Folklore Ventures
Folklore Ventures

Customer Success Manager



London, UK
Posted on Friday, May 31, 2024

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 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, we’re working with some of the best and largest retailers in the world across Australasia, North America, and now 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.

About Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this. We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

The Role

We’re looking for someone who is excited to roll their sleeves up and help grow our brand in this market. We are looking for an experienced Customer Success Manager to help build strong relationships with our customers through relational and strategic engagement, delivering results that have a true impact on retail communities. You will partner with key stakeholders and a focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform.

Through running pilots and leading project rollouts, developing and delivering quarterly engagement plans for our retail partners, you will identify ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the wider Customer Success team, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

Your Responsibilities

  • Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
  • Working with our key champions to understand their priorities and how Auror can add value through ongoing strategic engagement at a market, regional, or user level
  • Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
  • Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
  • Working with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
  • Partnering with customers on Change & Process Management
  • Analysing customer data and creating insights to drive better customer outcomes
  • Fostering collaboration across retail and law enforcement
  • Collaborating with Product, both as a subject matter expert and a customer advocate
  • Strategize on user engagement for a one:many approach through inbound support requests via in app messenger, phone, and email

You’ll be reporting to Aaron Koumi, Customer Success Lead

I’ve joined the team of incredible people at Auror to be part of the solution that is empowering retailers and police globally to stop crime, for good. It’s really something to work with a company where every day I can see the positive impact Auror has on communities.

Auror trusts and pushes me to do my best work and be myself whilst supporting and enabling me to continue to grow. This lets me in turn do what I love doing: empowering the team. The Customer Success team inspires me by how much they care when they’re engaging with our retail partners and the standard of quality and fun they hold themselves to. You can check out my Linkedin here