Who We Are
Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly to make transportation safer, increasingly accessible, and more reliable and efficient than ever before. 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'll solve massively complex problems alongside other passionate, smart people, growing as an expert while broadening your field of knowledge. For Aurora’s latest news, 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 Director of Customer Success to partner with our VP of Business Development on this exciting journey. As the Director of Customer Success, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our customer base. You will lead a team responsible for both customer support and customer success functions, driving initiatives that enhance customer experience and contribute to revenue growth.
In this role, you will:
- Leadership and Strategy:
- Develop and execute the customer success strategy aligned with company goals to maximize customer retention and expansion.
- Lead, mentor, and inspire a high-performing team of customer success managers and support specialists.
- Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement.
- 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.
- 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.
- Continuously evaluate and improve support processes to enhance efficiency and quality of service delivery.
- Stay updated on industry trends and best practices in customer success and customer support.
Required Qualifications
- 8+ years of experience in similar roles, preferably in Freight or SaaS.
- 5+ years of Management experience.
- Willingness to travel up to 25%.
- Experience working with CRM applications, preferably Salesforce.
- Strong preference for this person to work out of our Dallas, TX offices, relocation is negotiable.
The base salary range for this position is $204K-$327K 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.
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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 [email protected].
For California applicants, information collected and processed as part of your application and any job applications you choose to submit is subject to Aurora’s California Employment Privacy Policy.
To learn more about life at Aurora please visit our company culture page.
Aurora Mountain View, California, USA Office
280 N Bernardo Ave, Mountain View, CA, United States, 94043,
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