Customer Sucess Manager 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. Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. 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. It's an ambitious goal - and one we believe is achievable. 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. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

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. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

The Role

As a Customer Success Manager (IC3), you will own the delivery of Customer pilots, and new and existing Customer implementations, ensuring enterprise customers reach value quickly and confidently. You will operate with autonomy on defined work, guiding customers through onboarding, activation, and proof of value while collaborating closely with Sales, Customer Success Engagement, and Product.

This role is hands-on and outcome-driven. You’ll connect customer goals to practical use cases, translate data into measurable outcomes, and support pilot conversion through strong execution and stakeholder engagement. Success is measured by adoption, time-to-value, and pilot outcomes - not just activity.

Practically this will involve:

• Own end-to-end delivery of customer pilots and implementations, completing pilots and implementations within a set time frame depending on customer size.
• Build and execute pilot, implementation, and onboarding plans that drive pilot success metrics.
• Manage onboarding projects end-to-end, including scope, milestones, dependencies, risks, and timelines.
• Guide customers toward early value by identifying and activating high-impact use cases aligned to their operating reality.
• Translate platform data into clear, measurable outcomes such as shrink reduction, operational improvements, and community safety impact.
• Contribute meaningfully to pilot business cases by articulating ROI and value tied to customer use cases.
• Lead structured onboarding and pilot engagements, aligning multiple customer stakeholders and setting clear expectations.
• Deliver customer training, onboarding sessions, and weekly performance updates covering adoption, engagement, insights, and next steps.
• Work closely with Sales, CS Engagement, and Product teams to unblock progress, support conversion, and ensure clean handoffs with comprehensive documentation, with health status and risks identified.
• Manage multiple pilots concurrently in a fast-paced environment, including customer travel at least monthly as needed.

About you:

• You are a dependable executor who balances urgency with quality, owns outcomes, and collaborates effectively across teams.
• You have experience delivering pilots, implementations, and onboarding in enterprise SaaS, retail, or data-driven environments.
• You operate independently on clear priorities, managing timelines, dependencies, and risks with minimal oversight.
• You communicate confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms.
• You coach customers and users to embed new ways of working.
• You identify blockers to adoption and address them early.
• You translate data into insights that help customers make decisions and adopt the platform effectively.
• You build trust with customer stakeholders across roles and adapt your communication to different audiences.
• You are organised, detail-oriented, and comfortable managing multiple workstreams at once.
• You are proactive, growth-minded, and comfortable travelling monthly or as needed to support customers.

We are looking for people who demonstrate a strong alignment to our Guiding Principles. 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.

Benefits:

• Competitive salary range: Depending on level of experience of £50,000 - £65,000 (IC3)
• Annual bonus: Eligibility for a GBP £3,000 bonus at the end of the financial year if we’ve hit our revenue goals together.
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome-focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• 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.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to £375 GBP for expert sessions every year.
• Health insurance: We prioritise looking after your health by contributing to your individual health insurance plan through Vitality Health.
• Family-friendly: 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.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

What are the next steps?

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”. If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You will be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you’ll hear from us to acknowledge your application. 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.