Manager, Customer Success – Activations

Role Overview

• 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.

Requirements

• 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.

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.