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Nory is an AI-powered restaurant management system that helps hospitality operators improve profitability, reduce carbon footprint, and create better working environments. The company has raised $60M+ (Series B led by Kinnevik) and operates across Ireland, the UK, Spain, and the US, with the US being the fastest-growing market.
As one of the first Customer Success Managers in the US, you will own a growing book of SMB and mid-market restaurant groups. You'll work alongside the US onboarding team to convert new customers and pilots into long-term, expanding accounts. Your responsibilities include:
- Own renewals and expansion across your customer book, hitting and exceeding NRR (Net Revenue Retention) goals
- Build success plans tied to each customer's specific goals and demonstrate measurable value from Nory
- Partner with the onboarding team on pilots and go-lives to ensure customers see value quickly and convert to full rollouts
- Monitor customer health and product usage to identify risks and upsell opportunities early
- Establish clear next steps, owners, and timelines with customers and internal teams, then follow through
- Set realistic expectations with customers and reset them directly when needed
- Serve as the primary point of contact for your accounts, resolving issues quickly and maintaining momentum
- Build and refine playbooks, SOPs, and scalable processes for engagement, renewals, and upsells
- Partner with Sales, Product, and Operations teams as the voice of the customer
As the US team is still early-stage, you'll help shape the playbooks and processes the team runs on. There is room to grow into enterprise accounts as the company lands larger deals.
Compensation includes meaningful equity with standard 4-year vesting and 1-year cliff, 401k with company match up to 4%, 35 days paid time off, private health/dental/vision insurance, 16 weeks paid parental leave for birthing parent (4 weeks for non-birthing parent), $1,000 annual personal development budget plus quarterly book budget, $250 home office workspace budget, and regular travel to London or Dublin for team offsites.
Requirements:
- 4–7 years of SaaS Customer Success experience in B2B SaaS, owning a book of SMB and mid-market customers
- Proven track record owning renewals and upsells with consistent achievement of or exceeding NRR targets
- Ability to build success plans tied to measurable customer outcomes and clearly demonstrate delivered value
- Data-driven decision-making using health scores, usage data, and CRM insights to act on risk and growth opportunities
- Strong stakeholder alignment and expectation-setting skills; comfort saying no or resetting unrealistic asks
- Excellent prioritization and organizational skills to manage a growing book effectively
- Demonstrated ability to build processes and playbooks that make the entire team more effective
Nice to have:
- Experience at a hospitality tech company or with restaurant/hospitality clients
- Experience with products selling to operational stakeholders (finance, people, operations) such as workforce management (WFM)
- Background in multi-site restaurant operations, finance, or accounting before transitioning to tech
