Head of customer success

South Africa

Who We Are

AURA is the world’s leading emergency response marketplace. Our technology platform enables anyone to access the closest vetted private security & medical response unit to their location, anywhere, anytime, using a connected device.

AURA is looking for an experienced Head of Customer Success to join and accelerate AURA’s growth in South Africa.

AURA’s vision is to create a world where everyone is safe. To increase accessibility for allSouth Africans to the AURA service, we partner with South Africa’s biggest brands to provide AURA access to their clients and employees.

Who You Are

As Head of Customer Success you will play a critical role in the long-term success of AURA’s vision. You will take ownership in driving customer success at every AURA customer, specifically:
1. Build the playbooks and adoption strategies required for each type of client, service offering, and distribution type
2. Owning and driving end-user consumer adoption of AURA’s service within each customer
3. Partner with and support each customer to unlock the value of their AURA offering and build long term relationships

This role is ideal for someone who has a proven track record of performance in customer facing roles with a technology bias, particularly within sales or marketing. If you are naturally persuasive, personable, energetic, creative and enjoy iterating to achieve successful strategies, then we want to hear from you!

What You’ll Do:

●Define and deliver customer success and adoption strategies
for each type of customers
● Articulate the value associated with being an AURA customer and
demonstrate the ability to guide these discussions with customers
● Act as an advocate for the customer and their needs by being
the voice of the customer back into AURA
● Develop impactful marketing strategies & activations to generate growth at the end-user level

● Drive and develop meaningful engagement and retention strategies to ensure low end-user churn
● Assess key business challenges, develop high-level strategies for customer success, coordinate delivery, and inspire stakeholders to ensure successful customer outcomes
● Establish trusted adviser relationships with customer executive leaders and key stakeholders so that all of AURA’s activities are closely aligned with the customer’s business goals

● Facilitate, coordinate, inspire, and focus organizational energy across
AURA (e.g. Marketing, Sales, Product, Technologies, Service and other teams) to deliver on the customer success strategy
● Ensure that customers achieve maximum value from their relationship with AURA using a programmatic, measurable approach during each phase of the customer life cycle
● Recommend specific solutions to increase customers value which will improve customer sentiment, move them toward their goals, enhance the customer experience and increase AURA’s revenue opportunity

Required Skills & Experience:

● 5+ years of customer facing experience with a technology bias
(customer success, account management, sales, marketing)
● Proven track record of:
o Effective consumer sales or marketing strategies
o Building, managing, and unblocking relationships
o Turning detractors into advocates, and driving issues to resolution with
great customer satisfaction
o Influence, enthusiasm, and persuasion to positively impact and inspire
customer strategies
o Leading large projects and managing solutions resulting in positive
outcomes for customers and internal stakeholders
o Playbook & process building and optimization

● Enthusiastic and creative leader with the ability to inspire others
● Excellent verbal and written communication skills with the ability to present and debate recommendations at the executive level
● Data-driven decision mentality and sound business judgment through strong analytical thinking
● Stellar problem-solving skills with a get sh*t done mindset and entrepreneurial DNA
● Passionate about creating a world where everyone is safe