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Head of Customer (US)

Nory· Customer Success
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Hybrid (New York)Full-timePosted 5d ago

About the role

Head of Customer to own the entire post-sale journey in the US, building and leading the end-to-end post-sales function from implementation through adoption, renewal and expansion in a hybrid NYC-based role.

Responsibilities

  • Take single accountability for US customer outcomes from Closed Won through implementation, go-live, adoption, renewal and expansion - and for the seams between each stage
  • Own US gross and net revenue retention, with forecast, review cadence and account reviews
  • Take US escalations and strategic at-risk accounts personally to ensure timely local resolution
  • Design the implementation methodology for multi-site hospitality operators (scope, tiering, resourcing, governance)
  • Instrument delivery by defining and measuring time-to-live and time-to-value
  • Be closely involved in complex and strategic rollout
  • Wire and stand up the AI-first post-sale stack across the journey (health scoring, risk flagging, renewal prep, QBR drafting, project admin, readiness checks)
  • Decide what humans handle vs. what AI handles and how to scale without linear headcount growth
  • Build and directly manage the US post-sale team, including onboarding and potential org design decisions
  • Partner with US Sales to ensure smooth handover and feed insights into growth flywheel
  • Represent the US customer voice to UK-based Product and align tooling and standards with UK&I to stay aligned

Qualifications

  • Owned both halves of post-sale lifecycle (implementation/professional services and customer success) for the same book
  • Experience rebuilding or building an implementation function for operationally complex products (integrations, data migration, multi-site rollout, change management)
  • Forecasted and moved GRR/NRR with measurable outcomes
  • Built AI into team workflows and delivery (not just a pilot or tool)
  • Managed and developed post-sale ICs, including advancing at least one person to leadership
  • Operated at B2B SaaS Series B–D stage, with post-sale org changes evident on departure
  • Credible in executive discussions with founders, COOs, CFOs, and Ops Directors around operational/financial terms
  • Hands-on approach with escalations and customer interactions without waiting for headcount
  • Hospitality/restaurant/retail or multi-site operations exposure (nice to have)
  • Experience defining an Enterprise post-sale motion from scratch (nice to have)

Skills

Required:End-to-end post-sale ownershipImplementation design for multi-site operatorsAI-first operating model

Benefits

  • Meaningful equity with standard 4-year vesting and 1-year cliff
  • Private health, dental, and vision insurance
  • 401k with company match up to 4%
  • 35 days paid time off including public holidays
  • 16 weeks paid parental leave for birthing parent and 4 weeks for non-birthing parent
  • $1,000 annual personal development budget + quarterly book budget
  • $250 home office workspace budget
  • Frequent travel to London and Dublin and regular offsites & socials
Last updated Oct 21, 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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