--- title: 'Customer Success Manager (US) at Nory' canonical: 'https://feeny.ai/job/customer-success-manager-us-nory-new-york-e12n95cjs4rz' type: 'job' last_seen: '2026-10-18' --- # Customer Success Manager (US) at Nory - **Company:** Nory - **Location:** New York, NY - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-12 - **Last confirmed live:** 2026-10-18 - **Apply:** https://jobs.ashbyhq.com/nory/02a6e997-c2fb-4072-ac70-0c5962d0ee61 ## Job description Let's fix hospitality, for good. We're on a mission to help the hospitality industry double their profitability, reduce their carbon footprint, and create better working environments for their teams. Our CEO, Conor, founded and scaled Mad Egg, one of the fastest-growing restaurant groups in Ireland. After years of juggling "market-leading" systems, spreadsheets, and paper printouts, he set out to build the solution he wished he'd had from day one: Nory. Nory is an all-knowing restaurant management system. It combines real-time data with AI predictive analytics to help restaurants operate with consistency, certainty and profitability. From food prep to forecasting, Nory puts operators in control of their margins. We've raised $60M+, with our Series B led by Kinnevik, and we have a team across Ireland, the UK, Spain and the US. The US is our fastest-growing market, and we're now hiring a Customer Success Manager to join our New York team. Please note: This is a New York-based role, requiring 2–3 days per week either in our office or onsite with customers in and around New York. What you'll do: You'll be one of the first Customer Success Managers in the US. You'll own a growing book of SMB and mid-market restaurant groups, working alongside our US onboarding team to turn new customers and pilots into long-term, expanding accounts. Your book will grow as more customers complete onboarding. As we land larger accounts, there's room to grow into enterprise. And because the US team is still early, you'll help shape the playbooks the team runs on. If you love customer relationships, get a thrill out of spotting insights in data, and want to help build the future of hospitality tech, we'd love to meet you! Your responsibilities: - Own renewals and expansion across your book, hitting and exceeding NRR goals - Build success plans tied to each customer's goals, and show them the measurable value they get from Nory - Partner with our onboarding team on pilots and go-lives, so customers see value fast and convert to full rollouts - Monitor customer health and product usage to spot risks and upsell opportunities early - Agree clear next steps, owners and timelines with customers and internal teams, and follow through on them - Set realistic expectations with customers, and reset them directly when needed - Act as the primary point of contact for your accounts, resolving issues quickly and keeping momentum - Build and refine playbooks, SOPs and scalable processes for engagement, renewals and upsells - Partner with Sales, Product and Ops as the voice of the customer What you'll bring: - SaaS Customer Success experience: 4–7 years in Customer Success in B2B SaaS, owning a book of SMB and mid-market customers. - Commercial impact (NRR and expansion): You've owned renewals and upsells and consistently met or exceeded NRR targets. - Customer value driver: You build success plans tied to measurable customer outcomes and can clearly show the value you've delivered. - Data-driven decision making: You use health scores, usage data and CRM insights to act on risk and growth before they land. - Stakeholder alignment and expectation setting: You get clear commitments from customers and internal teams, hold people to them, and aren't afraid to say no or reset an unrealistic ask. - Prioritization and organization: You run your book with a clear system. When things get busy, you know what matters most and stay on top of it. - Drive to build: You've built processes and playbooks that make the whole team more effective, not just yourself. ## Nice to have - Experience at a hospitality tech company, or with restaurant or hospitality clients and/or experience with a product selling to operational stakeholders (finance, people, operations) i.e. WFM - A background in multi-site restaurant operations, finance or accounting before moving into tech What you'll get in return: 📈 Meaningful equity with standard 4-year vesting and 1-year cliff. At Nory everyone is an owner! 📈 401k with company match up to 4% 🌴 35 days paid time off 🏥 Private health, dental, and vision insurance 🍼 16 weeks paid parental leave for birthing parent, 4 weeks of paid leave for non-birthing parent and baby loss support 📚 $1,000 annual personal development budget + quarterly book budget 🖥️ $250 home office workspace budget 🥳 Regular travel to London or Dublin, and team offsites 👏 And much more How we work: Our vision is to build a better future for the restaurant industry. One where operators are in control, margins are stronger, and frontline teams can build careers they're proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win, together. These are the values we live by: We serve up impact with a side of profit We prioritize work that delivers real financial results for our restaurant partners. We prioritize speed of service We move fast, unblock quickly, and deliver with urgency. We act like owners We own problems, raise the bar, and build