nory - Scaled Customer Success Manager

• 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. • Experience working with hospitality or restaurant clients is preferable • A background in hospitality tech or restaurant operations would be a bonus • 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 • 🥳 Regular team offsites & socials • 📍 Hybrid role with 2-3 days working from our Holborn office (dog-friendly) • 👏 And much more • Our vision is to build a better future for the restaurant industry. One where operators are in control, margins are stronger, and frontline teams can build careers they’re proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win – together. • These are the values we live by: • We serve up impact with a side of profit – We prioritise work that delivers real financial results for our restaurant partners. • We prioritise speed of service – We move fast, unblock quickly, and deliver with urgency. • We act like owners – We own problems, raise the bar, and build better every day. • We win as a crew – We grow stronger through feedback, collaboration, and shared wins. • We hire humans.