Customer Success Manager {Tech Startup (Permanent) in London

About Auror

At Auror, we're empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It's high volume crime that's increasingly organised in nature and is putting people, retailers, and communities at risk every day. Auror is connecting people and intelligence to reduce crime. We're using technology for good. Our mission is clear: reduce violent retail crime by 50% in 5 years. In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows.

The Role

Our Senior Customer Success Managers are experienced and strategic individual contributors who play a pivotal role in elevating customer impact and uplifting the broader Customer Success function at Auror. In this role, you'll design and deliver engagement strategies for our high-impact accounts, leading customers through organisational change and aligning platform adoption to their long-term goals. You'll influence at every level, from frontline teams to the senior executives using a combination of storytelling, data, and deep product expertise to drive measurable impact. As a Senior CSM, you'll not only deliver results within your own portfolio but also act as a multiplier across the team, coaching, sharing scalable frameworks, and championing operational improvements that lift capability and consistency globally. Lead change management efforts, building buy-in across stakeholders and aligning teams around long-term value. Own new product implementations end to end, applying strong project management skills to keep rollouts on track. Turn customer data into clear, compelling stories that demonstrate impact and keep value visible to stakeholders at every level.

Insights and strategy

Partner closely with Retail Partnership Managers to strengthen enterprise relationships and unlock account growth opportunities. Proactively surface insights from customer data to improve outcomes for the customer and feed directly into the product roadmap. Bring a strategic view to account planning, anticipating risks and opportunities before they surface. Identify and strengthen key champions at every level, from store teams to executives, building a network that outlasts any single point of contact.

Leadership and growth

Mentor and support teammates, sharing best practices and playbooks across regions. Act as a role model for what senior-level customer success looks like, raising the bar for the wider team.

Requirements

Experience and expertise

• Strong track record in Customer Success, Account or Relationship Management, ideally in enterprise tech, with experience owning a portfolio of complex, high-value accounts.
• Experience managing accounts through growth, renewal, and expansion cycles, with a clear grasp of commercial levers like ARR, churn risk, and account health.

Skills and approach

• Data-driven, able to translate raw data and insights into clear action plans.
• Creative storyteller, able to turn data into compelling narratives that make value visible to customers and stick with stakeholders long after the meeting ends.
• Skilled in change management and large-scale rollouts, comfortable driving adoption across multiple sites or stakeholder groups.
• Strong commercial acumen, confident discussing value, ROI, and business outcomes with customers.

Mindset and values

• Empathetic, inclusive, and resilient, with strong relationship-building skills.
• Self-starter who can pick up a complex account with minimal ramp-up and move quickly.
• Willing to travel regularly for customer meetings, workshops, and events.

With diversity and inclusion at the forefront of Auror's guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Competitive salary range: Annual bonus: Eligibility for a 4,125 bonus at the end of the financial year if we've hit our revenue goals together. Generous annual leave: 29 days of annual leave per year, plus public holidays, so you can properly rest and recharge. Employee share scheme: We offer 10 paid Wellness Days per year, which can be used for mental or physical health, medical appointments, or to care for an unwell family member. Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy. We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to 375 for expert sessions every year. Private Medical Insurance: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one. We support our team to participate in courses, conferences, or events that will help them develop their skills. We have regular team lunches and social events where most (if not all) activities are during work hours.

If you have questions about any of the above, or if you have any accessibility requirements, we'll be able to help you from there.