Customer Success Specialist


We work 4.5 day weeks - every Friday afternoon is off!

Posted 4 weeks ago

Only considering candidates eligible to work in London, UK ⚠️

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

The role of the Customer Success Specialist is to engage, empower, and excite our community of crimefighters. As a Customer Success Specialist, your primary responsibility is to ensure both retailers and police, who make up our crimefighter community, have great experiences and achieve real crime reduction outcomes from using our platform.

Through being deeply tactical and using relational engagement you’ll empower our Auror user community to help them derive value from the platform. You do this by building strong relationships with Field Loss Prevention teams and Loss Prevention leaders, understanding the value Auror can bring to our customers. You will be rolling Auror out across the UK’s largest retailers, running platform training, embedding Auror within their business, and ensuring they are achieving real outcomes and success.

Your Responsibilities

  • Building and nurturing relationships with store teams and Loss Prevention leaders, partnering with them to support their uptake and success of Auror
  • Identifying areas of opportunity to ensure our customers are engaged with Auror, contributing to the creation of engagement plans, ultimately helping them reduce crime and increase safety in their stores
  • Reviewing customer usage in the platform, understanding how they are utilising the platform, surfacing wins & outcomes, then effectively communicating this back to the customer
  • Training and presenting to large groups of users, stakeholders, and police remotely or in-person

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

As one of our Customer Success Specialists, you will have the following skills:

  • Previous experience in customer success/customer-facing roles.
  • 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).

What are the benefits like?

  • Competitive salary range: Depending on level of experience of £32,500 - £47,500 (IC2)
  • Employee share scheme: You’ll own part of a company making a real difference!
  • Flexibility: We are hard-working and outcome-focused, but recognize there is more to life than work. We promote a healthy work/life blend.
  • Shorter Working Week: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
  • Mental and physical health: We understand how vital both mental and physical health is, and have policies to support that, including Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell).
  • Private Health Care  (Medical): Auror automatically enrols you into our private healthcare plan with Vitality.
  • Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers.
  • Personal development: We support our team to participate in courses, conferences, or events that will help them be relentless about improvement.
  • Team socials: We have regular team lunches and social events where most (if not all) activities are during work hours.
  • Making an impact: You’ll work to solve interesting problems and help us keep communities safe.

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates 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.

Get in touch:

If you’re excited about our mission and have experience and a passion for this role, please hit Apply, and we’ll be in touch shortly.

Auror is the platform for retailers focused on preventing crime, reducing loss, and making stores safer.

Working Week

We work 4.5 day weeks - every Friday afternoon is off!

Our Vacation Policy

4 weeks PTO plus public holidays

Remote Working Policy

We are flexible with work location. Work from our office in New Zealand or remotely.

  • New Zealand
  • USA
  • Australia
  • UK

Company Benefits

  • Private Health Care (location dependant)
  • Flexible working hours
  • Comprehensive parental leave
  • Employee share scheme
  • Equipment allowance

Our Team

We're a team of 190 across 15 departments:

  • engineering
  • support
  • education
  • operations
  • entrepreneurship
  • product management
  • data science
  • +8 more teams

Desirable Skills and Experience

  • Customer success
  • Problem-solving
  • Communication
  • Team player
  • Collaboration
  • Active listening

View more Customer Support jobs

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