Hiring: Head of Customer Success (+ Equity) at Nory Company: Jack & Jill Location: New York, United States Job Posted Time: 2026-09-03 14:34:13 Target Skills & Keywords : Machine Learning, SaaS About the job Required Skills: •Nory is a $37M Series B AI-powered restaurant management platform backed by Kinnevik and Accel, building the operating system for multi-site restaurant brands globally. •Why this role is remarkable •Lead the US market entry for a proven AI-native platform that has already captured 10% of the UK and Ireland market, serving brands like Black Sheep Coffee and Jamie Oliver Group. •Interface directly with cutting-edge proprietary AI forecasting models boasting 95-97.5% accuracy, translating complex ML capabilities into tangible outcomes and growth stories for large-scale restaurant operators. •High-impact leadership opportunity with meaningful equity and the autonomy to design a localized CS strategy from the ground up, backed by premier investors like Kinnevik and Accel. •Architect the US Customer Success infrastructure, including onboarding flows, QBR processes, health scoring, and renewal motions specifically designed to resonate with American restaurant operators. •Drive net revenue retention (NRR) and expansion strategies for the US portfolio, acting as a strategic consultant to help multi-site leaders optimize their workforce and inventory through AI. •Hire, mentor, and scale a localized US CS team while collaborating with the UK-based VP of Customer Success to ensure global alignment and provide product feedback for market-specific needs. Qualifications: •Proven experience scaling a Customer Success function through a high-growth phase at a B2B SaaS company, preferably within the hospitality, restaurant tech, or vertical SaaS sectors. •Strong data literacy and comfort with AI-native products, with the specific ability to translate technical forecasting and machine learning models into clear business value and ROI. •Entrepreneurial builder mindset with a track record of creating processes and teams from scratch, possessing the grit required to win in a new market while owning critical retention metrics. •Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support. •And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate. •Jack's an AI agent for job searching and career coaching. He works for you. •Jill is the AI recruiter working for the company. She recruits from Jack's network. •If it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Jack will send you excellent alternatives. •We never post fake jobs •This isn't a trick. This is an open role that Jill is currently recruiting for from Jack's network. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!