Customer Success Executive

About AURA

AURA is the world's leading emergency response marketplace. AURA is a technology platform which enables anyone to access the closest vetted private security & medical response unit to their location, anywhere, anytime, using a connected device.

AURA has been in the UK market for three years and in this time, we have grown the customer base to include nearly 100 clients, covering more than 150,000 sites across all corners of the UK. We have a team of nine people in the UK, working largely remotely, with one to two days a week in the London office. 

Role Overview:

AURA is seeking a Customer Success Executive to strengthen and grow key B2B relationships, ensuring that our customers and their end users receive exceptional service experience. This role is ideal for a dynamic, customer-focused professional with a strong background in B2B account management, customer success, and technology-driven solutions.

If you thrive in a fast-paced environment, excel at building long-term partnerships, and have a proven ability to drive customer engagement and adoption, we want to hear from you.

Key Responsibilities:

Strategic Relationship Management

• Develop and maintain strong, long-term relationships with key stakeholders and senior management within customer organisations
• Act as the primary point of contact, ensuring seamless communication and resolution of customer queries
• Advocate for customers by understanding their needs and providing feedback to internal teams to enhance products and services

Customer Growth & Retention

• Define, implement, and optimise customer success playbooks and adoption strategies tailored to different customer segments
• Drive customer expansion by identifying upselling and cross-sell opportunities to increase revenue for both AURA and its partners
• Develop and execute initiatives that contribute to end-user growth in collaboration with customers

Onboarding & Implementation

• Manage the onboarding of new customers, coordinating with cross-functional teams to ensure smooth integration and adherence to timelines
• Provide training and guidance to customers on AURA's solutions, enabling effective adoption across their business units

Cross-functional Collaboration

• Work closely with internal teams, including Marketing, Sales, Product, Technology, and Core Operations—to execute customer success strategies
• Share insights with the Tech team regarding potential product enhancements based on customer feedback
• Partner with Operations to uphold and improve service quality

Performance Monitoring & Reporting

• Maintain regular check-ins and status updates with customers, ensuring key metrics and adoption targets are met
• Analyse customer data to drive strategic decisions and continuously improve customer satisfaction

Skills & Knowledge:

• A tertiary degree in Business, Marketing, or a related field
• Strong presentation & communication skills
• Ability to negotiate and engage at an executive level
• Data-driven with strong customer analysis and strategic solution skills
• Managing and growing key customer accounts
• Drive adoption and retention strategies
• Lead strategic customer initiatives
• Ability to work independently in a fast-paced environment
• Industry experience in security, technology, or SaaS is advantageous

Remuneration:

•  Salary: £28,000 - £33,000

Why Join AURA?

Work with an innovative team dedicated to making a real impact on safety and security. Be part of a fast-growing company with opportunities for career advancement.

Enjoy a dynamic work environment where your contributions shape the future of emergency response solutions.

If you are a strategic, results-driven professional passionate about customer success, we encourage you to apply and join us in creating a safer world.