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Auror · 1 month ago

Manager, Customer Success - Enterprise SaaS

Denver, CO

Full-time

Hybrid

Mid, Senior Level

$115K/yr - $135K/yr

Auror is a company dedicated to empowering the retail industry to combat theft and organized retail crime. The Customer Success Lead will guide the team and customers toward meaningful outcomes, focusing on coaching and support while ensuring the execution of customer engagement plans and fostering a positive team culture.

Artificial Intelligence (AI)Business IntelligenceEnterprise SoftwareReal TimeSecuritySoftware

Responsibilities

Leading, coaching, and empowering the customer success team to be successful in their roles

Assisting the team with designing and delivering engagement plans and business reviews 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 Sales to understand the requirements of incoming 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 by sharing customer requirements, requests, and feedback on new product builds

Being the escalation point for the customer success team

Fostering a positive, inclusive team culture and participating 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

Qualification

Customer success fundamentalsStrategic engagement plansLeadership skillsCollaboration skillsProblem solving skillsActive listeningCommunication skillsTeam player

Required

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

Benefits

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