Director of Customer Success

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.

Director of Customer Success, North America

The Role

We're looking for a Director of Customer Success to build and own our CS function across North America - one of the most strategically important regions in Auror's next phase of growth. This is a leadership role for someone who's done this before: who's led leaders, sat across the table from executives, and knows how to turn platform adoption into commercial outcomes.

You'll inherit a customer base most CS leaders only dream of: retail giants, fierce customer loyalty, low churn, and real appetite to go deeper. You'll directly lead our NA CS Lead, oversee their team, and manage select ICs. You'll set the bar for what world-class customer success looks like in this market, and you'll be a key voice in Auror's North American leadership team as we scale.

This role suits someone who gets energized by hard problems and great people - someone who wants to build a team that becomes a talent engine for Auror, not just run one that hits its numbers.

Responsibilities

Own the North America CS function

You're not inheriting a playbook - you're building the operating model for one of Auror's most strategic, fastest-growing regions. You'll set the strategy, own the metrics, execution, and have the final word on how NA CS shows up for customers and for the business.

• Own the NA CS strategy end-to-end - from team structure and coverage model to the roadmap for how we scale coverage as the customer base grows

• Be a core member of Auror's North America leadership team, with a direct seat at the table on regional GTM strategy

• Represent the voice of NA customers in company-wide planning - you'll shape where Auror invests next

Build and lead a bench of leaders, not just a team

This is a lead-the-leaders role. You'll build the kind of team other people want to join and the kind of team that produces the next generation of CS leadership at Auror.

• Directly lead the NA CS Lead and their team, plus manage select ICs

• Recruit and develop CS talent at every level, building real career pathways

• Set a high bar for performance and coach relentlessly toward it; you'll have hard conversations early and often, because that's how great teams get built

• Create a culture where accountability and ambition coexist with genuinely caring about the customer and team member

Turn retention into a growth engine

You'll own a customer base most CS leaders would kill for - low churn, high strategic value, real appetite for expansion. Your job is to make sure we capture every bit of that upside.

• Own retention across NA and support the expansion agenda in lockstep with Sales and Account Management. You think and operate like a commercial leader

• Build the muscle for spotting expansion signals early: usage patterns, stakeholder shifts, new use cases - and turning them into pipeline for the Sales team to pick up

• Define what "great" looks like in NA through clear, ambitious metrics, and hold your team to them - locally, and against Auror's global CS bar

Get ahead of problems before customers ever feel them

• Build and refine proactive health monitoring across the NA book, catching risk signals early

• Own escalation management for accounts - and be willing to get hands-on when it matters most

• Turn customer feedback into product influence — you're a direct pipeline into roadmap and company priorities, not just a pass-through

Be the face of NA Customer Success - externally and internally

You'll help define what Auror looks like to the market, not just to existing customers.

• Partner closely with the Director of Sales and Senior Director of Retail Partnerships to build a world-class, unified NA customer experience

• Work with Marketing to build advocacy programs, referral engines, and customer stories that do real commercial work

• Represent Auror at industry events and in thought leadership — you're comfortable being quoted, on stage, and in the room with senior retail executives

You’ll be reporting to Ruby Arden, VP Global Customer Success

I've been with Auror for eight years - I joined as one of our first Australian hires in 2018, built out our CS function across NZ and Australia from the ground up, and now lead our global team from Denver, overseeing North America, the UK, Australia, and New Zealand.

Before Auror I spent years in SaaS scale-ups like Vend and Timely. I want commercially sharp teams who genuinely care about the customer experience and outcome, and have a great time doing it. I’ll push you to grow fast, back you when it's hard, and expect you to think commercially, not just operationally. We're solving a real problem for retailers, with a team I'm proud to be part of.

Outside of work, I'm a New Zealander still getting used to Denver's altitude and lack of ocean. I chase down good food and wine wherever I can find it, and most weekends you'll find me walking up and down Tennyson Street drinking coffee and eating croissants.

Requirements

• Deeply experienced. You've led Enterprise CS or Account Management teams in SaaS, at Director level or above. You know how to lead and inspire leaders, not just individual contributors.

• Commercially minded. You see CS as a revenue function. You spot expansion opportunities instinctively and and support your team in driving commercial outcomes.

• Confident in the room. You navigate complex customer hierarchies and senior stakeholders with ease. You can turn engagement data into a business narrative that resonates at the executive level.

• A team builder. You know how to rally a team around a hard problem and get the best out of the people on it. You lead through influence as much as authority.

• Proactive by nature. You act on leading indicators, not lagging ones. You'd rather prevent a fire than fight one.

• Present in the office and willing to travel. You’re in our Denver office at least 2-3 days a week, creating the environment your team is energized to come to. You're comfortable getting in front of customers and at industry events regularly. You may be on the road 1-2 times per month.

Benefits:

• Competitive salary range: Depending on level of experience, between $160,000 - $180,000 (PL5)

• Annual bonus: Eligibility for a $11,000 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 $500 USD for expert sessions every year.

• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife.

• 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'll 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.