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 11 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 worlds 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.

Were also embracing the potential of AI to supercharge our impact—whether thats enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, were 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 Director, Strategic Account Management – North America (known internally as Director, Retail Partnerships), you will play a pivotal role in our growth and success. You will lead a team of Strategic Account Managers (known as Retail Partnership Managers) and oversee the development and execution of strategic account plans to maximize customer satisfaction, retention, and revenue growth. Your primary goal will be to strengthen customer relationships and ensure our customers receive unparalleled value from our platform.

Key responsibilities of this role include, but are not limited to:

Define and build ongoing plans, objectives, and supporting structures to support achieving targets and delivering our strategy in North America.
Recruit and lead a high-performing Retail Partnerships (Strategic Account Management) team, providing guidance, support, and mentorship to help them achieve their goals.
Establish clear performance expectations and metrics for team activities, outcomes, and the use of Salesforce and other technologies.
Develop and implement strategies to drive customer satisfaction, retention, and growth across our North American customer base.
Partner with Sales, Marketing, and Product teams to ensure our customers needs are met and identify growth opportunities.
Monitor and report on key customer metrics and use data-driven insights to inform business decisions and to help identify opportunities for growth and improvement.
Develop and maintain relationships with our key retail partners.
Represent Auror at industry events and conferences, and participate in thought leadership initiatives to help continue building Auror’s reputation in the market.

This role reports to Ruby Arden, VP Customer

As VP Customer at Auror, I lead Account Management and Customer Success across Australia, New Zealand, and North America. Over the past decade, I’ve built and led high-performing teams that deliver customer impact and drive sustainable growth in fast-paced SaaS environments.

I combine commercial acumen with customer empathy - building trust, simplifying the complex, and driving momentum.Outside of work you can find me spending time with friends & family, often walking the beach or at the best eateries across Denver, Auckland, or Melbourne.

About you

Has led an enterprise Account Management team or similar, preferably within the SaaS industry.
People leadership experience, with proven success leading, coaching, and developing a team, with a track record of inclusive leadership and collaboration.
Proven track record in managing and growing large, complex accounts, with a strong ability of achieving sales targets and fostering long-term customer relationships.
Excellent commercial acumen, with a collaborative approach to working cross-functionally, with both internal and external partners
Strong strategic thinking with the ability to design and execute long-term partnership strategies that align with organizational goals and drive sustainable revenue.
Strong analytical skills, able to build and execute strategy around key accounts with a data driven and outcome mindset.
A highly effective communicator, with the ability to influence and negotiate at all levels of an organization, from team members to C-suite executives.
Ability to analyze market trends, competitor activities, and consumer preferences to inform partnership strategies and identify new opportunities.
Comfortable with ambiguity - we operate in a dynamic way which can mean priorities and pace can change accordingly.
Ability to travel up to 30% to meet and collaborate with our customers

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.