Manager, Customer Success

About Aurigo

Aurigo is an AI-native capital program management platform trusted by over 300 customers managing more than $450 billion in capital programs across North America. With over 40,000 projects delivered, Aurigo helps organizations in transportation, water and utilities, healthcare, higher education, and government plan, build, and manage infrastructure with confidence. Recognized as one of the
Top 25 AI Companies of 2024
and a
Great Place to Work
for three consecutive years, we leverage artificial intelligence to create smarter, more connected outcomes. At Aurigo, we don’t just build software—we help shape the future of infrastructure.

Role Overview

Aurigo is expanding its Customer Success leadership to support a growing portfolio of enterprise and public-sector customers. This role owns the health, retention, and growth of Aurigo’s customer base, while leading and developing a team of Customer Success Managers.

This is a senior, player-coach role combining hands-on customer engagement with people management, strategic planning, and cross-functional leadership. The Manager, Customer Success carries significant ownership over renewal outcomes, expansion pipeline, and team performance—and is central to Aurigo’s ability to deliver long-term value to customers managing billions in capital programs.

Why This Role Matters

Enterprise and public-sector customers demand a higher bar for partnership—strategically, operationally, and commercially. Success requires leaders who understand complex stakeholder environments, SaaS adoption dynamics, and how to drive meaningful outcomes at scale. This role will lead and elevate Aurigo’s Customer Success function.

Key Responsibilities

Team & People Leadership

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance, customer-first culture
• Establish team-level goals, KPIs, and accountability frameworks aligned to company retention and growth targets
• Build scalable CS playbooks, onboarding frameworks, and internal guidance for consistent customer engagement
• Manage resource allocation across the portfolio to ensure appropriate coverage by account complexity and revenue tier

Customer Ownership & Relationship Management

• Maintain executive-level relationships across a portfolio of strategic accounts, serving as an escalation point and senior partner
• Partner with customers to develop and execute success plans that drive adoption, ROI, and long-term satisfaction
• Lead and oversee executive business reviews and customer operations meetings, ensuring strategic alignment and proactive communication

Retention & Growth

• Own renewal forecasting and outcomes across the CS portfolio, maintaining high net revenue retention
• Identify and advance upsell and cross-sell opportunities in collaboration with Sales and Product teams
• Proactively identify at-risk accounts and lead mitigation strategies to protect retention rates

Data, Reporting & Business Partnership

• Leverage usage data, health scores, and KPIs to drive team priorities and individual account strategies
• Provide clear, regular reporting to senior leadership on customer health, churn risk, and expansion opportunity
• Act as a trusted partner to Sales, Product, and Marketing—serving as the voice of the customer and translating feedback into actionable input
• Collaborate with Product on training and enablement programs that increase customer proficiency and platform adoption

Experience & Profile

Required

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role within enterprise SaaS
• 2+ years of experience managing or leading a Customer Success team
• Proven track record of owning renewal outcomes and driving net revenue retention in complex, high-value account portfolios
• Strong analytical skills with demonstrated ability to leverage data to inform strategy and team decision-making
• Ability to navigate complex customer situations with diplomacy, sound judgment, and leadership presence

Preferred

• Experience in infrastructure, capital programs, government, or public-sector software
• Familiarity with customer success platforms such as Gainsight, Salesforce, or Zendesk
• Experience building or scaling CS team processes, playbooks, and health scoring frameworks

Education

• Bachelor’s degree required
• Advanced degree or relevant certifications (e.g., Gainsight Certified, PMP) a plus

Aurigo Software Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.