Strategic Customer Success Manager in Melbourne

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 Customer Success Managers are experienced individual contributors who play a key role in elevating customer impact. You’ll partner with external senior and executive stakeholders, ensuring our customers are 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 customers, leading retailers 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.

Responsibilities

• Build and execute engagement strategies that drive adoption and deliver measurable, provable outcomes.
• Lead and support change management efforts, building buy-in across stakeholders and aligning teams around long-term value.
• 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.
• Partner closely with our Retail Partnership Managers (Account 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.
• 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.

Requirements

• You have a solid track record in Customer Success, Account Management, or a similar customer-facing role — ideally SaaS or tech — with experience owning a portfolio of accounts across a mix of mid-market and larger customers.
• You’re comfortable managing accounts through different life cycles and with a working grasp of the commercial basics: account health, churn risk, and where the value conversation matters.
• Confident using internal AI tools to work smarter and faster — bonus points if you've built AI-powered workflows that help the wider team work better.
• 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.
• You have a "commercial eye" and can naturally spot opportunities where our platform can solve additional problems for a customer.
• 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.
• You collaborate across teams, from Sales to Product, building relationships beyond your immediate team.
• You’re willing to travel regularly for customer meetings, workshops, and events.

We are looking for people who demonstrate a strong alignment to our Guiding Principles. With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror.

Benefits:

• Competitive salary range: Depending on level of experience, a starting salary of between $90,000 - $115,000 (IC3) plus Super.
• Annual bonus: Eligibility for a $3,300 bonus at the end of the financial year if we’ve hit our revenue goals together.
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off.
• Health insurance: We prioritise looking after your health by contributing up to $1,500 per year to your individual health insurance plan with Bupa.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness.
• Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents.
• 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.

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”.