Auror

Leading and coaching the customer success team, designing engagement plans, collaborating with stakeholders, and ensuring successful customer outcomes. | Proven leadership in customer success or related roles, experience in developing strategic engagement plans, strong collaboration skills, and ability to manage escalations and team development. | 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 13 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. 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. The Role As our Customer Success Lead, you’ll be responsible for guiding both the team and our customers toward meaningful outcomes. This role centers on enabling Customer Success team members to excel through coaching, support, and clear direction while shaping how we deliver value across the customer journey. You’ll partner closely with internal and external teams to understand priorities, translate customer needs into action, and ensure smooth execution of pilots, rollouts, and long-term engagement plans. As the primary escalation point, you’ll help the team navigate challenges, maintain momentum, and reinforce high standards of customer experience. You’ll also influence how our Customer Success team evolves by contributing to team development, fostering an inclusive culture, and driving improvements in our processes, tools, and metrics. Collaboration is essential. You’ll work with stakeholders across Product, Sales, and Retail Partnerships to achieve goals. Success in this role requires leadership, strategic thinking, and the ability to bring structure and clarity while keeping the team aligned and doing their best work. Practically this will involve: 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 You’ll be reporting to Ruby Arden, VP, Customer Partnerships. As the VP of Customer at Auror, I lead the Account Management and Customer Success team in North America. With a career spanning SaaS scale-ups like Vend and Timely, I bring over a decade of experience building high-performing teams that drive customer impact and long-term growth. I combine commercial acumen with a strong customer lens — building trust, driving momentum, and helping teams execute with focus. You can connect with me on Linkedin. 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 We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page). Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best. What are the benefits like? Competitive salary range: Depending on level of experience of $115K - $135K (PL3) 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.

Generate outbound pipeline and qualified meetings for enterprise and large mid-market retail accounts using multichannel outreach and sequencing tools. | Proven experience in outbound pipeline creation for enterprise accounts, proficiency with sales sequencing platforms, strong communication skills, and ability to work independently and collaboratively with sales teams. | 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. 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. The Role Auror is expanding our Enterprise sales team and looking for a high performing SDR with a strong track record of outbound pipeline creation. You’ll be responsible for engaging high value organizations across North America, with a preference for candidates who have experience working with large retailers. You’ll partner closely with Enterprise AEs to identify the right accounts, craft targeted sequencing, and generate qualified opportunities that advance into late stage pipeline. There is also potential to support channel plays with adjacent public safety and technology partners. This role is based in Denver with a hybrid work model, or can be performed remotely from most U.S. states. Practically this will involve: Own outbound top of funnel activity for Enterprise and large mid market accounts Build high quality pipeline using smart, multichannel sequencing across email, phone, LinkedIn, and video Use HubSpot, Outreach, or similar tools to build, optimize, and analyze sequences Research accounts and tailor outreach based on persona, workflow, and business priorities Book qualified meetings that convert into real opportunities Partner with AEs on target lists, account strategies, and multi threaded outreach Optimize outbound messaging based on conversion data and performance insights Maintain clean and accurate notes, contacts, and activities in HubSpot Collaborate with Marketing on campaigns, messaging, and persona focused content Hit monthly SQO and pipeline creation targets consistently This role reports to Trevor Symons, VP, Sales - North America Sales and GTM leader with a track record of building high-performing teams, scaling revenue functions, and delivering growth across SaaS and services businesses. Over the last decade, I’ve led go-to-market strategy, learning and development, and revenue enablement programs across multiple verticals. I’ve overhauled sales processes, implemented automation across tech stacks, negotiated vendor partnerships, and built marketing strategies that directly contributed to pipeline velocity and brand strength. I’m driven by operational rigor, clarity of purpose, and building systems that enable teams to win at scale. At Auror, I lead North America sales with a mission to reduce violent retail crime by 50% over the next five years. Our platform connects retailers and law enforcement to prevent organized retail crime and make frontline teams and communities safer. Proven track record generating outbound pipeline for Enterprise or large mid market accounts Sequencing expertise with HubSpot, Outreach, SalesLoft, or similar platforms Skilled in research and personalization without slowing down execution Comfortable reaching out to Directors, VPs, and senior operators across industries Clear and confident communication across email, phone, and LinkedIn A data-driven, competitive mindset Resilience, curiosity, and a willingness to experiment Ability to partner closely with AEs while operating independently Experience in SaaS, retail, public safety, or operations tech is a plus We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page). Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best. Competitive salary range 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. Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with Anthem & Metlife. 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. 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. The deadline for applications is 9 January 2026