Head of Customer Success

About the role

This is not a traditional Head of Customer Success role. We're looking for a leader who treats AI as the operating model for customer success – not a bolt-on. You'll own retention, adoption, and expansion across our growing Global customer base, and you'll build a CS function that is AI-native from day one: leaner, faster, and more proactive than a headcount-heavy team could ever be.

You'll be equal parts operator, builder, and coach. You'll design the playbooks, wire up the AI tooling that runs behind them, hire and develop the team, and stay close enough to our most strategic customers to know exactly where value is being won or lost. If you're excited about redefining what customer success looks like in the age of agentic AI, this is your table.

What you'll be doing

• Own outcomes & commercial impact
• Drive retention & growth: Own gross and net revenue retention (GRR/NRR) for the book, reduce churn, and grow expansion revenue through adoption and account growth.
• Own the customer lifecycle: Take accountability for the customer journey through adoption, renewal, and expansion, ensuring customers realise measurable value from Nory.
• Be the voice of the customer: Surface insights that shape our product roadmap and help us serve all segments of our customer base.
• Build an AI-native CS function
• Reimagine the playbook: Design a customer success model where AI agents and automation handle the repeatable work – health scoring, usage monitoring, renewal prep, QBR drafting, risk flagging – so your team spends its time where humans matter most.
• Hire & upskill an AI-first team: Recruit, coach, and develop a team that works AI-first by default. Set the bar for how CSMs use AI tooling to manage larger books with higher quality.
• Instrument everything: Stand up the AI-augmented CS operations stack – health scores, churn prediction, automated playbooks, and reporting – so decisions are driven by data, not gut feel.
• Champion Nory's AI product
• Drive AI adoption: Build deep fluency in Nory's agentic AI and lead customers to adopt and trust our AI features, translating capability into operator outcomes.
• Be a credible operator's advisor: Act as a trusted advisor to restaurant leadership, helping them run better with AI in the loop.
• Scale the function
• Develop scalable systems: Formalise SOPs, segmentation, and documentation that let us grow the CS function efficiently as we scale.
• Improve cross-functional coordination: Partner closely with Sales, Onboarding, Product and Support to streamline handovers, close gaps, and eliminate blockers across the customer journey.

What you'll bring

• CS leadership experience: Multi-year experience leading customer success in a B2B SaaS environment, with a track record of owning retention and expansion and managing complex, high-value accounts.
• AI-first mindset: You already use AI tools in your own work and have a point of view on how AI reshapes customer success. You're excited to build a function around it, not just experiment at the edges.
• Startup mindset: You thrive in fast-paced, high-growth environments, move quickly, and take initiative to maintain momentum. You're comfortable with ambiguity, multitask effectively, and stay calm under pressure.
• Team builder & coach: You've hired, developed, and led CS teams, and you know how to raise the bar on performance and ways of working.
• Commercial & data fluency: You're comfortable owning revenue metrics (GRR, NRR, expansion) and using data to drive decisions and prioritise your team's effort.
• Communication & stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at every level and acting as a trusted advisor to customer executives.
• Drive to build: You have a track record of building and refining scalable processes and SOPs that improve customer experience and internal efficiency, and you think long-term about impact.

Nice to have

• 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.

Benefits

• Meaningful equity – at Nory, everyone is an owner!
• Generous paid leave
• Comprehensive private health insurance
• Enhanced parental leave and baby loss support
• Learning & development culture – personal annual budget + quarterly book budget
• Home office workspace budget
• Regular team offsites & socials
• And much more