Customer Success Manager (SMB)

Let’s fix hospitality, for good. Hospitality is tough – margins are thin, waste is high, and teams are stretched. But it doesn’t have to be this hard. That’s why we built Nory.

Please note: This is a London-based role, requiring 2–3 days per week either in our office or onsite with customers in and around London.

What You’ll Be Doing

You’ll manage a book of SMB customers, use data to proactively drive retention and growth, and help build the foundations of a world‑class CS function.

Your responsibilities

• Manage a portfolio of ~100 SMB 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
• Develop 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 SMB 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

What you’ll bring

• Hospitality Experience: You have 3‑5 years experience working in the operational side of hospitality businesses; or having worked with hospitality businesses as a software provider for a similar period of time
• Results impact: You have owned a number, and consistently met or exceeded targets; you consistently approach your work with a strong customer‑first mindset, focusing on delivering outcomes that support short 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, for example 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

• SaaS Customer Success experience: You have 2 to 3 years of experience in Customer Success or Account Management within SaaS, working with SMB customers, managing a portfolio of 100+.
• 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.

What You’ll Get In Return

• 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
• …