Job Description

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- Build and execute customer engagement strategies that drive adoption and measurable, provable outcomes
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- Lead and support change management efforts and build stakeholder buy-in around long-term value
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- Ensure customers receive full value from Auror's platform and modules by proactively closing utilization gaps
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- Turn customer data into clear stories demonstrating impact to stakeholders at all levels
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- Partner with Retail Partnership Managers to strengthen enterprise relationships and identify account growth opportunities
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- Surface customer-data insights to improve outcomes and inform the product roadmap
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- Develop one-to-one and scalable one-to-many engagement strategies
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- Foster collaboration between retailers and law enforcement to maximise shared outcomes
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- Identify and strengthen customer champions from store teams through executives
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Requirements

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- Solid track record in Customer Success, Account Management, or a similar customer-facing role, ideally in SaaS or tech
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- Experience owning a portfolio of accounts across mid-market and larger customers
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- Comfortable managing accounts through different life cycles
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- Working grasp of account health, churn risk, and value conversations
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- Comfortable using internal AI tools; experience building AI-powered workflows is a bonus
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- Ability to turn raw engagement data into compelling narratives about crime reduction and business value
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- Commercial awareness to identify opportunities where the platform can solve additional customer problems
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- Proactive monitoring of health metrics and early intervention to course-correct engagement
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- Ability to collaborate across Sales and Product teams
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- Willingness to travel regularly for customer meetings, workshops, and events
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- Strong alignment to Auror's Guiding Principles
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- Australian / Current Zealand citizenship or permanent residency, or valid work authorization for Australia/New Zealand as applicable
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- Satisfactory completion of relevant background checks
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Core Competencies

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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.

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Highest-signal resume keywords

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- Customer Success Management
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- Account Management
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- Data-Driven Storytelling
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- Change Management
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- SaaS Experience
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Hard Skills

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- Customer Engagement Strategies
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- Account Health Monitoring
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- Churn Risk Assessment
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- AI-Powered Workflows
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- Portfolio Management
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Soft Skills

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- Collaboration
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- Stakeholder Management
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- Proactive Communication
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Industry Keywords

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- SaaS
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- Customer-Facing Role
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- Retail Partnerships
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- Crime Reduction
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- Background Checks
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Tools & Technologies

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- Internal AI Tools
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📌 Customer Success Manager (Victoria)
🏢 Jobtailor
📍 Victoria