Founding Customer Success Manager

Nory•New York, NY

4d•Hybrid

About The Position

Let’s fix hospitality, for good. Running restaurants in the US is brutal - margins are razor thin, waste is high, and teams are stretched to the limit. But it doesn’t have to be this hard. That’s why we built Nory. Our CEO, Conor, knows the pain first-hand. After founding and scaling Ireland’s first Fried Chicken joint, Mad Egg, he got tired of juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he built the tool he wished he’d had from day one. Nory is the all-knowing restaurant management system. It blends real-time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, stronger margins. And we’re just getting started. Fresh off a Series B led by Kinnevik & Accel, we’ve grown to 70+ people across Ireland, the UK, and Spain - and now we’re bringing Nory to the US. We’re now hiring a Founding Customer Success Manager (US) to join our Customer Success team. Please note: This is a New York-based role, requiring 2–3 days per week either in our office or onsite with customers in and around New York.

Requirements

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.

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

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