Head of Customer Success

Nory•New York, NY

2d•Hybrid

About The Position

Nory is an all-knowing restaurant management system that blends real-time data with AI predictive analytics to give operators control of their margins. The company is scaling fast after a Series B funding round and is looking to hire a Head of Customer Success (AI-First) to build and lead their US customer success function from New York. This role is based in New York City and is hybrid, requiring 2-3 days a week in the NYC hub or onsite with customers. The Head of Customer Success will be the senior CS leader on the ground in the US, working closely with global CS, Product, and Sales teams. This is a unique opportunity to redefine customer success in the age of AI, focusing on building an AI-native CS function that is leaner, faster, and more proactive.

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: already using AI tools and having a point of view on how AI reshapes customer success.
Startup mindset: thriving in fast-paced, high-growth environments, moving quickly, and taking initiative.
Comfortable with ambiguity, multitasking effectively, and staying calm under pressure.
Experience hiring, developing, and leading CS teams.
Commercial and data fluency: comfortable owning revenue metrics (GRR, NRR, expansion) and using data to drive decisions.
Clear and confident communication skills, building strong relationships with stakeholders.
Track record of building and refining scalable processes and SOPs.
Ability to think long-term about impact.

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.
Own strategy, team, tooling, and customer relationships.
Own outcomes & commercial impact, including driving retention & growth (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.
Reimagine the customer success playbook using AI agents and automation for repeatable tasks.
Hire, coach, and develop an AI-first CS team, setting the standard for AI tooling usage.
Instrument the AI-augmented CS operations stack, including health scores, churn prediction, and automated playbooks.
Drive AI adoption among customers and act as a credible advisor to restaurant leadership.
Develop scalable systems, including SOPs, segmentation, and documentation.
Improve cross-functional coordination with Sales, Onboarding, Product, and Support.