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For Companies At a Glance
- Tasks: Lead strategies to enhance customer success and drive platform adoption for SMB clients.
- Company: Join Nory, a pioneering restaurant management system transforming hospitality.
- Benefits: Enjoy meaningful equity, 35 days paid leave, and a £1000 annual learning budget.
- Why this job: Make a real impact in the hospitality industry while growing your career.
- Qualifications: 2-3 years in SaaS Customer Success with strong data literacy and a customer-first mindset.
- Other info: Dynamic startup environment with opportunities for personal and professional 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. That’s why we built Nory, an all-knowing restaurant management system that blends real-time data with AI predictive analytics to help operators control margins from food prep to forecasting. The result: thriving restaurants, better jobs, less waste, healthier margins. We’re scaling fast and hiring a Scaled Customer Success Manager to join our Customer Success team. This is a London-based role, requiring 2–3 days per week 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 extract maximum value from Nory without the need for 1:1 management.
- You’ll use data to identify, build, execute & iterate on your strategies, proactively drive platform adoption, value realisation and retention.
- You’ll be a key part of building the foundations of a world-class CS function.
- If you enjoy spotting insights in data and building scaled strategies (triggered communications, training academies, knowledge bases, communities, webinars, and more) you could be a great fit for our team and the future of hospitality tech.
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 enabling the delivery of your strategies, ensuring every customer 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.
What You’ll Bring
- SaaS Scaled Customer Success experience: 2–3 years in Scaled Customer Success within SaaS, working with SMB customers and owning a large portfolio.
- Commercial impact (Retention): Ownership of retention, meeting or exceeding targets with a customer-first mindset.
- Data-driven decision making: Strong data literacy using health scores, CRM insights, and usage metrics to prioritise adoption & risk management.
- Customer value driver: Ability to deliver measurable value for customers and ensure it is understood at every step.
- Drive to build: Experience creating scalable processes & systems that improve customer experience (triggered comms, training academies, knowledge bases, communities, webinars, etc.).
- Partner mindset: History of working with Marketing, Product, and Operations to drive engagement and product improvements.
- Startup mindset: Comfort with fast-paced, ambiguous environments; able to multitask and stay calm under pressure.
Nice to have
- Experience with hospitality or restaurant clients is preferable.
- Background in hospitality tech or restaurant operations is a bonus.
What You’ll Get In Return
- 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.
How We Work
- Our vision is to build a better future for the restaurant industry. We move fast, stay focused, and hold ourselves to a high bar. These values guide how we work, grow, and win – together.
- We serve up impact with a side of profit – deliver real financial results for restaurant partners.
- We prioritise speed of service – move fast, unblock quickly, and deliver with urgency.
- We act like owners – own problems, raise the bar, and build better every day.
- We win as a crew – grow stronger through feedback, collaboration, and shared wins.
- We hire humans. We welcome applicants from all backgrounds and identities. We do not discriminate based on gender, ethnicity, sexual orientation, religion, family status, age, disability, or race. Please let us know if you require any adjustments to bring your best self to the interview process.
Scaled Customer Success Manager employer: Nory
Contact Detail:
Nory Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scaled Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality tech space, especially those who work at Nory or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your data skills! Prepare to discuss how you've used data to drive customer success in past roles. Bring examples of strategies you've implemented that led to retention and satisfaction – this is key for a Scaled Customer Success Manager.
✨Tip Number 3
Be ready to demonstrate your startup mindset. Nory is all about speed and agility, so share experiences where you thrived in fast-paced environments. Highlight your ability to multitask and stay calm under pressure – it’s a must!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Nory team and making a difference in the hospitality industry.
We think you need these skills to ace Scaled Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Scaled Customer Success Manager role. Highlight your SaaS experience and how you've driven customer retention in previous roles. We want to see how you can bring value to Nory!
Show Off Your Data Skills: Since this role is all about using data to drive strategies, don’t forget to showcase your data literacy. Mention specific metrics or tools you've used to monitor customer health and how you've leveraged that data to improve customer experiences.
Demonstrate Your Partner Mindset: We love collaboration! Share examples of how you've worked with marketing, product, or operations teams in the past. Show us how you’ve built relationships to enhance customer engagement and drive improvements.
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 keen on joining our team at Nory!
How to prepare for a job interview at Nory
✨Know Your Data
As a Scaled Customer Success Manager, you'll be using data to drive decisions. Brush up on your data literacy skills and be ready to discuss how you've used metrics in past roles to improve customer retention and satisfaction.
✨Showcase Your Process Building Skills
Prepare examples of scalable processes you've implemented in previous positions. Whether it's training academies or knowledge bases, be ready to explain how these initiatives improved customer experience and engagement.
✨Understand the Hospitality Landscape
Familiarise yourself with the challenges facing the hospitality industry, especially around margins and waste. Showing that you understand these pain points will demonstrate your commitment to helping Nory's customers thrive.
✨Collaborative Mindset
Highlight your experience working cross-functionally with teams like Marketing and Product. Be prepared to discuss how collaboration has led to successful outcomes in your previous roles, as this is key for driving engagement and product improvements.
