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Nory is an AI-powered restaurant management system that helps operators control margins through real-time data and predictive analytics. Founded by Conor (ex-Mad Egg), the company recently closed a Series B led by Kinnevik and is scaling rapidly across Ireland, UK, Spain, and the US with 110+ employees.
You'll lead Nory's US customer success function from New York, reporting into the global CS leadership. This is a hybrid role (2–3 days/week in the NYC hub or onsite with customers), and you'll work closely with global CS, Product, and Sales teams.
This is not a traditional Head of CS role. You'll build an AI-native customer success function where AI agents and automation handle repeatable work—health scoring, usage monitoring, renewal prep, QBR drafting, risk flagging—freeing your team to focus on high-impact customer relationships and strategic accounts.
Your core responsibilities:
**Own Outcomes & Commercial Impact:** Drive gross and net revenue retention (GRR/NRR), reduce churn, and grow expansion revenue through adoption and account growth. Take accountability for the full customer lifecycle—adoption, renewal, expansion—ensuring customers realize measurable value. Surface customer insights that shape the product roadmap.
**Build an AI-Native CS Function:** Reimagine the CS playbook around AI agents and automation. Hire and develop a team that works AI-first by default, setting the bar for how CSMs use AI tooling to manage larger books with higher quality. Stand up the AI-augmented CS operations stack—health scores, churn prediction, automated playbooks, data-driven reporting.
**Champion Nory's AI Product:** Build deep fluency in Nory's agentic AI and lead customers to adopt and trust AI features. Act as a trusted advisor to restaurant operators, helping them run better with AI in the loop.
**Scale the Function:** Formalize SOPs, segmentation, and documentation for efficient growth. Partner closely with Sales, Onboarding, Product, and Support to streamline handovers and eliminate blockers.
You bring multi-year B2B SaaS CS leadership experience with a track record of owning retention, expansion, and complex high-value accounts. You already use AI tools in your own work and have a point of view on how AI reshapes customer success. You thrive in fast-paced, high-growth environments, move quickly, and take initiative. You've hired and developed CS teams, raising the bar on performance. You're comfortable owning revenue metrics and using data to drive decisions. You communicate clearly, build strong stakeholder relationships, and have a track record of building scalable processes that improve customer experience and internal efficiency. Restaurant or hospitality industry experience is a nice-to-have.
