Law Enforcement Customer Success Manager


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

Only considering candidates who are eligible to work in Denver, USA ⚠️

About Auror

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 organized 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 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 the Role

The role of the Law Enforcement Customer Success Manager is to engage, empower, and grow our community of crimefighters - both retailers and law enforcement alike. Your primary responsibility is to ensure law enforcement, who are a crucial part of our community, have great experiences, help retailers achieve real crime reduction, along with harnessing Auror data to make communities safer.

Through being deeply tactical and using relational engagement you’ll empower our Auror law enforcement community by helping them derive value from the platform. You’ll do this by building strong relationships with law enforcement at every level, and understanding and demonstrating the value Auror can bring to both law enforcement and retailers. With support from the Law Enforcement Partnerships team, you will identify areas of opportunity in the platform to upskill and unlock more law enforcement users, enabling law enforcement and retailers to achieve their goals.

You'll be responsible for

  • Building, nurturing, and retaining relationships with law enforcement across North America. Partnering with them to support and accelerate their uptake of Auror
  • Creating and refining onboarding to all new law enforcement sign-ups, ensuring they see value from the start
  • Building engagement plans, with the aim to grow the law enforcement user base across North America, ensuring they embed Auror as part of their day-to-day
  • Identifying law enforcement champions who you can empower and upskill to become Auror champions within their law enforcement force
  • Introducing new initiatives to enhance the law enforcement experience, and further optimising how Auror works with and supports law enforcement
  • Partnering with our customers’ investigations and ORC teams, supporting with investigations, helping them reduce crime and increase safety in their stores
  • Collaborating with our Customer Success team to surface insights, investigation opportunities, wins, and outcomes through the Auror platform, and then sharing these with law enforcement and retailers
  • Bringing your sound knowledge of law enforcement, to be a trusted advisor to our team and to our retail partners
  • Training and presenting to large groups of law enforcement remotely or in person
  • Attending industry meet-ups and events with our team to share insights on the retail crime landscape in North America.
  • Support Organized Retail Crime Association (ORCA) trainings, etc.

This role reports to Rachelle Cockrel, Director Customer Success - North America

I've had the privilege of working in customer-facing and leadership roles across various industries throughout my career. Before Auror, I built and scaled a customer success team. I joined Auror because of its impactful mission, deliberate culture, and exceptional team members-a rare and lucky find! At Auror, we get to solve a meaningful problem for our customers that makes a difference in the world, and that gets me excited to come to work every day. As someone who thrives on mentoring others and providing best-in-class customer support, I'm excited about the opportunity to add new team members who share our values, drive, and mission to make communities safer.

I love spending quality time with my husband and son. I also enjoy being active (walks, hiking, yoga), trying new restaurants, reading, writing, and arts and crafts. You can check out my LinkedIn here.

  • Have worked at or are currently working for a law enforcement agency in the United States. Specific work experience investigating Organized Retail Crime, Crime analysis, Property Crime, or Cyber-Enabled Crime is preferred.
  • Must love building and growing relationships with police and retailers. Undeniably a great ‘People Person’
  • Is able to think strategically and outside of the box to make a positive impact
  • Leverage your experience and understanding of the organizational structures of law enforcement departments, with the goal of making sure we're introducing Auror to the right partners and potential partners
  • Enjoy working as part of a team and building strong working relationships, but can also be self-starting and autonomous as needed
  • Have an interest in the tech industry and have knowledge of the Auror brand and story
  • Have the ability to travel up to 20% in North America

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Aurors 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.

  • Competitive Salary Range: Depending on level of experience $80,000 - $120,000 (IC3)
  • 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 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 United Healthcare & 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 three expert sessions paid for every year.
  • Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
  • 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.
  • Making an impact: You’ll work to solve interesting problems and help us keep communities safe.

Next Steps

If you’re excited about our mission and you have experience and a passion for this role, please hit “Apply” below.

We’re proud that Auror is a place where everyone can learn and grow. So 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 as we’d love to hear from you!

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.

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!

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

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 160 across 12 departments:

  • engineering
  • support
  • education
  • entrepreneurship
  • product management
  • marketing
  • accounting
  • arts and design
  • sales
  • human resources
  • +2 more teams

Desirable Skills and Experience

  • Relationship Building
  • Strategic Thinking
  • Teamwork
  • Autonomy
  • Interest in Tech

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