Senior Onboarding Manager (Mid-Market) in London

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 Onboarding Manager (Mid-Market) 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 onboarding for our key mid-market customers, leveraging strategy & best practice, as well as a world class approach to project and stakeholder management.
• You’ll play a key role in defining and iterating on our mid-market 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 mid-market 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.

What you’ll bring:

• SaaS Onboarding experience: You have 5 to 8 years of experience in Onboarding within SaaS, working with MM 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.
• Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently.

Nice to have:

• Experience with a variety of customer onboarding management tools & methodologies.
• Consulting or digital transformation background.
• Familiarity with change management at scale.

What you’ll get in return:

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