Head of Customer Success

Nory
New York
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Systems thinking","Empathy","Stakeholder management","Data-driven decision-making","Communication","Startup mindset"]

Own customer retention, adoption, and expansion for Nory’s US book while building an AI-first customer success function from New York. Drive GRR/NRR, reduce churn, and ensure measurable customer value through renewal and growth. Reimagine the CS playbook with AI agents and automation (health scoring, usage monitoring, churn prediction, QBR drafting), hire and develop the team, and partner cross-functionally with Product, Sales, Onboarding, and Support.

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Nory
Nory
3 days ago

Head of Customer Success

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Last checked: 16 hours agoStatus: Live

Job Summary

Own customer retention, adoption, and expansion for Nory’s US book while building an AI-first customer success function from New York. Drive GRR/NRR, reduce churn, and ensure measurable customer value through renewal and growth. Reimagine the CS playbook with AI agents and automation (health scoring, usage monitoring, churn prediction, QBR drafting), hire and develop the team, and partner cross-functionally with Product, Sales, Onboarding, and Support.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own retention and growth outcomes, including GRR/NRR, reducing churn, and expanding revenue through adoption and account growth.
  • •Take accountability for the customer lifecycle across adoption, renewal, and expansion, ensuring customers realise measurable value from Nory.
  • •Build an AI-native CS operating model using AI agents and automation for health scoring, usage monitoring, renewal prep, QBR drafting, and risk flagging.
  • •Hire, coach, and develop an AI-first CS team, and set standards for using AI tooling to manage higher-quality, larger books.
  • •Instrument AI-augmented CS operations (health scores, churn prediction, automated playbooks, reporting) and improve cross-functional coordination across Sales, Onboarding, Product, and Support.

Pay and Benefits

Perks:EquityPaid LeaveHealth InsuranceParental LeaveLearning BudgetHome Office

Key Requirements

  • •Multi-year experience leading customer success in a B2B SaaS environment, owning retention and expansion and managing complex, high-value accounts.
  • •AI-first mindset with a point of view on how AI reshapes customer success, and experience using AI tools in your work.
  • •Experience building and leading CS teams, coaching CSMs on how to use AI tooling to manage larger books with higher quality.
  • •Comfort owning revenue metrics (GRR, NRR, expansion) and using data to drive decisions and prioritise effort.
  • •Communication and stakeholder management skills, acting as a trusted advisor to customer executives.
Experience:B2B SaaSCustomer successHospitalityRestaurant operationsStartupAI/automation
Skills:LeadershipCoachingSystems thinkingEmpathyStakeholder managementData-driven decision-makingCommunicationStartup mindset
Tech Stack:AIAI agentsAutomationLLM-based toolingHealth scoringWorkflow automationChurn predictionQBR draftingReporting

Company Brief

Nory
Nory is an AI-native restaurant management platform that unifies sales forecasting, labour planning, inventory, payroll and BI into one system to help operators reduce costs, cut waste, and improve profitability across multi-site restaurant groups.
Industry: Restaurants & Food Service
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series B
Headquarters: Dublin, Ireland
Founded: 2021
Glassdoor
Glassdoor: 4.2
WebsiteLinkedInGlassdoor