Client Success Executive enhancing customer relationships and ensuring alignment with business objectives. Collaborating with cross - functional teams to maximize value delivery and retention strategies.
About the role
- Scaled Customer Success Manager driving SMB customer retention. Lead strategies and processes for customer success at Nory to maximize value realization and platform adoption.
Responsibilities
- Own our Scaled SMB customers globally; ensuring retention at scale
- Use data to build & execute strategies; drive platform adoption, value realisation, customer advocacy, satisfaction, and long-term loyalty
- Implement scalable processes & systems which enable the delivery of your strategies, ensuring every one of your customers gets the maximum from Nory
- Monitor portfolio health and product usage to spot risks and enable proactive intervention
- Partner closely with Marketing to drive engagement at scale, developing communities & Champions across the portfolio
- Partner closely with Product and Operations to be the voice of the customer and drive improvements which complement your approach, ensuring customers understand the value they are getting
Requirements
- SaaS Scaled Customer Success experience: You have 2 to 3 years of experience in Scaled Customer Success within SaaS, working with SMB customers, owning a large portfolio.
- Commercial impact (Retention): You have owned retention, consistently met or exceeded targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success.
- Data-driven decision making: You have strong data literacy, using health scores, CRM insights, and usage metrics to prioritise your efforts and proactively manage adoption & risk.
- Customer value driver: You obsess over delivering value for your customers, understanding their world, building and delivering aligned strategies, which ensures value is clearly understood at every step in the journey.
- Drive to build: You have experience building and refining scalable processes & systems that improve customer experience, for example: triggered comms, training academies, knowledge bases, communities, webinars, and more
- Partner mindset: You have a track record of working closely with Marketing, Product, and Operations teams to drive engagement, community development, product enhancements and more
- Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently. You are comfortable with ambiguous environments, multitask effectively, and remain calm under pressure.
Benefits
- Meaningful equity, at Nory everyone is an owner!
- 35 days of paid leave per year (including bank holidays)
- Comprehensive private health insurance via Axa
- Enhanced parental leave and baby loss support
- Learning & development culture – £1000 personal annual budget + quarterly book budget
- £250 home office workspace budget
- Regular team offsites & socials
- Hybrid role with 2-3 days working from our Holborn office (dog-friendly and onsite gym)
- And much more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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