Head of Customer (US)

nory; United States; Hybrid; USD 150,000 - 210,000; Full time

Job summary

Nory is building the US post-sale engine for restaurant operators. We’re hiring a Head of Customer to own the full US journey from implementation to renewal in a fast-growing AI startup.

You’ll design the operating model, lead the New York team, and drive AI-first processes that maximize adoption, retention and revenue with hands-on leadership.

Qualifications

• Experience leading post-sale teams and owning customer journeys end-to-end.
• Ability to design operating models and drive cross-functional initiatives.
• Comfort with AI-first processes and scalable customer success programs.

Responsibilities

• Own US customer journey from closed won through implementation, adoption, renewal and expansion.
• Define the post-sale operating model and write implementation methodologies.
• Lead the US post-sale team from day one, including onboarding and growth.

Skills

Customer success

Leadership

AI/automation

Cross-functional

Tools

CRM software

Data tools

Job description

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 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