Head of Customer Success at Nory
- Location
- New York, United States
- Compensation
- Not Disclosed + Equity
You'll build the CS function from scratch, designing operational playbooks for iconic brands and leveraging proprietary ML to drive massive ROI for restaurant operators. This is a high-impact leadership role for a B2B SaaS expert ready to scale a proven model in a new market with backing from world-class investors like Kinnevik and Accel.
What's the next step?
Nory are hiring from Jack's network. Talk to Jack for free and get a direct introduction to the team, if a good fit.
Role overview
As the first US-based Head of Customer Success at Nory, you will spearhead our American expansion. You will build the CS function from scratch, defining onboarding playbooks and health scoring for multi-site operators. Owning NRR and churn, you will scale a high-performing team to help restaurants leverage proprietary AI for unprecedented operational efficiency and ROI.
About Nory
Software · 120 employees
Nory is the AI-native operating system for restaurants, unifying operations, inventory, workforce, payroll and finance in one platform. A crew of AI assistants works 24/7 inside every restaurant, forecasting demand and optimising staffing and stock so operators cut operating costs by nearly 20% and boost net profits by up to 50%. Backed by a $37M Series B led by Kinnevik, with total funding of $62.6M just one year after its Series A (led by Accel), Nory is now rolling out across the US from its new New York headquarters.
What you will do
- Architect the US Customer Success infrastructure, including onboarding flows, QBR processes, health scoring, and renewal motions specifically designed to resonate with American restaurant operators.
- Drive net revenue retention (NRR) and expansion strategies for the US portfolio, acting as a strategic consultant to help multi-site leaders optimize their workforce and inventory through AI.
- Hire, mentor, and scale a localized US CS team while collaborating with the UK-based VP of Customer Success to ensure global alignment and provide product feedback for market-specific needs.
Who this is a fit for
- Proven experience scaling a Customer Success function through a high-growth phase at a B2B SaaS company, preferably within the hospitality, restaurant tech, or vertical SaaS sectors.
- Strong data literacy and comfort with AI-native products, with the specific ability to translate technical forecasting and machine learning models into clear business value and ROI.
- Entrepreneurial builder mindset with a track record of creating processes and teams from scratch, possessing the grit required to win in a new market while owning critical retention metrics.
Why this role is remarkable
- Lead the US market entry for a proven AI-native platform that has already captured 10% of the UK and Ireland market, serving brands like Black Sheep Coffee and Jamie Oliver Group.
- Work with cutting-edge proprietary AI forecasting models boasting 95-97.5% accuracy, translating complex ML capabilities into tangible outcomes and growth stories for large-scale restaurant operators.
- High-impact leadership opportunity with meaningful equity and the autonomy to design a localized CS strategy from the ground up, backed by premier investors like Kinnevik and Accel.
How Jack & Jill work together
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Nory wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.