better every day. We win as a crew We grow stronger through feedback, collaboration, and shared wins. We hire humans: At Nory, we believe diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. Your individuality matters, and we're committed to creating an inclusive workplace where everyone can thrive. ## About Nory ## Company Overview - **One-liner**: Nory is an agentic AI restaurant operating system that automates and controls prime cost (labour and cost of goods sold) across multi-unit restaurant locations. - **Entity Type**: Private (Series B) - **Headquarters**: London, United Kingdom - **Founded**: 2021 - **Founders**: Conor Sheridan (CEO) ## Core Business - **Industries**: Restaurant technology / Hospitality software, Artificial intelligence - **Target customers**: Multi-unit restaurant operators, hospitality groups (B2B) - **Mission**: To put restaurants back in control of their own profitability, enabling them to grow on their own terms by eliminating guesswork from operations. ## Products & Services - **Nory Platform (Agentic AI Operating System)**: A unified platform featuring a crew of AI assistants that work 24/7 to forecast demand, build staff schedules, manage inventory and ordering, and handle payroll – all tailored to each location’s rules and targets. - **Forecasting Assistant**: Predicts revenue, covers, and item-level sales every 15 minutes with ~97% accuracy. - **Scheduling Assistant**: Builds demand-matched rotas in under 5 seconds, reducing labour cost by 10–20%. - **Ordering Assistant**: Creates dynamic par levels and autonomous purchase orders, cutting food waste by ~50%. - **Workforce Management**: Onboard, manage, and reward teams seamlessly. - **Inventory Management**: Simplify supply chains and reduce waste. - **Business Intelligence**: AI-predictive analytics for better decision-making. - **Payroll**: Frictionless payroll with <1% labour cost variance. - **Nory Capital**: Fast financing for restaurant businesses (loans up to £2m in under 24 hours). ## Market Standing - **Valuation**: Not publicly available (private company) - **Key Metric**: Annual revenue of **$11.3 million** (as of 2026) and total funding of **$62.3 million** raised across 6 rounds. - **Notable Investors/Partners**: Accel (lead Series A), NAP, Playfair Capital, Samaipata, Triple Point Ventures, NDRC. - **Growth Signals**: 77 employees (+65.6% year-over-year), operations in 7 countries (UK, Ireland, US, Spain, India, Netherlands, Germany), live in the US, growing customer base (e.g., Black Sheep Coffee with 130 sites). Recent $37M Series B raised in September 2025 to scale agentic AI. ## Competitive Advantages - **Agentic AI approach**: AI assistants that operate autonomously, tailored to each restaurant’s unique rules and constraints, delivering high accuracy and rapid decision-making. - **All-in-one platform**: Combines forecasting, scheduling, inventory, payroll, and lending – eliminating the need for multiple point solutions. - **Proven results**: Customer reports show 50% reduction in food waste, 10–20% reduction in labour cost, 98% forecasting accuracy, and 50% reduction in admin time. - **Speed of execution**: Fast time-to-value with straight-forward integrations (100+ partners) and rapid feature releases based on customer feedback. ## Strategic Focus - Scaling agentic AI across more restaurant verticals and geographies, especially expanding in the US market. - Deepening the “crew of AI assistants” to cover more operational areas and deliver even greater autonomy. - Growing the Nory Capital lending product to provide financial support to restaurant operators. - Building a results-first, product-led organisation with emphasis on speed and customer impact. ## Why Work Here - **Flexible working culture**: Fully remote setup with co-working spaces in main hubs; work-from-anywhere policy for up to 3 months per year. - **Generous benefits**: 35 days annual leave (including bank holidays), pension, private health insurance (country dependent), home-office budget (MacBook, monitors, etc.), meaningful equity for all employees. - **Growth & development**: L&D support, bi-annual company offsites, regular team socials, and a product-led environment with autonomy and ownership. - **Culture**: Values include “act like owners”, “win as a crew”, and “prioritise speed of service”. High collaboration and accountability. - **Team size & growth**: 77 people with 13 active job postings (as of mid-2026). Strong hiring momentum, particularly in Sales, Product, and Engineering. - **Employer rating**: 4.3/5.0 on LinkedIn (19 reviews), with high scores for Culture (4.4) and Career (4.5). ## Sources 1. [nory.ai](https://www.nory.ai/) 2. [nory.ai/careers](https://www.nory.ai/careers) 3. [nory.ai/about](https://www.nory.ai/about) 4. [LinkedIn Company Page](https://www.linkedin.com/company/asknory) 5. [Ashby Job Board](https://jobs.ashbyhq.com/nory) ## Other roles at Nory - [Head of Customer (US)](https://feeny.ai/job/head-of-customer-us-nory-new-york-s5cb4p8kchvt) — New York, NY - [FP&A Lead](https://feeny.ai/job/fp-a-lead-nory-london-7tj9enjxcj4p) — London, United Kingdom - [Payroll Onboarding Specialist (Contract)](https://feeny.ai/job/payroll-onboarding-specialist-contract-nory-united-kingdom-v0t0hvhyxw7p) — United Kingdom - [Business Development Leader](https://feeny.ai/job/business-development-leader-nory-london-39ar63vpfwbr) — London, United Kingdom