Onboarding Manager (US)

Nory • New York, NY

1d • Hybrid

About The Position

Nory is seeking an Onboarding Manager to join their team in New York. This role is crucial for fixing the hospitality industry by providing an all-knowing restaurant management system that blends real-time data with AI predictive analytics. Nory aims to give operators control of their margins, leading to thriving restaurants, better jobs, less waste, and stronger margins. The company has recently secured Series B funding and is expanding its team to over 100 people across Ireland, the UK, and Spain, with a significant focus on entering the US market.

Requirements

• You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You’re looking to build your onboarding career inside a fast-moving, early-stage team.
• 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 onboarding experience: You have 2 to 4 years of experience in Onboarding, Implementation, or Customer Success within SaaS, ideally working with SMB customers.
• Communication skills: You communicate clearly and confidently, building trust with customers and stakeholders quickly.
• Strong project management: Able to juggle a high volume of onboardings at once, stay organised, and keep every customer moving toward go-live.
• Customer value driver: You adapt your approach to each customer, offering best practice guidance and setting them up for long-term success.
• Coachable and process-driven: You’re energised by following a proven playbook well, while still spotting opportunities to improve it as you go.

Nice To Haves

• Hospitality background: Experience working with hospitality or restaurant clients is a strong plus.

Responsibilities

• Own SMB onboardings: Manage the full onboarding journey for SMB customers, from handover post-sale through go-live and transition to Customer Success & Support.
• Drive fast time to value: Run a high volume of onboardings in parallel, keeping projects on track and customers moving toward go-live without sacrificing quality.
• Ensure successful adoption: Understand each customer’s goals, educate on best practice, and set them up to get long-term value from Nory.
• Follow and improve the playbook: Use Nory’s SMB onboarding playbooks and SOPs consistently, and feed back real-world learnings to help evolve them as the team grows.
• Coordinate cross-functionally: Partner closely with Sales, Customer Success, and Support to keep handovers smooth and remove blockers for customers.
• Voice of the customer: Surface SMB customer insights and common pain points to help shape our product and onboarding process.
• Use AI to drive efficiency: Actively experiment with AI tools to streamline onboarding tasks, cut manual work, and speed up time to value, then share what works so it can be adopted across the wider onboarding function.

Benefits

• Competitive salary range
• Meaningful equity with standard 4-year vesting and 1-year cliff
• 401k with company match up to 4%
• 20 days paid time off, plus public holidays
• Private health, dental, and vision insurance with 100% employee cover and 50% dependent cover
• 12 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, or for team offsites

What This Job Offers

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