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.
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 & Account Executives 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.
Qualification
The Strategic PartnerData-Driven StorytellerGrowth MindsetMaster of InfluenceProactive Problem SolverCollaborative & AdaptiveMobile & ConnectedThis role reports to Evan BishopOutside of work
Required
The Strategic Partner: You have experience in Enterprise Customer Success or Account Management (SaaS preferred). You know how to navigate complex hierarchies and speak the language of senior leaders.
Data-Driven Storyteller: You don't just report numbers; you explain what they mean. You can take raw engagement data and turn it into a compelling narrative about crime reduction and business value.
Growth Mindset: You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.
Master of Influence: You excel at driving change without direct authority, coaching customers to adopt new habits and "better ways of working."
Proactive Problem Solver: You don't wait for a customer to flag an issue. You monitor health metrics and intervene early to course-correct engagement before it dips.
Collaborative & Adaptive: You enjoy working in a specialised ecosystem, seamlessly taking over the "baton" from the Activation team to lead the long-term marathon.
Mobile & Connected: You are comfortable with regular travel to build face-to-face rapport and attend industry events.
This role reports to Evan Bishop, Customer Success Lead
I've spent over a decade in Customer Success and Support, working collaboratively with enterprise, mid, and small market accounts in the Marketing SaaS space before joining Auror. The mission of Auror grabbed me immediately and I've loved learning alongside a team that's genuinely passionate about the work.
I lead a team of talented CSMs focused on customer engagement, adoption, and long-term retention. My goal as a manager is to create an environment where people feel trusted, respected, and empowered. I believe great CS comes from people who are strategically minded, build authentic connections, and are humble, honest, and genuinely invested in customer outcomes. When you truly value the people around you and what they are committed to, it's a lot easier to find the "so what" that drives real retention and growth, and that's the kind of thinking I try to cultivate on this team.
Outside of work, you'll find me in the garden, near any body of water I can get to, hanging out with my family, or catching a punk show with friends.
We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).
