Nory · 2 days ago
Founding Customer Success Manager
New York, NY
Full-time
Hybrid
Senior Level
5+ years expNory is a restaurant management system aiming to revolutionize the hospitality industry with AI-driven insights. They are seeking a Founding Customer Success Manager to lead customer onboarding and success as they expand into the US market.
Artificial Intelligence (AI)HospitalityInformation TechnologyRestaurants
Responsibilities
Lead onboarding: Manage the full customer journey from pre-sales through to rollout
Ensure successful adoption: Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success
Deliver world class projects: Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience
Manage a portfolio of 40-60 SMB & MM customers across US
Own expansion and renewals for your portfolio - hitting and exceeding NRR goals, driving customer advocacy, satisfaction, and long-term loyalty
Build success plans aligned to your customers strategy, delivering, driving & clearly articulating value, ensuring every one of your customers gets the maximum from Nory
Developing Champions at all levels in your accounts
Act as the primary point of contact for your accounts – quickly resolving issues, ensuring high satisfaction, and maintaining momentum
Build and refine standard operating procedures (SOPs) to help your customers get the most out of Nory
Monitor customer health and product usage to spot risks and upsell opportunities early
Build scalable processes for onboarding, engagement, renewals, and upsells
Partner with Product and Ops to be the voice of the customer and drive improvements
Qualification
Required
Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently. You are comfortable with ambiguous environments, multitask effectively, and remain calm under pressure
SaaS Customer Success experience: You have 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 50+
Hospitality background: Experience working with hospitality or restaurant clients
Exceptional project management: Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes
Commercial impact (NRR and expansion): You have owned renewals and upsells, consistently met or exceeded NRR targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success
Customer value driver: You obsess over delivering value for your customers, understanding their strategies, building and delivering aligned success plans, and ensuring value is clearly articulated at every step in the journey
Champion Development: You work to develop Champions at all levels of your customer organisations
Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor
Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency. You take responsibility for solving problems and improving processes, and think long-term about impact
Data-driven decision making: You have strong data literacy, using health scores, CRM insights, and usage metrics to prioritise your efforts and proactively manage risk and growth opportunities
Benefits
Competitive salary range
Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner!
Private health, dental, and vision insurance
401k with company match up to 4%
20 days paid time off, plus public holidays
12 weeks paid parental leave for birthing parent, and 4 weeks of paid leave for non-birthing parent
$1,000 annual personal development budget + quarterly book budget
$250 home office workspace budget
Frequent travel to London and Dublin and regular offsites & socials
And much more
Company
Nory
Nory is the all-knowing restaurant management system that learns the behind the scenes of your business.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$62.28MKey Investors
KinnevikAccelNDRC
2025-09-15Series B· $36.63M
2024-05-22Series A· $15.93M
2023-05-17Seed· $7.59M
Leadership Team
Conor Sheridan
Founder & CEO
Recent News
2026-01-16
Silicon Republic
2025-11-27
Think Business
2025-11-19
Company data provided by crunchbase