Head of US Customer Success & Onboarding

Samaipata; New York (NY); Hybrid; USD 150,000 - 230,000; Full time

Job summary

Samaipata-backed Nory is hiring a Head of Customer to own the entire post‑sale journey in the US from onboarding to renewal and expansion. This hybrid New York role will lead the US post‑sale and implement an AI‑first operating model, partnering with Sales, Product, and UK/I to scale success across a growing customer base.

You will design the post‑sale function, craft the implementation methodology, and drive repeatable processes that maximize retention, expansion, and customer value.

Qualifications

• Experience leading end-to-end post-sale programs in SaaS.
• Proven ability to design and scale post-sale operating models.
• Strong cross-functional collaboration with Sales, Product, and Engineering.
• Experience applying AI to customer success workflows.

Responsibilities

• Own the end-to-end US customer journey from first win to renewal and expansion.
• Design and implement the post-sale operating model for the US market.
• Build and deploy AI-first workflows to support health, risk, renewal prep, and QBRs.
• Lead and grow a post-sale team, including onboarding and career progression.
• Collaborate with Sales, Product, and UK/I to align tooling and standards.

Skills

Post-sale leadership

Implementation experience

Customer success

AI in operations

Team development

Tools

CRM platforms

Job description

Samaipata-backed Nory is hiring a Head of Customer to own the entire post‑sale journey in the US from onboarding to renewal and expansion. This hybrid New York role will lead the US post‑sale and implement an AI‑first operating model, partnering with Sales, Product, and UK/I to scale success across a growing customer base.

You will design the post‑sale function, craft the implementation methodology, and drive repeatable processes that maximize retention, expansion, and customer value.