Head of Customer (US)

Nory • New York, NY

1d • Hybrid

About The Position

Nory is hiring a Head of Customer to lead the end-to-end post-sale customer journey in the US as the company expands into North America. Based in New York City, this leader will own customer outcomes from Closed Won through implementation, go-live, adoption, renewal, and expansion. The role brings implementation and customer success together under one accountable leader, addressing the handoffs between these stages and building the operating model for a new US post-sale function.

The Head of Customer will work with the US team to develop implementation methodology, define handovers, establish metrics such as time-to-live and time-to-value, and grow the organization as the customer book expands. The position is hands-on and AI-first: the leader will design and implement agents and automation across customer health, usage monitoring, risk management, renewal preparation, QBR drafting, implementation administration, readiness checks, and status reporting. The aim is to scale customer outcomes through leverage rather than linear headcount growth.

The role directly leads the US post-sale team, including an onboarding player-manager, and determines future team structure, segmentation, hiring priorities, and the Enterprise post-sale motion. It also partners with US Sales on handovers and customer advocacy, represents the US customer voice to the UK-based Product organization, and stays aligned with UK&I tooling, playbooks, and standards. The position involves close engagement with strategic rollouts, escalations, and customers’ operational and financial stakeholders.

Requirements

• Experience owning both implementation or professional services and customer success for the same customer book, including designing the handover between them.
• Experience building or substantially rebuilding an implementation function for an operationally complex product involving integrations, data migration, multi-site rollout, and change management.
• Experience developing implementation methodology, scoping, governance, and time-to-live measurement.
• Experience owning, forecasting, and improving a retention or expansion metric such as GRR or NRR.
• Experience designing and shipping AI-enabled workflows used in a team's operations, with the ability to explain their impact on throughput, book-per-head, or quality and describe what you personally built.
• Experience directly managing and developing post-sale individual contributors, including supporting at least one person’s transition from individual contributor to leadership.
• Experience operating in B2B SaaS at Series B to Series D, where the post-sale organization changed materially during your tenure.
• Credibility with founders, COOs, CFOs, and Operations Directors, and the ability to discuss operational and financial issues, including during disrupted or delayed rollouts.
• A hands-on approach, including taking escalations, joining customer calls, and building without waiting for additional headcount.

Nice To Haves

• Experience in hospitality, restaurants, retail, multi-site businesses, or field operations, or other exposure to physical operations.
• Experience defining an Enterprise post-sale motion from scratch.

Responsibilities

• Own US customer outcomes across the full post-sale journey, from Closed Won through implementation, go-live, adoption, renewal, and expansion.
• Take accountability for the handoffs and transitions between post-sale stages.
• Own US gross and net revenue retention, including forecasting, review cadence, and account reviews.
• Handle US escalations and personally engage with strategic at-risk accounts.
• Design the implementation methodology for multi-site hospitality operators, including scoping, tiering, resourcing, and governance.
• Define and measure time-to-live and time-to-value, and improve both metrics.
• Stay personally involved in complex and strategic implementation rollouts.
• Design and implement an AI-first post-sale operating model across implementation and customer success, including health scoring, risk flagging, renewal preparation, QBR drafting, project administration, readiness checks, and status reporting.
• Determine which activities should be handled by agents and which require human judgment.
• Scale the customer book through leverage rather than relying first on linear headcount growth.
• Directly lead and coach the US post-sale team, including an onboarding player-manager.
• Design the future team structure, book segmentation and coverage, hiring sequence, and hiring triggers.
• Develop and staff an Enterprise post-sale motion as traction grows.
• Partner with US Sales to improve handover quality and expectation-setting, and generate customer references and advocates.
• Represent US customer feedback to the UK-based Product organization and contribute US expansion and churn reporting to global voice-of-customer efforts.
• Keep tooling, playbooks, and standards aligned with UK&I while maintaining execution speed.

Benefits

• Meaningful equity with standard four-year vesting and a one-year cliff.
• Private health, dental, and vision insurance.
• 401(k) with company match up to 4%.
• 35 days of paid time off, including public holidays.
• 16 weeks of paid parental leave for birthing parents and four weeks for non-birthing parents.
• $1,000 annual personal development budget and a quarterly book budget.
• $250 home office workspace budget.
• Frequent travel to London and Dublin, and regular offsites and social events.

What This Job Offers

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