Head of Customer Success

Nory•New York, NY

22h•Hybrid

About The Position

Nory is seeking a Head of Customer Success (AI-First) to establish and lead their US customer success operations from New York City. This role is hybrid, requiring 2-3 days per week in their NYC hub or onsite with customers. The Head of Customer Success will be the senior CS leader in the US, collaborating with global CS, Product, and Sales teams. This is a unique opportunity to redefine customer success by treating AI as the core operating model, rather than an add-on. The role involves owning retention, adoption, and expansion for a growing global customer base, and building an AI-native CS function that is lean, proactive, and efficient. The ideal candidate will be an operator, builder, and coach, responsible for designing playbooks, integrating AI tooling, hiring and developing a team, and maintaining close relationships with strategic customers.

Requirements

Multi-year experience leading customer success in a B2B SaaS environment.
Track record of owning retention and expansion and managing complex, high-value accounts.
AI-first mindset: experience using AI tools and a clear perspective on how AI reshapes customer success.
Startup mindset: thrives in fast-paced, high-growth environments, moves quickly, takes initiative, comfortable with ambiguity, multitasks effectively, and stays calm under pressure.
Experience hiring, developing, and leading CS teams.
Comfortable owning revenue metrics (GRR, NRR, expansion) and using data to drive decisions.
Clear and confident communication skills, with the ability to build strong stakeholder relationships.
Track record of building and refining scalable processes and SOPs.

Nice To Haves

Hospitality or restaurant industry experience.
Experience scaling a CS function across markets.
Familiarity with modern CS tooling and AI/automation platforms (health scoring, workflow automation, LLM-based tooling).
Consulting, change management, or digital transformation background.

Responsibilities

Own the health, retention, and growth of Nory’s customers.
Build an AI-first CS function that scales faster than headcount.
Drive retention and growth, owning gross and net revenue retention (GRR/NRR), reducing churn, and growing expansion revenue.
Own the customer lifecycle through adoption, renewal, and expansion, ensuring customers realize measurable value.
Act as the voice of the customer, surfacing insights to shape the product roadmap.
Design a customer success model where AI agents and automation handle repeatable tasks like health scoring, usage monitoring, renewal prep, QBR drafting, and risk flagging.
Hire, coach, and develop an AI-first team, setting standards for CSMs using AI tooling.
Implement an AI-augmented CS operations stack, including health scores, churn prediction, automated playbooks, and reporting.
Drive AI adoption among customers, building fluency in Nory’s AI features and translating capabilities into operator outcomes.
Act as a trusted advisor to restaurant leadership, helping them improve operations with AI.
Develop scalable systems, including formalizing SOPs, segmentation, and documentation for efficient CS function growth.
Improve cross-functional coordination by partnering with Sales, Onboarding, Product, and Support to streamline handovers and eliminate blockers.