Head of Customer (US)
nory · New York · hybrid
Let's fix hospitality, for good.
Running restaurants in the US is brutal - margins are razor thin, waste is high, and teams are stretched to the limit. But it doesn’t have to be this hard. That’s why we built Nory.
Our CEO, Conor, knows the pain first-hand. After founding and scaling Mad Egg in Ireland, he got tired of juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he built the tool he wished he’d had from day one.
Nory is the all-knowing restaurant management system. It blends real-time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, stronger margins.
And we’re just getting started. Fresh off a Series B led by Kinnevik https://www.nory.ai/blog/nory-series-b-funding-to-revolutionise-restaurant-operations and Accel, we’ve grown to 100+ people across Ireland, the UK, and Spain - and now we’re bringing Nory to the US.
We have big plans for North America as our primary growth engine - and we're hiring a Head of Customer to own the entire post-sale journey here. You’ll be an intrinsic part of our early market expansion - building the post-sales journey (alongside the rest of the Founding US CS/Onboarding team), and being overall responsible for the success of our US customers. Essentially - you’ll be part of an early stage team, inside of a well-funded, high-growth AI start-up. If that’s the kind of challenge that excites you - we’d love to hear from you!
Location: New York City / Hybrid - 2–3 days a week in our NYC hub or onsite with customers.
WHAT YOU’LL BE DOING:
Today, Customer Success and Implementation run as separate global disciplines at Nory. That means nobody owns the US customer journey end to end - and the seam between going live and growing an account is exactly where value is won or lost. We're fixing that by putting one senior leader in New York with the whole thing: implementation through adoption, renewal and expansion, for our most important market.
The US post-sale function is brand new. There are people, accounts, and two brand new disciplines to figure out. You'll work with the team to design the operating model, write the implementation methodology, build the handover between the two halves, and grow the org around it, against a book planned to grow several times over in the next two years.
And you'll do it AI-first. Not as a bolt-on, and not as a pilot at the edges: agents and automation carrying health scoring, usage monitoring, risk flagging, renewal prep, QBR drafting and implementation project admin, so your people are deployed only on the conversations and decisions that genuinely need a human. You'll be hands-on building that. It's the part of the job we care most about.
If you want the whole post-sale journey in one market rather than a slice of it globally - and you're energised rather than daunted by the fact that none of it exists yet - this is your table.
Own the end-to-end US customer journey:
- One owner, one journey: Take single accountability for US customer outcomes from Closed Won through implementation, go-live, adoption, renewal and expansion - and for the seams between each stage, which is where most post-sale value leaks.
- Own the commercial number: Own US gross and net revenue retention, with the forecast, the review cadence and the account reviews behind it.
- Be first and last line in-market: Take US escalations and strategic at-risk accounts personally, so problems get solved locally instead of arriving late and transatlantic.
Build and run implementation:
- Design the methodology: Build how we scope, tier, resource and govern implementations for multi-site hospitality operators — integrations, data migration, phased rollout, change management with people who run physical operations on thin margins.
- Instrument delivery: Define and measure time-to-live and time-to-value properly, then move them. Today both are measured inconsistently; that's yours to fix.
- Be in the room on the hard ones: You won't run implementations as a project manager, but you'll be personally close to the complex and strategic rollouts.
Build the AI-first operating model:
- Wire it yourself: Design and stand up the AI-first post-sale stack across both halves of the journey — health scoring, risk flagging, renewal prep, QBR drafting, project admin, readiness checks, status reporting. We have no CS Ops, PS Ops or enablement function; assume you're doing the wiring.
- Decide what humans do: Form and defend a point of view on what agents handle, what stays human, and what AI should never touch.
- Grow the book without growing headcount linearly: Make leverage, not hiring, the first answer to scale.
Build and coach the team:
- Manage from day one: Directly lead the US post-sale team, including an onboarding player-manager.
- Design the org: Decide the shape as the book grows - whether a team lead layer goes in, how the book is segmented and covered, what order you hire in and what triggers each hire.
- Build the Enterprise motion: Work out what Enterprise post-sale needs that Mid-Market doesn't, and staff it as traction lands.
Work across the business:
- Partner with US Sales: Own handover quality and expectation-setting at the point of sale, and feed references and advocates back into the growth flywheel.
- Carry the voice of the US customer: Run the feedback loop into a UK-based Product org, and the US expansion and churn reporting that feeds global VOC.
- Stay joined up with UK&I: Keep tooling, playbooks and standards aligned across regions without slowing yourself down.
WHAT YOU’LL BRING:
You think in customer journeys, not departments. You've built the thing rather than travelled with it. And you believe AI changes what a post-sale team can deliver, because you've already proved it somewhere.
- You've owned both halves. You've run implementation or professional services and customer success for the same book - and designed the handover between them, rather than managing it by meeting.
- Real implementation complexity. You've built or substantially rebuilt an implementation function for an operationally complex product: integrations, data migration, multi-site rollout, change management. Methodology, scoping, governance, time-to-live measurement - not a configuration wizard or an onboarding checklist.
- You've carried a retention or expansion number. GRR/NRR has been yours to forecast and move, and you can explain what you did and what didn't work.
- You've built AI into how a team actually works. Not a tool you bought or a pilot you ran - workflows you designed and shipped, and what they did to throughput, book-per-head or quality. You can walk us through what you personally built.
- You've managed and developed post-sale ICs directly, including taking at least one person through the step from IC into leadership.
- You've operated at our stage. B2B SaaS, Series B to Series D - somewhere the post-sale org looked materially different when you left than when you arrived.
- Operator credibility. You're comfortable in front of founders, COOs, CFOs and Ops Directors, framing the conversation in their operational and financial terms - including mid-rollout, when sites are disrupted and the timeline has slipped.
- Hands-on by instinct. You take escalations, you join customer calls, and you don't wait for headcount before you build.
Nice to have:
- Hospitality, restaurant, retail, multi-site or field operations exposure - anywhere you've been close to physical operations.
- Experience defining an Enterprise post-sale motion from scratch.
WHAT YOU’LL GET IN RETURN:
- 📈 Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner!
- 🏥 Private health, dental, and vision insurance
- 📈