Customer Experience Team Manager
•Quince· 16h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $84k-100k🇺🇸 USA
16h ago
Nory·about 24 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.
Now, with demand growing faster than we imagined, and a recent Series B led by Kinnevik, we’re scaling fast. We’ve grown to a team of 85+ across Ireland, the UK, Spain and the US, and we’re just getting started. We’re now hiring a Senior Customer Success Manager to join our Customer Success team.
Please note: This is a London-based role, requiring 2–3 days per week either in our office or onsite with customers in and around London.
You’ll manage a book of Mid-market customers, use data to proactively drive retention and growth, and help build the foundations of a world-class CS function.
If you love customer relationships, get a thrill out of spotting insights in data, and want to be part of building the future of hospitality tech, we’d love to meet you.
Your responsibilities:
Manage a portfolio of 30-50 MM customers across EMEA
Own expansion and renewals for your portfolio - hitting and exceeding NRR goals, driving customer advocacy, satisfaction, and long-term loyalty
Build success plans aligned to your customers strategy, delivering, driving & clearly articulating value, ensuring every one of your customers gets the maximum from Nory
Developing Champions at all levels in your accounts
Act as the primary point of contact for your accounts – quickly resolving issues, ensuring high satisfaction, and maintaining momentum
Build and refine standard operating procedures (SOPs) to help MM customers get the most out of Nory
Monitor customer health and product usage to spot risks and upsell opportunities early
Build scalable processes for onboarding, engagement, renewals, and upsells
SaaS Customer Success experience: You have 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 30+.
Commercial impact (NRR and expansion): You have owned renewals and upsells, consistently met or exceeded NRR targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success.
Customer value driver: You obsess over delivering value for your customers, understanding their strategies, building and delivering aligned success plans, and ensuring value is clearly articulated at every step in the journey.
Champion Development: You work to develop Champions at all levels of your customer organisations
Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
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.
Data-driven decision making: You have strong data literacy, using health scores, CRM insights, and usage metrics to prioritise your efforts and proactively manage risk and growth opportunities.
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 working with hospitality or restaurant clients is preferable
A background in hospitality tech or restaurant operations would be a bonus
📈 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 (dog-friendly and onsite gym)
👏 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.