Senior Enterprise Customer Success Manager

Overview

In this role, you partner with senior and executive stakeholders to ensure customers realize real crime-reduction outcomes from the Auror platform. You design engagement strategies for high-impact accounts, guide organizational change, and align product adoption with long-term goals. You act as a multiplier across the Customer Success team, coaching others and driving scalable improvements. You help Auror scale customer impact at global levels and represent customer success both internally and externally. This is a mission-driven role at a tech-for-good company accelerating AI-enabled insights in retail security.

Pay / Benefits

• Competitive salary 65,000 – 75,000
• Annual bonus up to 4,125
• 29 days annual leave plus public holidays
• Employee share scheme
• Wellness days (10 per year)
• Private medical insurance with Vitality

Responsibilities

• Build and execute engagement strategies that drive adoption and measurable outcomes
• Lead change management to secure stakeholder buy-in and long-term value
• Own end-to-end product implementations with strong project management
• Ensure full value from Auror platform and close gaps in utilization
• Turn customer data into clear stories demonstrating impact across all levels
• Partner with Retail Partnership Managers to strengthen enterprise relationships and unlock growth opportunities
• Surface insights from customer data to inform product roadmap and outcomes
• Develop one-to-one and scalable engagement strategies and plan account approaches
• Provide strategic account planning, anticipating risks and opportunities
• Foster collaboration between retailers and law enforcement for shared outcomes
• Identify champions at all levels to sustain relationships beyond individual contacts
• Mentor teammates, share best practices, and raise the bar for the team
• Champion operational improvements to lift capability, consistency, and ways of working
• Represent CS in internal and external contexts and guide engagement at scale

Key requirements

• Track record in Customer Success or Enterprise Account/Relationship Management with complex, high-value accounts
• Ability to influence senior stakeholders including C-suite and multi-department buying groups
• Experience managing growth, renewal, and expansion cycles with awareness of ARR, churn risk, and account health
• Data-driven mindset translating insights into actionable plans
• Creative storyteller turning data into compelling value narratives
• Change management and large-scale rollout experience across sites or stakeholders
• Clear communicator managing expectations and difficult conversations
• Strong commercial acumen discussing value, ROI, and business outcomes
• Willingness to travel regularly
• Empathetic, inclusive, resilient with strong relationship-building skills
• Self-starter capable of handling complex accounts with minimal ramp-up
• Team player who can also work independently
• Alignment with Auror guiding principles

• Data-driven storytelling
• Change management
• Strategic stakeholder management
• Data interpretation and storytelling from customer data
• Project management for end-to-end implementations
• Strategic account planning and risk/opportunity signaling

…