Job Description

Senior Customer Success Manager

Location: Austin, Texas (Hybrid)

Aurigo is hiring a Senior Customer Success Manager (Sr. CSM) to join our growing North American team. This strategic, senior-level role is focused on driving long-term value, retention, and growth across a portfolio of enterprise public sector customers using Aurigo’s capital planning and project management solutions.

As a Sr. CSM, you will be a trusted advisor and executive liaison, guiding key customers through complex digital transformations. Your leadership will directly impact customer outcomes by driving software adoption, value realization, and long-term partnership success.

About the Role

Aurigo is seeking a seasoned and proactive Senior Customer Success Manager to lead customer engagement initiatives for our high-value clients across government, transportation, water, and infrastructure sectors. You will own strategic accounts, manage executive-level relationships, and align customer goals with Aurigo’s capabilities to deliver measurable impact.

This role requires strong leadership, a customer-first mindset, and a data-driven approach to improving customer experience and ROI.

Key Responsibilities

Strategic Customer Leadership:

• Own and manage a portfolio of strategic enterprise customers, serving as the senior point of contact.
• Develop strong executive relationships and build influence across all levels of client organizations.
• Conduct strategic business reviews (QBRs) with senior stakeholders to assess progress, align objectives, and identify opportunities for growth.

Value Realization & Success Planning:

• Lead the development and execution of tailored Customer Success Plans for each client.
• Drive client success metrics and ensure measurable ROI through adoption and effective solution usage.
• Act as a champion for customer outcomes by aligning internal resources and managing escalations.

Customer Advocacy & Expansion:

• Identify upsell/cross-sell opportunities based on client goals and usage patterns.
• Collaborate with Sales and Product teams to position additional features or services.
• Drive customer advocacy by promoting success stories, facilitating peer engagement, and developing reference accounts.

Risk Mitigation & Retention:

• Proactively identify risks to customer health and develop mitigation strategies.
• Monitor renewal cycles and lead retention efforts with high-risk and high-value customers.

Operational Excellence:

• Analyze customer data to inform strategy, identify usage trends, and improve overall customer experience.
• Track and report on KPIs including adoption, NPS, CSAT, and renewal health.
• Facilitate internal and external stakeholder communication through executive-level reporting and insights.

Enablement & Collaboration:

• Lead high-impact enablement initiatives including onboarding, training, and customer workshops.
• Collaborate cross-functionally with Project Management, Product, Marketing, and Support teams to ensure a seamless and unified client experience.

Qualifications & Experience

• 6+ years of experience in Customer Success, Account Management, or Strategic Consulting within an enterprise SaaS environment.
• Demonstrated success managing large-scale public sector or complex enterprise accounts.
• Proven track record in building executive relationships, driving product adoption, and increasing customer lifetime value.
• Expertise in Salesforce, Power BI, Pendo, and other analytics or customer engagement platforms.
• Strong understanding of public sector operations and procurement is preferred.
• Exceptional communication, presentation, and problem-solving skills.
• Bachelor’s degree in Business, Technology, Public Administration, or a related field.

Why Join Aurigo?

• Play a key leadership role in transforming how public agencies plan and deliver critical infrastructure.
• Influence product direction and customer strategy in a fast-growing, mission-driven company.
• Join a team recognized as a Great Place to Work three years in a row.
• Enjoy a flexible, collaborative work environment with global teams and real-world impact.
• Lead strategic initiatives that deliver value to communities across North America.

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