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About the role
- Senior Customer Success Manager managing a portfolio of mid-market customers across EMEA for restaurant management system Nory. Driving retention, growth, and customer satisfaction in hospitality tech.
Responsibilities
- Manage a portfolio of 30-50 MM customers across EMEA
- 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, ensuring every one of your customers gets the maximum from Nory
- Developing Champions at all levels in your accounts
- 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 MM 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
Requirements
- SaaS Customer Success experience: You have 5 to 8 years of experience in Customer Success or Account Management within SaaS, working with MM customers, managing a portfolio of 30+.
- Commercial impact (NRR and expansion): You have owned renewals and upsells, consistently met or exceeded NRR targets, and approach your work with a strong customer-first mindset, focusing on delivering outcomes that support both retention and long-term success.
- Customer value driver: You obsess over delivering value for your customers, understanding their strategies, building and delivering aligned success plans, and ensuring value is clearly articulated at every step in the journey.
- Champion Development: You work to develop Champions at all levels of your customer organisations.
- Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
- Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency. You take responsibility for solving problems and improving processes, and think long-term about impact.
- Data-driven decision making: You have strong data literacy, using health scores, CRM insights, and usage metrics to prioritise your efforts and proactively manage risk and growth opportunities.
- 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.
- Nice to have: Experience working with hospitality or restaurant clients is preferable.
- A background in hospitality tech or restaurant operations would be a bonus.
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
Location requirements
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