Nory

Founding Customer Success Manager

Nory

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • Manage the full customer journey from pre-sales through to rollout.
  • Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.
  • 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.
  • 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

  • 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 50+.
  • Experience working with hospitality or restaurant clients.
  • Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
  • You have owned renewals and upsells, consistently met or exceeded NRR targets.
  • You obsess over delivering value for your customers, understanding their strategies, building and delivering aligned success plans.
  • You work to develop Champions at all levels of your customer organisations
  • You communicate clearly and confidently, building strong relationships with stakeholders at all levels.
Benefits
  • Competitive salary range
  • Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner!
  • 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
  • And much more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey managementproject managementstakeholder managementportfolio managementcustomer advocacysuccess plans developmentSOPs creationcustomer health monitoringonboarding processesupselling strategies
Soft Skills
communicationrelationship buildingproblem solvingcross-functional coordinationcustomer value deliverystrategic understandingteam collaborationtime managementcustomer satisfaction focusleadership