Customer Success Manager (US)

Nory • New York, NY

2d • Hybrid

About The Position

Nory is on a mission to help the hospitality industry double their profitability, reduce their carbon footprint, and create better working environments for their teams. Nory is an all-knowing restaurant management system that combines real-time data with AI predictive analytics to help restaurants operate with consistency, certainty and profitability. The company has raised over $60M, with its Series B led by Kinnevik, and has a team across Ireland, the UK, Spain and the US. The US is its fastest-growing market, and they are hiring a Customer Success Manager to join their New York team. This is a New York-based role, requiring 2–3 days per week either in the office or onsite with customers in and around New York.

Requirements

• SaaS Customer Success experience: 4–7 years in Customer Success in B2B SaaS, owning a book of SMB and mid-market customers.
• Commercial impact (NRR and expansion): You've owned renewals and upsells and consistently met or exceeded NRR targets.
• Customer value driver: You build success plans tied to measurable customer outcomes and can clearly show the value you've delivered.
• Data-driven decision making: You use health scores, usage data and CRM insights to act on risk and growth before they land.
• Stakeholder alignment and expectation setting: You get clear commitments from customers and internal teams, hold people to them, and aren't afraid to say no or reset an unrealistic ask.
• Prioritization and organization: You run your book with a clear system. When things get busy, you know what matters most and stay on top of it.
• Drive to build: You've built processes and playbooks that make the whole team more effective, not just yourself.

Nice To Haves

• Experience at a hospitality tech company, or with restaurant or hospitality clients and/or experience with a product selling to operational stakeholders (finance, people, operations) i.e. WFM
• A background in multi-site restaurant operations, finance or accounting before moving into tech

Responsibilities

• Own renewals and expansion across your book, hitting and exceeding NRR goals
• Build success plans tied to each customer's goals, and show them the measurable value they get from Nory
• Partner with our onboarding team on pilots and go-lives, so customers see value fast and convert to full rollouts
• Monitor customer health and product usage to spot risks and upsell opportunities early
• Agree clear next steps, owners and timelines with customers and internal teams, and follow through on them
• Set realistic expectations with customers, and reset them directly when needed
• Act as the primary point of contact for your accounts, resolving issues quickly and keeping momentum
• Build and refine playbooks, SOPs and scalable processes for engagement, renewals and upsells
• Partner with Sales, Product and Ops as the voice of the customer

Benefits

• 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, and vision insurance
• 16 weeks paid parental leave for birthing parent, 4 weeks of paid leave for non-birthing parent and baby loss support
• $1,000 annual personal development budget + quarterly book budget
• $250 home office workspace budget
• Regular travel to London or Dublin, and team offsites

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed