Head of Growth & Customer Success

About AURA

AURA is a cutting-edge marketplace that provides seamless access to the nearest vetted private security and medical response units, anytime and anywhere, through connected devices.

Our vision is to create a world where everyone feels safe. This aligns with our mission to make emergency services more accessible, inclusive, and effective by leveraging innovative technology.

Role Overview:

We are looking for a visionary, results-driven, and innovative Head of Growth and Customer Success to lead adoption and revenue expansion within our B2B and B2B2C portfolio. You will oversee the Customer Success team, foster strategic relationships with C-suite executives, and develop forward-thinking strategies that align client needs with our broader business objectives.

Your primary focus will be driving adoption of our services, ensuring customers maximize their investment while unlocking new growth opportunities. By designing and executing targeted initiatives, you will expand both revenue streams and end-user engagement. Success in this role requires a strong blend of commercial acumen, strategic leadership, and problem-solving expertise. Additionally, your ability to track key metrics, measure customer satisfaction, and implement continuous improvements will be crucial in building long-term partnerships and driving sustained growth.

Key Responsibilities:

Strategic Relationship Management

• Cultivate and manage strong, long-term relationships with key stakeholders and senior executives within customer organizations.
• Serve as the primary point of contact, ensuring seamless communication and issue resolution.
• Act as a trusted advisor by understanding customer needs and providing strategic insights to internal teams for continuous product and service improvement.

Customer Growth & Retention

• Develop and execute growth strategies that enhance customer adoption, retention, and lifetime value.
• Identify upselling and cross-selling opportunities to maximize revenue and drive business expansion.
• Define and implement customer success playbooks to optimize engagement across different customer segments.
• Lead and co-create targeted campaigns to boost end-user adoption within a B2B2C environment.

Cross-Functional Collaboration

• Work closely with internal teams, including Sales, Marketing, Product, Technology, and Core Operations, to execute customer success strategies.
• Share insights with the Tech team regarding potential product enhancements based on customer feedback.
• Partner with Operations to ensure service quality excellence.

Performance Monitoring & Reporting

• Regularly assess customer success metrics, adoption rates, and satisfaction levels to drive strategic improvements.
• Use data-driven insights to inform decision-making and optimize growth initiatives.
• Establish and track key performance indicators (KPIs) to measure success and refine strategies.

Skills & Competencies:

• 7+ years of experience in senior customer success or strategic growth roles within a B2B or B2B2C environment.
• A results-driven mindset with a track record of leading strategic customer initiatives.
• A tertiary degree in Business, Marketing, or a related field.
• Experience in fast-scaling businesses, particularly technology-enabled platform marketplaces or SaaS, is advantageous.
• Proven success in managing and growing key customer accounts.
• Strong experience working with C-level executives and delivering high-impact communication.

Remuneration:

• Highly competitive CTC + Employee Share Ownership Plan.

Why Join AURA?

• Work with an innovative team dedicated to making a real impact on safety and security.
• Be part of a fast-growing company with opportunities for career advancement.
• Enjoy a dynamic work environment where your contributions shape the future of emergency response solutions.