---
title: 'Head of Customer Success at Nory'
canonical: 'https://feeny.ai/job/head-of-customer-success-nory-new-york-g2vnkk3vnfkz'
type: 'job'
last_seen: '2026-09-06'
---

# Head of Customer Success at Nory

- **Company:** Nory
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-20
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/nory/437457c6-6692-4762-905b-34961315fdac

## Job description

Let’s fix hospitality, for good.

Hospitality is tough – margins are thin, waste is high, and teams are stretched. But it doesn’t have to be this hard. That’s why we built Nory.

Our CEO, Conor, knows the pain first-hand. After founding and scaling Mad Egg in Ireland, he got fed up with juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he set out to build the tool he wished he’d had from day one.

Nory is an all-knowing restaurant management system. It blends real-time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, healthier margins.

Now, with demand growing faster than we imagined, and a recent Series B led by Kinnevik (read more https://www.nory.ai/blog/nory-series-b-funding-to-revolutionise-restaurant-operations), we’re scaling fast. We’ve grown to a team of 110+ across Ireland, the UK, Spain and the US, and we’re just getting started. As we deepen our footprint in North America, we’re hiring a Head of Customer Success (AI-First) to build and lead our US customer success function from New York.

Location: This role is based in New York City / Hybrid (2–3 days a week in our NYC hub or onsite with customers). You’ll be the senior CS leader on the ground in the US, working closely with our global CS, Product and Sales teams.

## THE OPPORTUNITY:

This is not a traditional Head of Customer Success role. We’re looking for a leader who treats AI as the operating model for customer success – not a bolt-on. You’ll own retention, adoption, and expansion across our growing Global customer base, and you’ll build a CS function that is AI-native from day one: leaner, faster, and more proactive than a headcount-heavy team could ever be.

You’ll be equal parts operator, builder, and coach. You’ll design the playbooks, wire up the AI tooling that runs behind them, hire and develop the team, and stay close enough to our most strategic customers to know exactly where value is being won or lost. If you’re excited about redefining what customer success looks like in the age of agentic AI, this is your table.

## WHAT YOU'LL BE DOING:

You’ll own the health, retention, and growth of Nory’s customers, and build an AI-first CS function that scales faster than headcount. Your remit spans strategy, team, tooling, and the most important customer relationships.

## OWN OUTCOMES & COMMERCIAL IMPACT

- Drive retention & growth: Own gross and net revenue retention (GRR/NRR) for the book, reduce churn, and grow expansion revenue through adoption and account growth.
- Own the customer lifecycle: Take accountability for the customer journey through adoption, renewal, and expansion, ensuring customers realise measurable value from Nory.
- Be the voice of the customer: Surface insights that shape our product roadmap and help us serve all segments of our customer base.

## BUILD AN AI-NATIVE CS FUNCTION

- Reimagine the playbook: Design a customer success model where AI agents and automation handle the repeatable work – health scoring, usage monitoring, renewal prep, QBR drafting, risk flagging – so your team spends its time where humans matter most.
- Hire & upskill an AI-first team: Recruit, coach, and develop a team that works AI-first by default. Set the bar for how CSMs use AI tooling to manage larger books with higher quality.
- Instrument everything: Stand up the AI-augmented CS operations stack – health scores, churn prediction, automated playbooks, and reporting – so decisions are driven by data, not gut feel.

## CHAMPION NORY’S AI PRODUCT

- Drive AI adoption: Build deep fluency in Nory’s agentic AI and lead customers to adopt and trust our AI features, translating capability into operator outcomes.
- Be a credible operator’s advisor: Act as a trusted advisor to restaurant leadership, helping them run better with AI in the loop.

## SCALE THE FUNCTION

- Develop scalable systems: Formalise SOPs, segmentation, and documentation that let us grow the CS function efficiently as we scale.
- Improve cross-functional coordination: Partner closely with Sales, Onboarding, Product and Support to streamline handovers, close gaps, and eliminate blockers across the customer journey.

## WHAT YOU'LL BRING:

You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You lead from the front, you think in systems, and you believe AI changes what a great CS team can deliver.

- CS leadership experience: Multi-year experience leading customer success in a B2B SaaS environment, with a track record of owning retention and expansion and managing complex, high-value accounts.
- AI-first mindset: You already use AI tools in your own work and have a point of view on how AI reshapes customer success. You’re excited to build a function around it, not just experiment at the edges.
- Startup mindset: You thrive in fast-paced, high-growth environments, move quickly, and take initiative to maintain momentum. You’re comfortable with ambiguity, multitask effectively, and stay calm under pressure.
- Team builder & coach: You’ve hired, developed, and led CS teams, and you know how to raise the bar on performance and ways of working.
- Commercial & data fluency: You’re comfortable owning revenue metrics (GRR, NRR, expansion) and using data to drive decisions and prioritise your team’s effort.
- Communication & stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at every level and acting as a trusted advisor to customer executives.
- Drive to build: You have a track record of building and refining scalable processes and SOPs that improve customer experience and internal efficiency, and you think long-term about impact.

Nice to have:

- Hospitality or restaurant industry experience.
- Experience scaling a CS function across markets
- Familiarity with modern CS tooling and AI/automation platforms (health scoring, workflow automation, LLM-based tooling).
- Consulting, change management, or digital transformation background.

What you'll get in return:

- 📈 Meaningful equity – at Nory, everyone is an owner!
- 🌴 Generous paid leave
- 🏥 Comprehensive private health insurance
- 🍼 Enhanced parental leave and baby loss support
- 📚 Learning & development culture – personal annual budget + quarterly book budget
- 🖥️ Home office workspace budget
- 🥳 Regular team offsites & socials
- 👏 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 prioritise work that delivers real financial results for our restaurant partners.
- We prioritise 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.

## 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)

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