Customer Education Manager

Auror is a company dedicated to empowering the retail industry to tackle theft and organized retail crime. The Customer Education Manager will own the strategy and delivery of the customer education program, creating role-based learning experiences that enhance platform adoption and reduce training burdens.

Responsibilities:

• Own the strategy and roadmap for Auror’s customer education program, including the selection and implementation of a learning management system (LMS)
• Design and build role-based learning pathways for key user personas — store associates, LP investigators, law enforcement, senior leaders, and system integrators — that reflect how each user actually engages with Auror
• Build contextual learning modules that surface automatically at the right moments: first login, feature unlocks, and new module access — keeping knowledge fresh without friction
• Develop engaging content including interactive modules, video walkthroughs, assessments, and certifications — leveraging AI tools to accelerate scripting, production, and iteration so you can ship more, faster
• Ensure all education content is available in users’ native languages, using AI-assisted translation workflows, and partnering with local teams, to reach every market
• Build dedicated onboarding and upskilling pathways for system integrators, enabling them to confidently plan, build, deploy, and maintain the full Auror setup — hardware and software
• Define and track education metrics — module completion rates, assessment scores, time-to-proficiency, and user satisfaction — and use data to continuously improve content effectiveness
• Work closely with Customer Success to identify training gaps, surface adoption blockers early, and free the CS team to focus on high-value, strategic customer engagement
• Build training materials and workflows specifically for CS teams — helping them understand what’s changing, how to position it to customers, and how to follow the right internal processes
• Own the Help Center roadmap, including content strategy, structure, audit cadence, and continuous improvement
• Partner with Product and Marketing to ensure education content stays current with platform updates, new features, and evolving use cases — using AI to help maintain and refresh materials at pace
• Champion an ‘always on, always relevant’ philosophy, treating education as a continuous journey — not a one-time onboarding event

Requirements:

• You have experience in customer education or a role with meaningful transferable skills — and you have a clear point of view on what prevents customers from getting value from a product
• You communicate clearly and in a way that makes things click — whether that's in a customer call, a training session, or written materials. You know how to explain complex things simply and make them stick
• You are both a builder and a do-er. You can create the strategy and then execute it yourself — producing, recording, editing, and publishing training materials
• You are AI-native. You reach for AI tools instinctively — to draft scripts, generate localised content, analyse engagement data, keep materials current, and find 10x shortcuts others haven't thought of yet. You see AI not as a nice-to-have, but as the thing that makes a team of one have impact like a team of ten
• You think in patterns — you notice what confuses or blocks customers repeatedly and instinctively want to solve for it at scale, not one conversation at a time
• You use data to tell a story. You're comfortable working with adoption metrics, engagement signals, and customer feedback to understand what's working, what isn't, and what to do next
• You understand the customer journey deeply — you know the moments where customers get stuck, lose momentum, or disengage, and you're motivated to fix those moments at source
• You build trust with customers and colleagues alike. You adapt how you communicate based on your audience — whether that's a frontline store associate, an LP investigator, or a senior stakeholder
• You are organised and can manage multiple content workstreams simultaneously without compromising quality
• You are proactive and self-directed. You don't wait to be told what to build — you spot the gap, make the case, and get started