Customer Success Manager

Jobtailor; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Auror is seeking a Customer Success/Account Manager to drive adoption, retention, and value realization across mid-market and larger customers in Australia. You will own engagement strategies, guide change management, and collaborate with Sales and Product to close utilization gaps and unlock growth.

You will turn raw engagement data into compelling narratives for stakeholders, monitor health metrics, and travel regularly for customer meetings and workshops.

Qualifications

• Solid track record in Customer Success, Account Management, or a similar customer-facing role.
• Experience owning a portfolio of accounts across mid-market and larger customers.
• Comfortable managing accounts through different life cycles.
• Working grasp of account health, churn risk, and value conversations.
• Comfortable using internal AI tools; experience building AI-powered workflows is a bonus.
• Ability to turn raw engagement data into compelling narratives about crime reduction and business value.
• Commercial awareness to identify opportunities where the platform can solve additional customer problems.
• Proactive monitoring of health metrics and early intervention to course-correct engagement.
• Willingness to travel regularly for customer meetings, workshops, and events.
• Australian / New Zealand citizenship or permanent residency, or valid work authorization for Australia/New Zealand as applicable
• Satisfactory completion of relevant background checks
• Strong alignment to Auror's Guiding Principles

Responsibilities

• Build and execute customer engagement strategies that drive adoption and measurable, provable outcomes
• Lead and support change management efforts and build stakeholder buy-in around long-term value
• Ensure customers receive full value from Auror's platform and modules by proactively closing utilization gaps
• Turn customer data into clear stories demonstrating impact to stakeholders at all levels
• Partner with Retail Partnership Managers to strengthen enterprise relationships and identify account growth opportunities
• Surface customer-data insights to improve outcomes and inform the product roadmap
• Develop one-to-one and scalable one-to-many engagement strategies
• Foster collaboration between retailers and law enforcement to maximise shared outcomes
• Identify and strengthen customer champions from store teams through executives

Skills

Customer Success

Account Management

SaaS Experience

Mid-Market Accounts

Lifecycle Management

Data Storytelling

AI Tools

Stakeholder Management

Travel Flexibility

Commercial Awareness

Tools

Internal AI Tools

Job description

• Build and execute customer engagement strategies that drive adoption and measurable, provable outcomes
• Lead and support change management efforts and build stakeholder buy-in around long-term value
• Ensure customers receive full value from Auror's platform and modules by proactively closing utilization gaps
• Turn customer data into clear stories demonstrating impact to stakeholders at all levels
• Partner with Retail Partnership Managers to strengthen enterprise relationships and identify account growth opportunities
• Surface customer-data insights to improve outcomes and inform the product roadmap
• Develop one-to-one and scalable one-to-many engagement strategies
• Foster collaboration between retailers and law enforcement to maximise shared outcomes
• Identify and strengthen customer champions from store teams through executives

Requirements

• Solid track record in Customer Success, Account Management, or a similar customer-facing role, ideally in SaaS or tech
• Experience owning a portfolio of accounts across mid-market and larger customers
• Comfortable managing accounts through different life cycles
• Working grasp of account health, churn risk, and value conversations
• Comfortable using internal AI tools; experience building AI-powered workflows is a bonus
• Ability to turn raw engagement data into compelling narratives about crime reduction and business value
• Commercial awareness to identify opportunities where the platform can solve additional customer problems
• Proactive monitoring of health metrics and early intervention to course-correct engagement
• Ability to collaborate across Sales and Product teams
• Willingness to travel regularly for customer meetings, workshops, and events
• Strong alignment to Auror's Guiding Principles
• Australian / New Zealand citizenship or permanent residency, or valid work authorization for Australia/New Zealand as applicable
• Satisfactory completion of relevant background checks

Core Competencies

Demonstrates expertise in Customer Success and Account Management, with a focus on driving customer engagement and adoption through data-driven strategies. Proficient in collaborating with cross-functional teams to enhance customer value and identify growth opportunities.

Highest-signal resume keywords

• Customer Success Management
• Account Management
• Data-Driven Storytelling
• Change Management
• SaaS Experience

Hard Skills

• Customer Engagement Strategies
• Account Health Monitoring
• Churn Risk Assessment
• AI-Powered Workflows
• Portfolio Management

Soft Skills

• Collaboration
• Stakeholder Management
• Proactive Communication

Industry Keywords

• SaaS
• Customer-Facing Role
• Retail Partnerships
• Crime Reduction
• Background Checks

Tools & Technologies

• Internal AI Tools