Senior Customer Success Manager; French Canadian Speaking

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

As our Sr. CSM, you are an experienced and strategic individual contributor whose impact resonates across the team and the wider Customer Success function. Because many of our partners operate bilingually, you will need to be fluent in French Canadian, enabling you to build strong relationships and communicate effectively. You will partner with key stakeholders and focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform.

You will play a key role in solving complex problems, strengthening customer partnerships, and driving best-in-class outcomes. You’ll also influence and uplift those around you, proactively mentoring others, sharing insights, and driving cross-functional collaboration.

Through running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, you will identify new ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

Practically this will involve:

• Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
• Cultivate and maintain high-impact, high-value partnerships with customers aligning strategically with their objectives and Auror's account/engagement plans.
• Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
• Champion customer perspectives internally providing influential feedback and helping shape the product roadmap and equally managing clear expectations with the customer
• Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
• Empowering Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
• Partnering with customers on Change & Process Management
• Analysing and utilising customer data and creating insights to drive better customer outcomes
• Identify and execute on opportunities to deepen stakeholder, champion, and store engagement.
• Ensure full utilisation of Auror’s platform features and modules across your customer base
• Fostering collaboration across retail and law enforcement
• Develop strategies on user engagement for a one:many approach through inbound support requests via in app messenger, phone, and email
• Actively mentor and sponsor others across the Customer Success team—providing feedback and helping elevate team performance.
• Share best practices globally, setting the standard for engagement and excellence

This role reports to Shelby Bowden, Customer Success Lead - North America

With a unique background spanning…