The mission if you choose to accept it
Our Senior Customer Success Manager will work primarily with mid-market / enterprise customers and internal teams to ensure their customers have an industry leading experience at each stage of their Nory journey.
This is a full lifecycle CSM role - meaning that the Sr. CSM will manage from initial pre-sale engagement through implementation, ongoing relationship management and eventually the renewal process for accounts in their portfolio.
This role is London based, and candidates must be available to spend 2-3 days a week with clients in and around London.
At any given time you might be:
Managing complex implementation projects from kick-off through to completion: defining schedules / overall objectives and coordinating internal and external resources as required to maximise Time to Value for customers.
Establishing and maintaining great relationships with our customers at varying levels. As this role is focussed on Enterprise Brands - this will generally involve managing multiple executive stakeholders, together with functional leads throughout the business, at times acting as an extension of their internal team to serve as a trusted advisor and assisting them to drive growth in their business.
Providing mentorship to Customer Success Specialists / Customer Success Managers within the team.
Becoming an encyclopaedia of knowledge about how Nory works and what it is capable of: gaining maximum buy-in across the product suite within your portfolio of brands.
Working directly with product teams to identify and resolve current issues promptly, while also synthesising customer feedback internally where needed, ensuring the voice of the customer is at the heart of all product decisions, particularly when it comes to roadmap prioritisation and discovery.
Driving customer renewals and uncovering opportunities for upselling / cross-selling by ensuring customers are receiving ongoing value from Nory.
Developing and executing strategic account plans to drive growth, in collaboration with colleagues across Sales & Marketing.
This role requires the successful candidate to have a customer obsessed mindset, aiming to deliver maximum value to our most valuable enterprise customers.
Your profile
Are you the type of person who wants to influence the journey of our company, help us grow from launch through product market fit to global scale? If so, you’ll do great and have a fun time as a Sr. Customer Success Manager within Nory’s growing team.
Culture fit is really important to us here at Nory, and a candidate's technical chops are just half the story. Teamwork is the name of the game, and we're looking for someone who shares our values. That's why our interview process emphasises communication and culture just as much as experience. If you’re ready to bring your spark to our team, then look below for our requirements:
You ideally have 5+ years of SaaS industry experience, coupled with a knowledge of the hospitality industry from time spent in industry or time working with hospitality brands in a SaaS environment.
You have a healthy curiosity in technology; can quickly come to speed on technology interfaces.
You “get stuff done” You are a self-starter who defaults to trying to find a solution to a problem.
You’re eager to build and drive impact on a critical team that is in some ways a ‘startup within a startup’
You thrive in complex cross-functional roles requiring collaboration with Marketing, Sales, Growth, Solutions Engineering, Product, and others
Why us?
We're a small team with a lot of things to learn and do. We're building a company, a culture and a product with global ambition. We're big on research and communication, and we will expect the same from you. No matter the role spec, you'll do great if you think customer-first and are willing to learn about the industry we operate in. You'll speak with customers, build a shared understanding of the problems at hand and, perhaps even identify some unmet needs that deserve to be explored further. Why? Because it takes a variety of skill sets and experiences to build a world-class product. We want you to contribute to the team's knowledge daily!
On top of a competitive salary, here’s what we offer:
- Stock options: Share in our success as we grow.
- Flexible working culture: Work from home or wherever you feel most productive.
- 35 days holiday (including Bank Holidays): Take the time you need to recharge.
- Annual personal development budget: We’ll invest in you so you can invest in yourself.
- Pension and private health insurance: We’ve got you covered.
- Team events and get-togethers: We’re building more than just a company; we’re building a community.
