- 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 clear 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
- Robust alignment to Auror's Guiding Principles
- Australian / New Zealand citizenship or permanent residency, or valid work authorization for Australia/New 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.