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.
Head of Customer Success at Nory
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.
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Location
New York, United States
Compensation
Not Disclosed + Equity
Company
Nory
Role overview
Software
Nory is an AI-powered restaurant management platform that unifies operations, inventory, workforce, payroll, and finance into a single system. It leverages real-time data and predictive analytics to forecast demand, optimize staffing and stock, reduce costs, waste, and increase profitability for independent, franchise, and enterprise restaurant groups in the hospitality sector.
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
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
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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.