Technical CRM Operations Specialist bridging CRM execution with Data/Product teams for optimization. Managing data integration and automation strategies for gaming experiences at Patrianna.
About the role
- Customer Success Manager leading Nory's US expansion in hospitality tech. Driving customer retention and growth for SMB and Mid-market customers.
Responsibilities
- Manage the full customer journey from pre-sales through to rollout.
- Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.
- Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.
- Manage a portfolio of 40-60 SMB & MM customers across US.
- Own expansion and renewals for your portfolio - hitting and exceeding NRR goals, driving customer advocacy, satisfaction, and long-term loyalty.
- Build success plans aligned to your customers strategy, delivering, driving & clearly articulating value.
- Act as the primary point of contact for your accounts – quickly resolving issues, ensuring high satisfaction, and maintaining momentum.
- Build and refine standard operating procedures (SOPs) to help your 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, renewals, and upsells.
- Partner with Product and Ops to be the voice of the customer and drive improvements.
Requirements
- 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 50+.
- Experience working with hospitality or restaurant clients.
- Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
- You have owned renewals and upsells, consistently met or exceeded NRR targets.
- You obsess over delivering value for your customers, understanding their strategies, building and delivering aligned success plans.
- You work to develop Champions at all levels of your customer organisations
- You communicate clearly and confidently, building strong relationships with stakeholders at all levels.
Benefits
- Competitive salary range
- Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner!
- Private health, dental, and vision insurance
- 401k with company match up to 4%
- 20 days paid time off, plus public holidays
- 12 weeks paid parental leave for birthing parent, and 4 weeks of 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 and regular offsites & socials
- And much more
Job title
Job type
Experience level
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Degree requirement
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