Customer Success Associate

Job Description

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.

Role Overview:

AURA is seeking a Customer Success Associate 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 background in B2B account management, customer success, and technology-driven solutions.

Key Responsibilities:

Strategic Relationship Management

• Develop and maintain strong, long-term relationships with key stakeholders 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

• 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
• 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 to execute customer success strategies

Performance Monitoring & Reporting

• Maintain regular check-ins and status updates with customers
• Analyse customer data to drive decisions and continuously improve customer satisfaction

Requirements:

• Customer success experience
• Account Management experience 
• Strong communication skills
• Data-driven with strong customer analysis
• Managing and growing key customer accounts
• Drive adoption and retention strategies
• Ability to work independently in a fast-paced environment
• Industry experience in security, technology, or SaaS is advantageous
  

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.