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For Companies At a Glance
- Tasks: Manage customer relationships and drive growth using data insights.
- Company: Join Nory, a fast-growing hospitality tech company revolutionising restaurant management.
- Benefits: Competitive salary, flexible working, and opportunities for professional development.
- Why this job: Be part of a mission to transform the hospitality industry and make a real impact.
- Qualifications: 5-8 years in SaaS Customer Success with a passion for customer advocacy.
- Other info: Dynamic team environment with a focus on innovation and career growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
Your responsibilities:
- Manage a portfolio of Mid-market 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
What you'll bring:
SaaS Customer Success experience: You have 5 to 8 years of experience in Customer Success.
Senior Customer Success Manager in England employer: Nory
Contact Detail:
Nory Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality and tech sectors. Attend industry events or webinars where you can meet potential employers or colleagues. Remember, it’s all about who you know!
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your achievements in Customer Success. Use real data to demonstrate how you've driven retention and growth in previous roles. This will make you stand out!
✨Tip Number 3
Prepare for interviews by researching Nory and its impact on the hospitality industry. Be ready to discuss how your experience aligns with their mission to improve operational intelligence. Tailor your answers to show you’re the perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team at Nory!
We think you need these skills to ace Senior Customer Success Manager in England
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share any personal experiences or insights that connect you to the challenges we’re tackling at Nory. We want to see your enthusiasm for making a difference!
Highlight Your Data Skills: Since this role involves using data to drive customer success, make sure to showcase your analytical skills. Mention specific tools or methods you've used in the past to derive insights and how they helped improve customer relationships. We’re all about data-driven decisions!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Senior Customer Success Manager role. Use keywords from the job description to demonstrate that you understand what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Nory!
How to prepare for a job interview at Nory
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NRR (Net Revenue Retention) and how they apply to the hospitality sector. Be ready to discuss how you've used data to drive customer satisfaction and retention in your previous roles.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with customers in the past. Highlight specific instances where you turned a challenging situation into a success story, demonstrating your ability to act as a trusted advisor.
✨Understand Nory's Value Proposition
Familiarise yourself with Nory’s offerings and how they solve common pain points in the hospitality industry. Be prepared to articulate how you can help customers maximise their use of Nory’s platform to improve their operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges a mid-market customer might face and how you would address them, ensuring you demonstrate your proactive approach to customer success.
