Customer Success Manager (US)

Let's fix hospitality, for good. We're on a mission to help the hospitality industry double their profitability, reduce their carbon footprint, and create better working environments for their teams. Our CEO, Conor, founded and scaled Mad Egg, one of the fastest-growing restaurant groups in Ireland. After years of juggling "market-leading" systems, spreadsheets, and paper printouts, he set out to build the solution he wished he'd had from day one: Nory. Nory is an all-knowing restaurant management system. It combines real-time data with AI predictive analytics to help restaurants operate with consistency, certainty and profitability. From food prep to forecasting, Nory puts operators in control of their margins. We've raised $60M+, with our Series B led by Kinnevik, and we have a team across Ireland, the UK, Spain and the US. The US is our fastest-growing market, and we're now hiring a Customer Success Manager to join our New York 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. WHAT YOU'LL DO: You'll be one of the first Customer Success Managers in the US. You'll own a growing book of SMB and mid-market restaurant groups, working alongside our US onboarding team to turn new customers and pilots into long-term, expanding accounts. Your book will grow as more customers complete onboarding. As we land larger accounts, there's room to grow into enterprise. And because the US team is still early, you'll help shape the playbooks the team runs on. If you love customer relationships, get a thrill out of spotting insights in data, and want to help build the future of hospitality tech, we'd love to meet you! Your responsibilities: - Own renewals and expansion across your book, hitting and exceeding NRR goals - Build success plans tied to each customer's goals, and show them the measurable value they get from Nory - Partner with our onboarding team on pilots and go-lives, so customers see value fast and convert to full rollouts - Monitor customer health and product usage to spot risks and upsell opportunities early - Agree clear next steps, owners and timelines with customers and internal teams, and follow through on them - Set realistic expectations with customers, and reset them directly when needed - Act as the primary point of contact for your accounts, resolving issues quickly and keeping momentum - Build and refine playbooks, SOPs and scalable processes for engagement, renewals and upsells - Partner with Sales, Product and Ops as the voice of the customer WHAT YOU'LL BRING: - SaaS Customer Success experience: 4–7 years in Customer Success in B2B SaaS, owning a book of SMB and mid-market customers. - Commercial impact (NRR and expansion): You've owned renewals and upsells and consistently met or exceeded NRR targets. - Customer value driver: You build success plans tied to measurable customer outcomes and can clearly show the value you've delivered. - Data-driven decision making: You use health scores, usage data and CRM insights to act on risk and growth before they land. - Stakeholder alignment and expectation setting: You get clear commitments from customers and internal teams, hold people to them, and aren't afraid to say no or reset an unrealistic ask. - Prioritization and organization: You run your book with a clear system. When things get busy, you know what matters most and stay on top of it. - Drive to build: You've built processes and playbooks that make the whole team more effective, not just yourself. Nice to have - Experience at a hospitality tech company, or with restaurant or hospitality clients and/or experience with a product selling to operational stakeholders (finance, people, operations) i.e. WFM - A background in multi-site restaurant operations, finance or accounting before moving into tech WHAT YOU'LL GET IN RETURN: 📈 Meaningful equity with standard 4-year vesting and 1-year cliff. At Nory everyone is an owner! 📈 401k with company match up to 4% 🌴 35 days paid time off 🏥 Private health, dental, and vision insurance 🍼 16 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, and team offsites 👏 And much more HOW WE WORK: Our vision is to build a better future for the restaurant industry. One where operators are in control, margins are stronger, and frontline teams can build careers they're proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win, together. These are the values we live by: We serve up impact with a side of profit We prioritize work that delivers real financial results for our restaurant partners. We prioritize speed of service We move fast, unblock quickly, and deliver with urgency. We act like owners We own problems, raise the bar, and build better every day. We win as a crew We grow stronger through feedback, collaboration, and shared wins. WE HIRE HUMANS: At Nory, we believe diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. Your individuality matters, and we're committed to creating an inclusive workplace where everyone can thrive.