Customer Success Specialist, UK

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.

Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers, a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensure our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

About the role

The role of the Customer Success Specialist is to engage, empower, and support our community of crimefighters. You'll work closely with and support our Customer Success Managers to help retailers and police get the most out of the Auror platform, ensuring they see real crime reduction results.

In this role, you'll focus on working directly with store and field loss prevention teams, helping them understand and use Auror in their day-to-day work. You'll run training sessions, support the CSM on new rollouts, and make sure the platform becomes a valuable part of their operations. By building strong relationships and providing hands-on support, you'll help drive adoption and success across some of the UK's largest retailers.

Your responsibilities
There are two parts to the role: 

1. Support - Providing a great customer experience to our user community 

• Deliver an excellent experience for our Auror user community, supporting store teams, field loss prevention, and police users
• Respond to questions via in-app chat, email, and phone, providing timely and practical support
• Maintain data quality in the Auror platform by keeping profiles, comments, and information up to date
• Work with our Engineering team to troubleshoot access or technical issues and keep users connected
• Own key processes that help our users succeed, including guiding them on platform usage and best practices

2. Success - Driving customer outcomes by thinking strategically and proactively

• Support the Customer Success team in driving outcomes for customers through proactive, user-focused engagement
• Keep our Help Center, chatbots, and response materials updated with the latest product releases
• Create helpful resources like best practice guides, Help Center articles, and ongoing training materials for end users
• Review platform usage to identify wins, trends, and opportunities, and share insights with both customers and the team
• Recognise and encourage Auror Champions who can help drive adoption in their stores and regions
• Work closely with the Customer Success and Retail Partnerships teams to share insights and opportunities that contribute to mutual success
• Assist with training sessions, new user setup, and general team support

The role reports to Aaron Koumi, Customer Success Lead - UK

I joined the incredible team at Auror to be part of the global movement empowering retailers and police to prevent and reduce crime in our communities. It's not just a job,  it's meaningful work that makes a real difference. Every day, I see firsthand the positive impact Auror has in helping our retail partners stop crime, protect their teams, and create safer environments for everyone.

Our Customer Success team embodies everything that's great about Auror. They care deeply, bring a high standard of excellence, and never forget to have fun along the way. 

Please feel free to check out my LinkedIn here.

About you

• Previous experience in a customer success or other customer-facing role, with a proven ability to deliver excellent service and results
• Highly proactive in your approach — you anticipate needs, take initiative, and look for ways to add value without being asked
• Strong problem-solving skills and a natural ability to connect with both technology and people — you approach challenges with curiosity and develop clear, structured solutions
• Exceptional communication and active listening skills across all channels — whether in person, over the phone, through chat, video calls, or in written guides and documentation
• A collaborative team player who thrives in a fast-paced, dynamic environment, maintaining a high level of quality and attention to detail in everything you do

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

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate 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.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

• Competitive salary range: Depending on the level of experience, £40,000 - £49,000 (IC2)
• Employee share scheme: You'll own part of a company making a real difference
• Flexibility: We are hard-working and outcome-focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter Work Weeks: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Mental and physical health: We understand the importance of both mental and physical health and have policies in place to support them, including Wellness Days (days that can be taken for any reason, not just when you're sick or unwell.
• Private Medical Insurance: Auror covers the cost of your plan membership with Vitality, where you will also enjoy the benefits of their Vitality Programme for health and wellbeing. 
• Family-friendly: We offer comprehensive parental leave and benefits for both primary and non-primary caregivers.
• Personal development: We support our team in participating in courses, conferences, or events that will help them remain relentless in their pursuit of improvement.
• Team connection: We have regular team lunches and social events, where most (if not all) activities take place 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 the experience and a passion for this role, please hit "Apply".

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 We're proud that Auror is a place where everyone can learn and grow so we'd love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

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.