Customer Success Manager

Nory

. Own a growing book of SMB and mid-market restaurant groups .

Posted 10/12/2026full-timeNew York City • New York • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success within B2B SaaS, focusing on managing SMB and mid-market accounts, driving renewals, and delivering measurable customer value. Proficient in building success plans, processes, and playbooks to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementRenewals and UpsellsData-Driven Decision MakingProcess and Playbook DevelopmentAccount Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

B2B SaaS ExperienceCustomer Health MonitoringSuccess Plan DevelopmentNRR Target AchievementCRM Insights Utilization

Soft Skills

Strong PrioritizationOrganization SkillsEffective Communication

Industry Keywords

SMB and Mid-Market AccountsHospitality TechMulti-Site Restaurant OperationsOperational Stakeholders

About the role

Key responsibilities & impact

Own a growing book of SMB and mid-market restaurant groups
Own renewals and expansion across accounts, meeting and exceeding NRR goals
Build success plans tied to customer goals and demonstrate measurable value from Nory
Partner with the US onboarding team on pilots and go-lives
Monitor customer health and product usage to identify risks and upsell opportunities
Agree next steps, owners, and timelines with customers and internal teams, and follow through
Set and reset customer expectations when needed
Act as the primary point of contact for accounts and resolve issues quickly
Build and refine playbooks, SOPs, and scalable engagement, renewal, and upsell processes
Partner with Sales, Product, and Ops as the voice of the customer
Help shape customer success playbooks for the growing US team

Requirements

What you’ll need

4–7 years in Customer Success in B2B SaaS
Experience owning a book of SMB and mid-market customers
Experience owning renewals and upsells
Consistently met or exceeded NRR targets
Ability to build success plans tied to measurable customer outcomes
Ability to clearly show delivered customer value
Data-driven decision making using health scores, usage data, and CRM insights
Ability to secure clear commitments from customers and internal teams
Strong prioritization and organization
Experience building processes and playbooks
Nice to have: experience at a hospitality tech company, or with restaurant or hospitality clients
Nice to have: experience with products selling to operational stakeholders such as finance, people, or operations
Nice to have: background in multi-site restaurant operations, finance, or accounting before moving into tech
Right to work in the UK/the Republic of Ireland

Benefits

Comp & perks

Meaningful equity with standard 4-year vesting and 1-year cliff
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 paid leave for non-birthing parent
Baby loss support
$1,000 annual personal development budget
Quarterly book budget
$250 home office workspace budget
Regular travel to London or Dublin
Team offsites