Customer Success Manager (US)

About the role

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.

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

Requirements

• 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.

Qualifications

• 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. WFMA background in multi-site restaurant operations, finance or accounting before moving into tech.

Benefits

• 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

Schedule

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.