Customer Success Lead Denver CO

About Auror

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 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.

You’ll be responsible for:

• Leading, coaching and empowering the customer success team to be successful in their roles
• Assisting the team with designing and delivering engagement plans 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 Retail Partnerships & Sales to understand requirements of future 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 of new product features and providing feedback on new product builds
• Being the escalation point for the customer success team
• Working with Product on understanding customer feature requirements and requests
• Fostering a positive, inclusive team culture and participate 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 Bobby Haskins; VP of Retail Partnerships.

I am a former airline pilot turned retail and asset protection professional, it’s been an amazing career journey! I am currently the Vice President - Retail Partnerships for Auror, I joined the team over two years ago. Prior to joining Auror I spent 10 years with Target Corporation in Store Operations and Assets Protection. I get excited about working with people who love to solve complex problems, are customer focused, and want to help the AP/LP industry innovate. Outside of work I am a new Dad who loves spending time with my family. We are relatively new to Colorado and have quickly fell in love with all the available outdoor activities!