Founding Customer Success Manager

Let’s fix hospitality, for good.

Running restaurants in the US is brutal - margins are razor thin, waste is high, and teams are stretched to the limit. But it doesn’t have to be this hard. That’s why we built Nory.

Our CEO, Conor, knows the pain first-hand. After founding and scaling Ireland’s first Fried Chicken joint, Mad Egg, he got tired of juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he built the tool he wished he’d had from day one.

Nory is the all-knowing restaurant management system. It blends real-time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, stronger margins.

And we’re just getting started. Fresh off a Series B led by Kinnevik & Accel, we’ve grown to 70+ people across Ireland, the UK, and Spain - and now we’re bringing Nory to the US.

We’re now hiring a Founding Customer Success Manager (US) to join our Customer Success 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.

You’ll be the first boots on the ground in Nory’s US expansion, initially leading all things customer, from Onboarding right through to Customer Success and Support.

As we scale, the team will grow around you, and your role will focus on a book of SMB & Mid-market customers, use data to proactively drive retention and growth, and help build the foundations of a world-class CS function.

If you love customer relationships, get a thrill out of spotting insights in data, and want to be part of building the future of hospitality tech, we’d love to meet you.

This will involve, initially:

• Lead onboarding
  :
  Manage the full customer journey from pre-sales through to rollout.

• Ensure successful adoption: Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.

• Deliver world class projects: Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.

And over time:

• Manage a portfolio of 40-60 SMB & MM customers across US

• Own expansion and renewals for your portfolio - hitting and exceeding NRR goals, driving customer advocacy, satisfaction, and long-term loyalty

• Build success plans aligned to your customers strategy, delivering, driving & clearly articulating value, ensuring every one of your customers gets the maximum from Nory

• Developing Champions at all levels in your accounts

• Act as the primary point of contact for your accounts – quickly resolving issues, ensuring high satisfaction, and maintaining momentum

• Build and refine standard operating procedures (SOPs) to help your customers get the most out of Nory

• Monitor customer health and product usage to spot risks and upsell opportunities early

• Build scalable processes for onboarding, engagement, renewals, and upsells

• Partner with Product and Ops to be the voice of the customer and drive improvements

What you’ll bring:

• 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 Customer Success experience: You have 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 50+.

• Hospitality background: Experience working with hospitality or restaurant clients.

• Exceptional project management
  :
  Able to manage multiple work streams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.

• Commercial impact (NRR and expansion): You have owned renewals and upsells, consistently met or exceeded NRR targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term…