around long-term value. - Own new product implementations end to end, applying strong project management skills to keep rollouts on track. - Ensure customers are getting full value from Auror's platform and modules, proactively closing any gaps in utilisation. - Turn customer data into clear, compelling stories that demonstrate impact and keep value visible to stakeholders at every level. **Insights and strategy** - Partner closely with Retail Partnership Managers to strengthen enterprise relationships and unlock account growth opportunities. - Proactively surface insights from customer data to improve outcomes for the customer and feed directly into the product roadmap. - Develop and execute strategies for both one-to-one and scalable (one-to-many) engagement, knowing when each approach is right. - Bring a strategic view to account planning, anticipating risks and opportunities before they surface. **Collaboration and community** - Foster strong collaboration between retailers and law enforcement to maximise shared outcomes. - Identify and strengthen key champions at every level, from store teams to executives, building a network that outlasts any single point of contact. **Leadership and growth** - Mentor and support teammates, sharing best practices and playbooks across regions. - Champion operational improvements that lift team capability, consistency, and ways of working. - Act as a role model for what senior-level customer success looks like, raising the bar for the wider team. **You’ll be reporting to Aaron Koumi, Director of Customer Success | UK & Europe**  I joined the incredible team at Auror to be part of the global movement empowering retailers and police to prevent and reduce crime in our communities. It’s not just a job, it’s meaningful work that makes a real difference. Every day, I see firsthand the positive impact Auror has in helping our retail partners stop crime, protect their teams, and create safer environments for everyone. Our Customer Success team embodies everything that’s great about Auror. They care deeply, bring a high standard of excellence, and never forget to have fun along the way. You can check out my LinkedIn [here.](https://www.linkedin.com/in/aaron-koumi?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=android_app) ## **Requirements** **Experience and expertise** - Strong track record in Customer Success, Account or Relationship Management, ideally in enterprise tech, with experience owning a portfolio of complex, high-value accounts. - Proven ability to navigate complex customer environments and influence senior stakeholders, including C-suite and multi-department buying groups. - Experience managing accounts through growth, renewal, and expansion cycles, with a clear grasp of commercial levers like ARR, churn risk, and account health. **Skills and approach** - Data-driven, able to translate raw data and insights into clear action plans. - Creative storyteller, able to turn data into compelling narratives that make value visible to customers and stick with stakeholders long after the meeting ends. - Skilled in change management and large-scale rollouts, comfortable driving adoption across multiple sites or stakeholder groups. - Clear communicator who can manage expectations, build trust at all levels, and hold difficult conversations when needed. - Strong commercial acumen, confident discussing value, ROI, and business outcomes with customers. **Mindset and values** - Empathetic, inclusive, and resilient, with strong relationship-building skills. - Self-starter who can pick up a complex account with minimal ramp-up and move quickly. - Enjoys collaborating as part of a team but equally comfortable working independently. - Willing to travel regularly for customer meetings, workshops, and events. We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our [Careers page](https://www.auror.co/company-careers)). With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. ## **Benefits:** - **Competitive salary range:** Depending on the level of experience, starting salary band for the role is £65,000 - £75,000 (IC4). - **Annual bonus:** Eligibility for a £4,125 bonus at the end of the financial year if we’ve hit our revenue goals together. - **Generous annual leave:** 29 days of annual leave per year, plus public holidays, so you can properly rest and recharge. - **Employee share scheme:** You’ll own part of a company making a real difference! - **Wellness days:** We offer 10 paid Wellness Days per year, which can be used for mental or physical health, medical appointments, or to care for an unwell family member. - **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 £375 for expert sessions every year. - **Private Medical Insurance:** Auror covers the cost of your plan membership with Vitality, where you will also enjoy the benefits of their Vitality Programme for health and wellbeing. - **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 are the next steps? If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”. If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you. You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror. Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.