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Customer Success Manager (US)

Nory· Customer Success
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Hybrid (New York)Full-timePosted 1w ago

About the role

Nory is hiring a US-based Customer Success Manager to own a growing book of SMB and mid-market restaurant customers in a hybrid New York office setting, helping turn pilots into long-term, expanding accounts and shaping US playbooks.

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

Qualifications

  • 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.

Skills

Required:SaaS Customer SuccessNRR managementData-driven decision making

Benefits

  • Meaningful equity with standard 4-year vesting and 1-year cliff
  • 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 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
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Nory

Restaurant Management Software | AI-Powered Operations | Nory

Nory is the all-in-one AI restaurant management system. Reduce food waste by 50%, cut labour costs by 25%, and save 100+ admin hours/month. Book a demo today.

AIAI restaurant management systemAI-powered operationsBIBook a demoHealthcare (Hospitality)InventoryNory
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