Job Description

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)


Comprehensive private health insurance


Enhanced parental leave and baby loss support


EUR1000 personal annual learning budget + quarterly book budget


EUR250 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.

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.