SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Nory is an AI-powered restaurant management system that helps operators control margins through real-time data and predictive analytics. Fresh off Series B funding from Kinnevik and Accel, the company is expanding into North America and seeking a Head of Customer to own the entire post-sale journey for US customers.
You will take single accountability for the US customer lifecycle from Closed Won through implementation, go-live, adoption, renewal, and expansion. This is a greenfield opportunity: the US post-sale function does not yet exist, and you'll design the operating model, implementation methodology, handover processes, and organizational structure from scratch.
Key responsibilities include:
**Own the end-to-end US customer journey:** Single owner accountability for US customer outcomes and commercial metrics (gross and net revenue retention). You'll own the forecast, review cadence, and account reviews. Serve as first and last line for US escalations and strategic at-risk accounts, solving problems locally.
**Build and run implementation:** Design the implementation methodology for multi-site hospitality operators, including scoping, tiering, resourcing, and governance. Address integrations, data migration, phased rollout, and change management for operators on thin margins. Define and measure time-to-live and time-to-value, then improve both. Be personally involved in complex and strategic rollouts.
**Build the AI-first operating model:** Design and implement an AI-first post-sale stack covering health scoring, risk flagging, renewal prep, QBR drafting, project administration, and readiness checks. You'll decide what agents handle versus what stays human. Make leverage—not hiring—your first answer to scale. There is no existing CS Ops, PS Ops, or enablement function; you'll wire this yourself.
**Build and coach the team:** Directly manage the US post-sale team from day one, including an onboarding player-manager. Design the organizational structure as the book grows. Determine team segmentation, hiring order, and triggers for each hire. Build the Enterprise motion as traction lands.
**Work across the business:** Own handover quality and expectation-setting with US Sales. Feed customer references and advocates back into the growth flywheel. Carry the voice of the US customer to the UK-based Product organization. Run feedback loops and churn reporting that feed global voice-of-customer. Keep tooling, playbooks, and standards aligned across regions without slowing US execution.
You'll work 2–3 days per week in the NYC hub or onsite with customers.
**Requirements:**
- You've owned both implementation/professional services and customer success for the same book and designed the handover between them (not just managed it by meeting).
- Real implementation complexity: you've built or substantially rebuilt an implementation function for an operationally complex product (integrations, data migration, multi-site rollout, change management). You understand methodology, scoping, governance, and time-to-live measurement.
- You've carried a retention or expansion number (GRR/NRR) and can explain what you did and what didn't work.
- You've built AI into how a team actually works—not a tool you bought or a pilot you ran, but workflows you designed and shipped. You can walk through what you personally built and its impact on throughput, book-per-head, or quality.
- You've managed and developed post-sale individual contributors directly, including taking at least one person through the step from IC into leadership.
- You've operated at Series B to Series D stage in B2B SaaS, where the post-sale organization looked materially different when you left than when you arrived.
- Operator credibility: you're comfortable in front of founders, COOs, CFOs, and Ops Directors, framing conversations in operational and financial terms—including mid-rollout when sites are disrupted and timelines slip.
- Hands-on by instinct: you take escalations, join customer calls, and don't wait for headcount before building.
**Nice to have:**
- Hospitality, restaurant, retail, multi-site, or field operations exposure.
- Experience defining an Enterprise post-sale motion from scratch.
