Head of Customer

Nory

. Own the end-to-end US customer journey from Closed Won through implementation, go-live, adoption, renewal, and expansion .

Posted 10/15/2026full-timeNew York City • New York • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the end-to-end customer journey, focusing on implementation, adoption, and revenue retention. Proficient in designing operational frameworks and methodologies for complex, multi-site environments, with a strong emphasis on AI integration and customer success.

Highest-signal resume keywords

Implementation Methodology DesignCustomer Success ManagementAI Workflow DevelopmentRevenue Retention ForecastingB2B SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data MigrationChange ManagementTime-to-Live MeasurementForecasting GRR/NRRMulti-Site RolloutOperational Complexity ManagementImplementation Function DevelopmentGovernance ScopingPost-Sale Team LeadershipEnterprise Post-Sale Motion Design

Soft Skills

Hands-On Escalation ManagementCustomer CommunicationTeam DevelopmentStrategic ThinkingCollaboration with Executives

Industry Keywords

HospitalityB2B SaaSField OperationsRetailRestaurantOperational Financial TermsCustomer JourneyVoice-of-Customer InitiativesOnboardingPost-Sale Operations

About the role

Key responsibilities & impact

Own the end-to-end US customer journey from Closed Won through implementation, go-live, adoption, renewal, and expansion
Own US gross and net revenue retention, forecasts, review cadence, and account reviews
Handle US escalations and strategic at-risk accounts
Design implementation methodology for multi-site hospitality operators, including integrations, data migration, phased rollout, and change management
Define and improve time-to-live and time-to-value measurement
Personally support complex and strategic implementations
Design and implement an AI-first post-sale operating stack for health scoring, risk flagging, renewal preparation, QBR drafting, project administration, readiness checks, and status reporting
Decide which activities agents handle, which remain human, and which AI should not touch
Improve scale through leverage rather than linear headcount growth
Directly lead the US post-sale team, including an onboarding player-manager
Design the organization structure, segmentation, coverage model, hiring sequence, and hiring triggers
Build the Enterprise post-sale motion
Partner with US Sales on handover quality, expectation-setting, references, and customer advocates
Represent the US customer voice to the UK-based Product organization
Provide US expansion and churn reporting for global voice-of-customer initiatives
Keep tooling, playbooks, and standards aligned with UK&I

Requirements

What you’ll need

Experience running implementation or professional services and customer success for the same book
Experience designing the handover between implementation/professional services and customer success
Experience building or substantially rebuilding an implementation function for an operationally complex product
Experience with integrations, data migration, multi-site rollout, and change management
Experience with implementation methodology, scoping, governance, and time-to-live measurement
Experience owning and forecasting GRR/NRR or another retention/expansion number
Experience building and shipping AI workflows used by a team, and explaining their impact on throughput, book-per-head, or quality
Experience directly managing and developing post-sale individual contributors
Experience taking at least one individual contributor into leadership
Experience in B2B SaaS at Series B to Series D stage
Comfort working with founders, COOs, CFOs, and Operations Directors in operational and financial terms
Hands-on approach to escalations, customer calls, and building without waiting for headcount
Hospitality, restaurant, retail, multi-site, or field operations exposure is nice to have
Experience defining an Enterprise post-sale motion from scratch is nice to have
Must have the right to work in the US

Benefits

Comp & perks

Meaningful equity with standard 4-year vesting and 1-year cliff
Private health, dental, and vision insurance
401k with company match up to 4%
35 days paid time off, including public holidays
16 weeks paid parental leave for birthing parent
4 weeks paid leave for non-birthing parent
$1,000 annual personal development budget
Quarterly book budget
$250 home office workspace budget
Frequent travel to London and Dublin
Regular offsites and socials