Build and execute customer engagement strategies that drive adoption and measurable, provable outcomes
Lead and support change management efforts and build stakeholder buy-in around long-term value
Ensure customers receive full value from Auror's platform and modules by proactively closing utilization gaps
Turn customer data into explicit stories demonstrating impact to stakeholders at all levels
Partner with Retail Partnership Managers to strengthen enterprise relationships and identify account growth opportunities
Surface customer-data insights to improve outcomes and inform the product roadmap
Develop one-to-one and scalable one-to-many engagement strategies
Foster collaboration between retailers and law enforcement to maximise shared outcomes
Identify and strengthen customer champions from store teams through executives
Requirements
Solid track record in Customer Success, Account Management, or a similar customer-facing role, ideally in SaaS or tech
Experience owning a portfolio of accounts across mid-market and larger customers
Comfortable managing accounts through different life cycles
Working grasp of account health, churn risk, and value conversations
Comfortable using internal AI tools; experience building AI-powered workflows is a bonus
Ability to turn raw engagement data into compelling narratives about crime reduction and business value




Commercial awareness to identify opportunities where the platform can solve additional customer problems
Proactive monitoring of health metrics and early intervention to course-correct engagement
Ability to collaborate across Sales and Product teams
Willingness to travel regularly for customer meetings, workshops, and events
Strong alignment to Auror's Guiding Principles
Australian / New Zealand citizenship or permanent residency, or valid work authorization for Australia/Recent Zealand as applicable
Satisfactory completion of relevant background checks
Core Competencies
Demonstrates expertise in Customer Success and Account Management, with a focus on driving customer engagement and adoption through data-driven strategies. Proficient in collaborating with cross-functional teams to enhance customer value and identify growth opportunities.
Highest-signal resume keywords
Customer Success Management
Account Management
Data-Driven Storytelling
Change Management
SaaS Experience
Hard Skills
Customer Engagement Strategies
Account Health Monitoring
Churn Risk Assessment
AI-Powered Workflows
Portfolio Management
Soft Skills
Collaboration
Stakeholder Management
Proactive Communication
Industry Keywords
SaaS
Customer-Facing Role
Retail Partnerships
Crime Reduction
Background Checks
Tools & Technologies
Internal AI Tools
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📌 Customer Success Manager (Melbourne)
🏢 Jobtailor
📍 Melbourne