Customer Success Manager (US)
Core
Own a growing book of SMB and mid-market restaurant groups, driving renewals, expansion, and onboarding to turn pilots into long-term accounts.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Nory, an AI-powered restaurant management system for operators
Domain
Hospitality technology / Restaurant operations
Deliverable
production ML models
Required skills
SaaS Customer Success experience, Commercial impact (NRR and expansion), Customer value driver, Data-driven decision making, Stakeholder alignment, Prioritization and organization, Drive to build
Preferred skills
Hospitality tech experience, Multi-site restaurant operations background, Finance or accounting background
Technologies
Nory, CRM, Health scores, Usage data
Responsibilities
Own renewals and expansion across book, Build success plans tied to customer goals, Partner with onboarding on pilots and go-lives, Monitor customer health and product usage, Agree next steps with customers and internal teams, Act as primary point of contact for accounts, Build and refine playbooks and SOPs, Partner with Sales, Product and Ops
Seniority
Mid-Senior, hands-on IC