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Senior Customer Success Manager

Nory

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

You’ll manage a book of Mid-market customers, use data to proactively drive retention and growth, and help build the foundations of a world-class CS function. If you love customer relationships, get a thrill out of spotting insights in data, and want to be part of building the future of hospitality tech, we’d love to meet you.

Job Responsibility:

  • Manage a portfolio of 30-50 MM 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

Requirements:

  • 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 30+
  • Commercial impact (NRR and expansion): Owned renewals and upsells, consistently met or exceeded NRR targets, with a strong customer-first mindset
  • Customer value driver: Obsess over delivering value for customers, understanding their strategies, building and delivering aligned success plans, and 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 and 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
  • Startup mindset: Thrive in fast-paced, early-stage environments, move quickly, take initiative, 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
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