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.
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
Qualification
Deeply experiencedCommercially mindedConfident in the roomA team builderProactive by nature
Required
Deeply experienced. You've led Enterprise CS or Account Management teams in SaaS, at Director level or above. You know how to lead and inspire leaders, not just individual contributors.
Commercially minded. You see CS as a revenue function. You spot expansion opportunities instinctively and and support your team in driving commercial outcomes.
Confident in the room. You navigate complex customer hierarchies and senior stakeholders with ease. You can turn engagement data into a business narrative that resonates at the executive level.
A team builder. You know how to rally a team around a hard problem and get the best out of the people on it. You lead through influence as much as authority.
Proactive by nature. You act on leading indicators, not lagging ones. You'd rather prevent a fire than fight one.
Present in the office and willing to travel. You’re in our Denver office at least 2-3 days a week, creating the environment your team is energized to come to. You're comfortable getting in front of customers and at industry events regularly. You may be on the road 1-2 times per month.
