Customer Success Manager (US)

present of AI; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Nory seeks a Customer Success Manager to own a book of restaurant group accounts, turning pilots into long-term customers and expanding revenue. You will monitor usage and health data, set clear expectations, and collaborate with internal teams to renew and upsell.

The ideal candidate has 4–7 years in B2B software customer success, a proven track record in revenue retention, and comfort working with AI-driven forecasting and scheduling tools.

Qualifications

• 4–7 years of B2B software customer success experience.
• Proven track record of hitting revenue retention goals.
• Comfort reading usage and health data to catch risk early.
• Ability to reset expectations and hold customers and internal teams to commitments.

Responsibilities

• Own a portfolio of small to mid-sized restaurant group accounts.
• Renewals and expansion to grow annual recurring revenue.
• Turn pilots into long-term customers with strategic success plans.
• Analyze usage and health signals to identify at-risk accounts early and mitigate.
• Build and share playbooks to scale customer success across teams.

Skills

Customer success

Account management

Data interpretation

Cross-functional collaboration

Tools

CRM systems

Job description

The role is to own a book of small and mid-sized restaurant group accounts and turn pilots into long-term customers who renew and expand. It asks for 4 to 7 years of B2B software customer success, a record of hitting revenue retention goals, and comfort reading usage and health data to catch risk early. A strong candidate also sets clear expectations, holds both customers and internal teams to commitments, and has built playbooks that help a whole team.

How it fits the AI era

Nory sells forecasting, scheduling and inventory tools driven by AI, so much of the job is helping operators trust and use AI-backed recommendations in their daily decisions. Usage data and health signals can be analyzed faster with AI, which frees time for the conversations that matter. Building relationships, resetting unrealistic asks and judging when a customer is truly ready to expand stay human work.

How it builds AI experience

Working with restaurant groups on AI forecasting and autonomous assistants gives direct experience explaining model-driven recommendations to non-technical operators. It also builds skill in showing the measurable results of AI tools in real kitchens and rosters. To prepare, practice using AI to summarize account data, draft success plans and spot patterns in usage.

Worth showing

• Renewal and NRR results
• Customer success plans with outcomes
• Health score and usage analysis
• Playbooks you built for teams
• Restaurant or hospitality client experience

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Nory

AI-native restaurant management: forecasting, scheduling, inventory and autonomous assistants in one system.