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

Strong alignment to Auror's Guiding Principles

Australian / New Zealand citizenship or permanent residency, or valid work authorization for Australia/Current 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 (Port Phillip City)
🏢 Jobtailor
📍 Port Phillip City