Retail stores and law enforcement agencies across the world are using Auror to tackle retail crime together. But technology alone doesn't build a network, relationships do. That's the work of Auror's Customer Success (CS) team.
Every customer that joins the Auror Network has a dedicated CS team behind them from day one, responsible for implementation, onboarding, and the ongoing partnership that turns the platform into real outcomes for their stores and communities.
That team is led by Ruby Arden, VP Global Customer Success. She joined Auror in Melbourne in 2018 as Auror’s first hire in Australia, brought on board to lead the implementation and onboarding of Auror’s first customers in the country. She returned to Auckland and expanded her focus across Australia and New Zealand, before relocating to Denver in 2025.
Building Auror’s global CS from the ground up
From Melbourne to Auckland, and now Denver, Ruby has nearly eight years of CS experience at Auror, and built much of the function herself. In her early days at Auror, she was focused on getting customers to early value, forging close relationships, and establishing the processes that still underpin how the CS team operates today.
In February 2026, she took on the global VP role, centralizing CS under one leader for the first time.
“I've watched this team do exceptional work for years. Making it one global function means nothing stays siloed. The best ideas, the strongest partnerships, the biggest wins become everyone's to build on." she says.
For Ruby, great customer success has never just been about response times or check-in cadences. It's about being genuinely embedded in the customer's world, understanding the pressures on the store floor, their teams, and what meaningful progress actually looks like for them.
Ruby's move to Denver reflects where Auror is in its growth journey. With North America representing the largest share of new customer growth, having CS leadership present in that timezone accelerates the team's ability to support customers at the pace the market demands, without compromising the standard of partnership Auror's customers everywhere have come to expect.
The opportunity in North America
Auror has a massive growth opportunity in the Americas, with recent expansion into Latin America and Canada.
Retailers and law enforcement across the region are using Auror to address retail crime collaboratively and at scale. The momentum is clear: 66% growth in new North American customers YoY and thousands of new stores added to the Auror Network in Q4 of FY26. The Auror Network now extends into jewelry and telecoms, two of the highest-theft, highest-impact categories in North America.
That growth reflects the breadth of who is joining the Auror Network:
- A leading beauty retailer in Canada has come on board to strengthen intelligence sharing and store safety.
- A popular southern US grocer has extended its Auror partnership into Mexico, taking connected intelligence across borders.
- A new partnership with a major home improvement retailer marks a significant expansion into a category where organized retail crime has been scaling fast, and where shared intelligence across the network makes a measurable difference.
Ruby works alongside Auror VP of Sales North America Trevor Symons and his team.
Why customer success matters at Auror
Capturing that opportunity requires customers to feel like they’re in a valued partnership with Auror. It also necessitates CS leadership that can scale a global team without sacrificing the high standard of customer partnership and community that Auror is known for.
It’s this delicate balance that ensures every customer, no matter where they are in the world and how long they have partnered with Auror, experiences the same high quality onboarding, support, and outcomes.
“We have a real shot at helping retailers solve the biggest problems around retail crime and store safety today. But that only happens when we can all come together, along with the technology and intel, as a community to work towards a shared mission,” Ruby says.
Building safer stores and stronger communities together
The Auror Network becomes more powerful with every retailer and law enforcement agency that joins it. More connections made via the network mean more intelligence, and more intelligence leads to better outcomes. This means less crime and violence, and safer stores.
Ruby and her team are the reason those relationships in the network endure. From the first onboarding call to the tenth year of partnership, the CS team ensures every customer feels Auror’s full support and commitment to their success against retail crime.
Learn more about how Auror is building safer stores and reducing violent retail crime across North America.