Jess Atmore is an Auror Customer Success Lead in Australia, heading up a high-performing and passionate Customer Success team based in Melbourne. In this article, Jess shares with us her road to leadership, why vulnerability is important to her, and how navigating her own mental health journey inspired her leadership approach.

Talk us through your role as a Customer Success Lead. What does this encompass? ‍

As a Customer Success Lead, I strategically support our Australian retail partners throughout their entire experience with us. This is combined with coaching and empowering a team of three, but extends to our entire Melbourne-based Customer Success team. It’s fast-paced, versatile and a highly collaborative environment. I am often switching from people leadership to supporting delivering on objectives for our customers. My mission is to create a genuinely open, be yourself, can-do, environment so we can get the very best out of those working towards the important mission of reducing retail crime and theft, and helping to build a safer community.

Can you share more about your pathway to leadership and what motivated you to move into this role?‍

Over the last nine years, I have worked in customer facing roles from New Business, Account Management and Customer Success for leading tech companies in Australia, New Zealand and the UK. Throughout this journey, I have been able to apply my passion for delivering the best customer experience and overtime, found myself gravitating towards leadership and mentorship. 

Over the years, I’ve consciously focused on leading by sharing the skills I’ve developed. I draw energy from supporting others in their growth and helping them succeed. I find purpose within collaboration, creativity and the personal growth of others. As a true empath, I believe that trust, even through difficult conversations, is the key to empowering people to do their best work.

What is the legacy you want to be known for as a leader? ‍

I want to be known as a human being who has her own flaws, but is always striving to do better. I truly believe that I can lead with impact while embracing vulnerability. It doesn’t have to be one or the other. I want to be known as a leader who listens, thoughtfully considers different perspectives, asks insightful questions, and fosters a positive, solutions-based approach.

Having navigated my own mental health journey at 21 and witnessing its impact on friends and family, this deeply influences how I lead. I aspire to be the kind of leader who is always available for vulnerable conversations, even when they’re difficult. I want others to know that I understand, that there’s always more options and support is available.‍

What are some practical ways a manager can support their team in the discussions of wellbeing?

As a leader, people look to you for guidance, support, recognition and that you back them. 

I think a starting point for any manager is to encourage open conversations about wellbeing and I weave these into the 1:1s I have with my team.

At Auror, we know that wellbeing is so important to ensure people can do their best work and be their best selves. As such, we provide ten Wellness Days a year, and these can be utilised for anything that supports someone's wellbeing. We don't make a distinction between mental and physical health. In addition, we also provide three paid expert sessions a year. These expert sessions can include coaching, therapy or anything that supports general wellbeing.

Looking to work within a high performance and high care culture? View our open roles here.