Scaled Customer Success Manager in England

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 Scaled 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.

What you'll be doing

• You'll lead the build out of our Scaled Customer Success strategies, processes and systems, ensuring that our SMB customers are able to extract the maximum value from Nory without the need for 1:1 management.
• You'll use data to identify, build, execute & iterate on your strategies, ensuring you proactively drive platform adoption, value realisation and retention.
• You'll be a key part of the team helping build the foundations of a world-class CS function.

If you get a thrill out of spotting insights in data, building scaled strategies, such as triggered comms, training academies, knowledge bases, communities, webinars, and more, and want to be part of building the future of hospitality tech, we'd love to meet you.

Your responsibilities

• Own our Scaled SMB customers globally; ensuring retention at scale.
• Use data to build & execute strategies; drive platform adoption, value realisation, customer advocacy, satisfaction, and long-term loyalty.
• Implement scalable processes & systems which enable the delivery of your strategies, ensuring every one of your customers gets the maximum from Nory.
• Monitor portfolio health and product usage to spot risks and enable proactive intervention.
• Partner closely with Marketing to drive engagement at scale, developing communities & Champions across the portfolio.
• Partner closely with Product and Operations to be the voice of the customer and drive improvements which complement your approach, ensuring customers understand the value they are getting.

What you'll bring

• SaaS Scaled Customer Success experience: You have 2 to 3 years of experience in Scaled Customer Success within SaaS, working with SMB customers, owning a large portfolio.
• Commercial impact (Retention): You have owned retention, consistently met or exceeded targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success.
• Data-driven decision making: You have strong data literacy, using health scores, CRM insights, and usage metrics to prioritise your efforts and proactively manage adoption & risk.
• Customer value driver: You obsess over delivering value for your customers, understanding their world, building and delivering aligned strategies, which ensures value is clearly understood at every step in the journey.
• Drive to build: You have experience building and refining scalable processes & systems that improve customer experience, for example: triggered comms, training academies, knowledge bases, communities, webinars, and more.
• Partner mindset: You have a track record of working closely with Marketing, Product, and Operations teams to drive engagement, community development, product enhancements and more.
• 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.

What you'll get in return:

• Meaningful equity, at Nory everyone is an owner.
• 35 days of paid leave per year.