Customer Success Manager (SMB)

📋 Description

• • As a Customer Success Manager (CSM) for Nory AI's Small and Medium-sized Business (SMB) segment, you will be instrumental in shaping the future of hospitality technology by ensuring our clients achieve maximum value from our innovative restaurant management system.
• • You will manage a dedicated portfolio of approximately 100 SMB customers across the EMEA region, acting as their primary advocate and strategic partner.
• • Your core mission will be to drive customer retention and foster growth by proactively identifying opportunities for expansion and ensuring seamless renewals, directly contributing to Nory's Net Revenue Retention (NRR) goals.
• • This role demands a deep understanding of customer needs, enabling you to develop bespoke success plans that align with each customer's unique business strategy and operational goals.
• • You will be responsible for clearly articulating the value Nory delivers, ensuring customers are not only satisfied but are actively leveraging our AI-powered predictive analytics and operational intelligence to enhance their margins, reduce waste, and improve consistency.
• • A key aspect of your role will involve cultivating strong relationships and identifying 'Champions' within customer organizations at all levels, fostering a collaborative environment that drives adoption and advocacy.
• • You will serve as the main point of contact for your accounts, adeptly resolving issues, maintaining high levels of customer satisfaction, and ensuring continuous engagement and momentum with the Nory platform.
• • A significant part of your contribution will be in building and refining scalable standard operating procedures (SOPs) for customer onboarding, engagement, renewals, and upsells, thereby enhancing the overall customer experience and internal efficiency.
• • You will proactively monitor customer health indicators and product usage patterns to anticipate potential risks, identify churn signals, and uncover opportunities for upselling and cross-selling Nory's advanced features.
• • This role requires close collaboration with our Product and Operations teams, acting as the 'voice of the customer' to provide critical feedback that informs product development and drives continuous improvement across the Nory ecosystem.
• • You will be expected to leverage data-driven insights, including health scores, CRM data, and usage metrics, to prioritize your efforts, manage risks effectively, and capitalize on growth opportunities.
• • The ideal candidate will possess a strong understanding of the operational challenges within the hospitality industry, whether gained through direct experience or by working with hospitality businesses as a software provider.
• • You will be a results-oriented individual, consistently meeting or exceeding targets, and approaching your work with an unwavering customer-first mindset, focused on delivering tangible outcomes that support both short-term success and long-term loyalty.
• • Your ability to obsess over customer value, understand their strategies, and articulate the ROI of Nory will be paramount.
• • Developing strong communication and stakeholder management skills is crucial, enabling you to build trust and act as a reliable advisor to your clients.
• • A proactive 'build' mentality is essential, as you will be instrumental in establishing and improving processes that enhance customer experience and operational efficiency.
• • You will thrive in a fast-paced, early-stage startup environment, demonstrating initiative, agility, and the ability to manage multiple priorities effectively while remaining calm under pressure.
• • This London-based role offers a hybrid working model, requiring 2-3 days per week in our Holborn office or onsite with customers, providing a dynamic blend of remote and in-person engagement.