Scaled Customer Success Manager Job at Nory (London)

Scaled Customer Success Manager

Nory

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

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.

Job Responsibility:

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

Requirements:

SaaS Scaled Customer Success experience: 2 to 3 years of experience in Scaled Customer Success within SaaS, working with SMB customers, owning a large portfolio
Commercial impact (Retention): Owned retention, consistently met or exceeded targets, and approach work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success
Data-driven decision making: Strong data literacy, using health scores, CRM insights, and usage metrics to prioritise efforts and proactively manage adoption & risk
Customer value driver: Obsess over delivering value for customers, understanding their world, building and delivering aligned strategies, which ensures value is clearly understood at every step in the journey
Drive to build: 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: Track record of working closely with Marketing, Product, and Operations teams to drive engagement, community development, product enhancements and more
Startup mindset: Thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently
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 we offer:

Meaningful equity
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)

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Nory - All Job Offers

Job Link Share: