Founding Customer Success Manager Job at Nory (New York)

Founding Customer Success Manager

Nory

Location:
United States , New York

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

You’ll be the first boots on the ground in Nory’s US expansion, initially leading all things customer, from Onboarding right through to Customer Success and Support. As we scale, the team will grow around you, and your role will focus on a book of SMB & Mid-market customers, use data to proactively drive retention and growth, and help build the foundations of a world-class CS function.

Job Responsibility:

Lead onboarding: Manage the full customer journey from pre-sales through to rollout
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
Manage a portfolio of 40-60 SMB & MM customers across US
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 your 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
Partner with Product and Ops to be the voice of the customer and drive improvements

Requirements:

Startup mindset: thrive in fast-paced, early-stage environments, move quickly, take initiative, comfortable with ambiguous environments, multitask effectively, remain calm under pressure
SaaS Customer Success experience: 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 50+
Hospitality background: experience working with hospitality or restaurant clients
Exceptional project management: able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes
Commercial impact (NRR and expansion): owned renewals and upsells, consistently met or exceeded NRR targets, customer-first mindset
Customer value driver: obsess over delivering value for customers, understanding their strategies, building and delivering aligned success plans, ensuring value is clearly articulated
Champion Development: work to develop Champions at all levels of customer organisations
Communication and stakeholder management: communicate clearly and confidently, building strong relationships with stakeholders at all levels, acting as a trusted advisor
Drive to build: experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency
Data-driven decision making: strong data literacy, using health scores, CRM insights, and usage metrics to prioritise efforts and proactively manage risk and growth opportunities

What we offer:

Competitive salary range
Meaningful equity with standard 4-year vesting and 1-year cliff
Private health, dental, and vision insurance
401k with company match up to 4%
20 days paid time off, plus public holidays
12 weeks paid parental leave for birthing parent, and 4 weeks of paid leave for non-birthing parent
$1,000 annual personal development budget + quarterly book budget
$250 home office workspace budget
Frequent travel to London and Dublin and regular offsites & socials

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Nory - All Job Offers

Job Link Share:

Founding Customer Success Manager

Nory

Location:
United States , New York

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 21, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Founding Customer Success Manager

Customer Success Manager

Customer Success Manager

Customer Success Manager

Sales and Customer Service Manager

Founding Enterprise Customer Success Manager

Founding Customer Success Manager, APAC

Founding Value Consultant