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 / Recent 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