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. 

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

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.

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.

Your 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 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.

This role reports to Karina Arakua, Customer Success Lead

I value curiosity, a bias to action, and progress over perfection. I love working with people who challenge the status quo to be better every day. I prioritise collaboration and tackling challenges together, the best ideas come when everyone has a voice at the table. We’re a tight-knit team that genuinely enjoys working together, connecting often, and having a laugh, but we also place importance on setting boundaries and making space for our own self-care. We assume positive intent, think the best of each other, and always have each other’s backs.

Outside of work, I’m an avid flower grower and lover of colour and pattern. I never miss a 1RM day at CrossFit, have probably tried every craft imaginable, and can always be counted on to bring snacks to meetings. 

Benefits