Customer Success Lead - Denver

About Auror

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

You’ll be responsible for:

• Leading, coaching and empowering the customer success team to be successful in their roles
• Assisting the team with designing and delivering engagement plans for our customers
• Working with our key stakeholders to understand their priorities and how Auror can add value
• Taking ownership of pilot and rollout plans and ensuring we have the resources we need to deliver
• Partnering with Retail Partnerships & Sales to understand requirements of future customers.
• Collaborating with other Customer Success Leads - ensuring we are thinking globally but acting locally in how we’re supporting our customers
• Working with Product to ensure successful roll-outs of new product features and providing feedback on new product builds
• Being the escalation point for the customer success team
• Working with Product on understanding customer feature requirements and requests
• Fostering a positive, inclusive team culture and participate in team development including hiring, onboarding, career development and performance management
• Striving to ensure continuous scalable improvements to customer success metrics, customer satisfaction (NPS) and internal processes and tools
  

This role reports to Rachelle Cockrel, Customer Success Lead - North America

I've had the privilege of working in customer-facing and leadership roles across various industries throughout my career. Before Auror, I built and scaled a customer success team. I joined Auror because of its impactful mission, deliberate culture, and exceptional team members-a rare and lucky find! At Auror, we get to solve a meaningful problem for our customers that makes a difference in the world, and that gets me excited to come to work every day. As someone who thrives on mentoring others and providing best-in-class customer support, I'm excited about the opportunity to add new team members who share our values, drive, and mission to make communities safer.

I love spending quality time with my husband and son. I also enjoy being active (walks, hiking, yoga), trying new restaurants, reading, writing, and arts and crafts. You can check out my LinkedIn here.

Requirements

As one of our Customer Success Leads, you will have the following skills:

• A solid understanding of customer success fundamentals and what contributes to a successful customer journey
• Excellent leadership skills with experience in hiring, coaching, and mentoring high performing teams
• Strong collaboration, time-management, influencing and prioritization skills
• Experience developing strategic engagement plans for enterprise customers
• Have good problem solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
• Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people
• Being a team player who flourishes in a fast paced, highly collaborative environment
• We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

At Auror, we value co-location and have a hybrid flexible working model; the Auror office is located in the RiNo Neighborhood where our Customer Success team spends 3 days in the office and 2 days remotely. This is a Denver-based role.

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, n