Customer Activation Lead Full Time

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 a Customer Activation Lead (PL3), you will lead Auror’s Customer Activation function in North America, owning the strategy, team performance, and continuous improvement of how customers are activated across pilots, implementations, and onboarding. You will manage and develop a team of Customer Activation Managers, and hybrid CAMs/CSMs, ensuring the function operates at a consistently high standard as Auror scales.

This role sits at the intersection of people leadership and operational excellence. You’ll set the activation playbook, coach your team to deliver repeatable results, and act as a senior partner to Sales, the Customer Success Engagement team, and Product in shaping how activation works at Auror. Success is measured by time-to-value, team performance, and the quality and scalability of the activation motion, not just individual account outcomes. You’ll connect the team to the “why” behind decisions, keeping them aligned and motivated through change, and proactively adapt plans as business priorities evolve.

Practically this will involve:

• Lead, coach, and develop a team of Customer Activation Managers, setting clear expectations, providing regular feedback, and supporting career growth. Foster a culture of curiosity, reflection, and self-awareness, building adaptive leaders who thrive through change
• Own the overall performance of the activation function, ensuring the team is acting as a great partner to sales, owning implementation success rates, time-to-value, and adoption metrics across the team’s portfolio
• Define and continuously improve the activation playbook for Auror — pilot frameworks, onboarding templates, success criteria, and handoff processes — so the team operates with consistency and rigour at scale. Translate patterns from across the portfolio into clearer guidance and stronger interventions, raising the capability of the whole function
• Actively explore how AI can accelerate playbook development, surface portfolio risks, and reduce manual work across the activation function
• Maintain visibility across all active pilots and implementations, tracking health status, risks, and outcomes and intervening where needed to keep engagements on track.
• Act as a senior escalation point for complex accounts, at-risk pilots, or stakeholder misalignment, helping the team navigate and resolve blockers with confidence
• Translate team and customer insights into process improvements, feeding learnings back into how activation is designed and executed across Auror
• Partner closely with Sales, CS Engagement, and Product to align on activation strategy, improve cross-functional handoffs, and ensure the team has the resources and context to succeed
• Represent the activation function in cross-functional forums, contributing to go-to-market planning, product feedback loops, and decisions about how the function scales
• Support hiring, onboarding, and development of team members as the activation function grows
• In some instances, lead hybrid Customer Activation Managers and Customer Success Managers, in cases where a hybrid role is required. As part of this, you are responsible for ensuring CSMs successfully complete their engagement activities including Business Reviews and strategic engagement planning.

This role reports to Ruby Arden, VP, Global Customer Success.

As the VP of Customer at Auror, I lead the Account Management and Customer Success team in North America. With a career spanning SaaS scale-ups like Vend and Timely, I bring over a decade of experience building high-performing teams that drive customer impact and long-term growth. I combine commercial acumen with a strong customer lens — building trust, driving momentum, and helping teams execute with focus. You can connect with me on Linkedin.

Requirements

About you

You are a dependable executor who balances urgency with quality, owns outcomes, and collaborates effectively across teams.

• You have experience delivering pilots, implementations, and onboarding in enterprise SaaS, retail, or data-driven environments
• You operate independently on clear priorities, managing timelines, dependencies, and risks with minimal oversight
• You communicate confidently with customers, explaining product value, outcomes, and ROI in clear, practical terms
• You coach customers and users to embed new ways of working
• You’re passionate about AI and actively look for ways to use it to work smarter; whether that’s drafting, analysis, customer prep, or identifying patterns across your portfolio
• You identify blockers to adoption and address them early
• You use data and AI to surface insights that help customers make decisions and adopt the platform effectively
• You build trust with customer stakeholders across roles and adapt your communication to different audiences
• You are organised, detail-oriented, and comfortable managing multiple workstreams at once
• You balance short-term delivery with longer-term thinking, proactively adapting team plans when priorities shift without losing sight of outcomes that matter
• You are proactive, growth-minded, and partners effectively with cross-functional leaders across Customer Success and Sales, fostering alignment and have a solutions-first mindset

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.

Benefits

• Competitive salary range: Depending on level of experience, between $105,000 – $130,000 (PL3)
• Annual bonus: Eligibility for a USD $5,000 bonus at the end of the financial year if we’ve hit our revenue goals together
• 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 (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 USD for expert sessions every year
• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife.
• Family-friendly: We offer comprehensive paid parental leave – 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours

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.