Associate Manager, Customer Success

Who We Are Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly.

The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone.

At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. For the latest news from Aurora, visit aurora.tech or follow us on LinkedIn.

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all.

We are looking for a Customer Success Manager to partner with our Head of Customer Success on this exciting journey. As the Customer Success Manager, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our customer base. You will join a team responsible for establishing best in class customer success functions, driving initiatives that enhance customer experience and contribute to revenue growth.

In this role, you will

• Leadership and Strategy:

• Assist with executing the customer success strategy aligned with company goals to maximize customer retention and expansion.
• Build account plans that demonstrate the strategy for growing existing business and capturing customer feedback.
• Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement.
• Establish the roadmap for growing the Customer Success team to help meet our commercial goals.

• Customer Engagement:

• Oversee customer onboarding, training, and implementation processes to ensure successful adoption of our product.
• Develop and maintain strong relationships with key stakeholders, advocating for customer needs internally while driving customer advocacy and loyalty.
• Implement scalable processes and tools to monitor customer health and proactively address issues with the Customer Support team.
• Frequent check-ins and QBRs with key stakeholders within our customer-base.

• Revenue Growth:

• Collaborate closely with Sales and Marketing teams to identify opportunities for expansion within the existing customer base.
• Drive initiatives to increase upsell, cross-sell, and renewal rates through data-driven insights and strategic initiatives.

• Operational Excellence:

• Establish and monitor KPIs and metrics to measure the Customer Success team’s performance and overall customer satisfaction.
• Create and facilitate surveys and voice-of-customer activities to establish a feedback loop with the product and engineering teams.
• Stay updated on industry trends and best practices in customer success.

Required Qualifications

• 5+ years of experience in similar roles in Freight or SaaS.
• 3+ years of Management experience.
• Willingness to travel up to 25%.
• Experience working with CRM applications, preferably Salesforce.
• High proficiency in analytics, executive presentations, and problem solving.
• Strong project management skills.
• Required to work out of our Dallas, TX office three times per week; relocation is negotiable.

The base salary for this position is $104,000 - $166,000 per year. Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits.

#Mid-Senior

Working at Aurora At Aurora, we bring together extraordinarily talented and experienced people united by the strength of our values. We operate with integrity, set outrageous goals, and build a culture where we win together — all without any jerks. Our Careers page provides insight into what it is like to work at Aurora, and you can find all the latest updates in our Newsroom.

Commitment to inclusion Aurora considers candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law. Aurora considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at careersiteaccommodations@aurora.tech.

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