Customer Success Manager (SMB Accounts)

At Nory, we're on a mission to put restaurants back in control of their own profitability. Because what's better for operators, is better for chefs, waiters, baristas, investors and customers alike. It's a big challenge and we need brilliant minds to help us get there. Join us and make an impact today.

Regular workshops, presentations and learning sessions

25 days holidays per year

Regular events and team get-togethers

What makes us tick?

It's not easy to disrupt an entire sector, but we're not scared of a challenge. Instead we focus on the small daily wins that keep moving at pace.

We're solving problems, not creating solutions. We get particularly excited by the ones that nobody else has managed to crack.

We take pride in our work, and in our team. We're always looking to grow and learn, as individuals and a collective.

And we keep things simple. Making things complicated or confusing isn't really our thing. The problems we're tackling might be complex, but our product and processes will always be straightforward.

We're hiring. Find the role that's right for you and become part of the team shaping the future of hospitality.

Customer Success Manager (SMB Accounts) Location

London

Employment Type

Full time

Location Type

Hybrid

Department

Customer Success

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 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.

Now, with demand growing faster than we imagined, and a recent Series A led by Accel, we're scaling fast. We've grown to a team of 50+ across Ireland, the UK and Spain, and we're just getting started. We're now hiring a Customer Success Manager to join our Customer Success team.

What you'll do

You'll manage a high-volume book of SMB 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.

Your responsibilities

Manage a portfolio of 150-200 SMB customers across EMEA

Act as the first line of support for your accounts - quickly resolving issues, ensuring high satisfaction, and maintaining momentum

Build and refine standard operating procedures (SOPs) to help SMB 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, and renewals

Own expansion and renewals for your portfolio - hitting and exceeding NRR goals

Partner with Product and Ops to be the voice of the customer and drive improvements

Drive customer advocacy, satisfaction, and long-term loyalty

Please note: This is a London-based role, requiring 2-3 days per week either in our office or onsite with customers in and around London.

What you'll bring

3-5 years of Customer Success or Account Management experience in SaaS

Strong data literacy - you're confident using health scores and CRM insights to prioritize where you focus

Commercial mindset - you're comfortable with renewals, upsells, and revenue targets

Outstanding communication and relationship-building skills

You thrive in fast-paced, early-stage environments

Experience working with hospitality, restaurant, or retail clients is preferable

A background in hospitality tech or restaurant operations would be a bonus

What you'll get in return

Competitive salary range of up to £60k OTE depending on experience

Equity at our Series A valuation

35 days of paid leave per year (including bank holidays)

Enhanced parental leave and baby loss support

€1000 personal annual learning budget + quarterly book budget

️ €250 home office workspace budget

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.

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.