Customer Experience Team Manager
•Quince· 16h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $84k-100k🇺🇸 USA
16h ago
Nory·about 23 hours ago
Let’s fix hospitality, for good.
Hospitality is tough – margins are thin, waste is high, and teams are stretched. 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 Mad Egg in Ireland, he got fed up with juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he set out to build the tool he wished he’d had from day one.
Nory is an 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, healthier margins.
And we’re just getting started. Fresh off a Series B led by Kinnevik, we’ve grown to 80+ people across Ireland, the UK, Spain and New York – and demand is scaling faster than we ever imagined. We're now looking for an Enterprise Onboarding Manager to join our customer success team.
Please note: This is a hybrid role, with time in the office or onsite with customers in and around London required as needed.
You’ll lead onboarding for our key Enterprise customers, leveraging strategy & best practice, as well as a world class approach to project and stakeholder management. Bringing everything together to deliver world class outcomes, minimising time to value & ensuring successful long term adoption for your clients.
You’ll play a key role in defining and iterating on our Enterprise onboarding approach, as well as working closely with our Customer Success, Sales, Product, and Onboarding teams to drive overall improvements and long term success.
Your responsibilities:
Lead Enterprise onboardings: Manage the full customer journey from pre-sales through to rollout, and handover to Customer Success & Support.
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.
Develop scalable playbooks: Formalise SOPs and create documentation that allows us to grow our mid-market onboarding function.
Improve cross-functional coordination: Partner closely with internal teams to streamline handovers, eliminate blockers, and close gaps between Sales and CS.
Voice of the customer: Surface insights that shape our product roadmap and help us better serve our most complex customers.
You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You know how to design and drive successful onboarding programs while continuously improving them.
SaaS Onboarding experience: You have 5 to 8 years of experience in Onboarding within SaaS, working with Enterprise customers.
Hospitality background: Experience working with hospitality or restaurant clients.
Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
Exceptional project management: Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
Customer value driver: You’ll be able to adapt your approach to the customers strategy, offering best practice guidance and ensuring you are setting them up for long term success.
Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency. You take responsibility for solving problems and improving processes, and think long-term about impact.
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.
Nice to have:
Experience with a variety of customer onboarding management tools & methodologies.
Consulting or digital transformation background.
Familiarity with change management at scale.
📈 Meaningful equity, at Nory everyone is an owner!
🌴 35 days of paid leave per year (including bank holidays)
🏥 Comprehensive private health insurance via Axa
🍼 Enhanced parental leave and baby loss support
📚 Learning & development culture – £1000 personal annual budget + quarterly book budget
🖥️ £250 home office workspace budget
🥳 Regular team offsites & socials
📍 Hybrid role with 2-3 days working from our Holborn office
👏 And much more
Our vision is to build a better future for the restaurant industry. One where operators are in control, margins are stronger, and frontline teams can build careers they’re proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win – together.
These are the values we live by:
We serve up impact with a side of profit – We prioritise work that delivers real financial results for our restaurant partners.
We prioritise speed of service – We move fast, unblock quickly, and deliver with urgency.
We act like owners – We own problems, raise the bar, and build better every day.
We win as a crew – We grow stronger through feedback, collaboration, and shared wins.
At Nory, we believe that diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. We do not discriminate based on gender, ethnicity, sexual orientation, religion, family status, age, disability, or race. What matters to us is how you think, how you work, and what you bring to the table. Please let us know if you require any adjustments so you can bring your best self to the interview process.