Senior Onboarding Manager (Mid-Market)

Nory AI, Inc.

Job Overview

Location

London - Hybrid

Job Type

Full-time

Full Job Description

📋 Description

• Lead the end-to-end onboarding experience for Mid-Market customers, managing the journey from pre-sales through rollout and handover to Customer Success & Support.
• Ensure successful product adoption by understanding customer strategies, educating on best practices, and aligning implementation to drive long-term success.
• Deliver high-quality, consistent onboarding projects with a focus on minimizing time to value and maximizing customer satisfaction.
• Develop, formalize, and refine scalable standard operating procedures (SOPs), playbooks, and documentation to support the growth of Nory’s Mid-Market onboarding function.
• Partner closely with Sales, Customer Success, Support, Product, and Engineering teams to streamline handovers, eliminate operational blockers, and close cross-functional gaps.
• Act as the primary point of contact for Mid-Market clients during onboarding, building trusted advisor relationships with stakeholders at all levels.
• Surface customer insights and feedback to influence the product roadmap, particularly for complex restaurant and hospitality clients.
• Manage multiple onboarding workstreams simultaneously, coordinating cross-functional resources to ensure timely delivery and successful adoption outcomes.
• Adapt onboarding approaches based on individual customer needs, offering tailored guidance that aligns with their operational goals and financial targets.
• Take ownership of improving internal processes to increase efficiency, reduce friction, and enhance the overall customer experience.
• Maintain a startup mindset by thriving in fast-paced, ambiguous environments, taking initiative to resolve issues quickly, and maintaining momentum under pressure.
• Collaborate with UK-based teams and occasionally engage with clients onsite, with hybrid work expectations of 2–3 days per week in the Holborn office.
• Contribute to building a world-class onboarding function that scales with Nory’s rapid growth following its Series B funding round.
• Drive operational excellence by implementing structured methodologies that improve consistency, reduce waste, and increase customer retention.
• Serve as a voice of the customer within Nory, translating real-world restaurant operational challenges into actionable product and process improvements.

🎯 Requirements

• Multi-year experience in SaaS onboarding, specifically managing complex Mid-Market accounts end-to-end.
• Proven experience working with hospitality or restaurant clients.
• Strong project management skills with a track record of managing multiple workstreams and delivering time-to-value outcomes.
• Exceptional communication and stakeholder management abilities, with experience acting as a trusted advisor to customers.
• Demonstrated ability to build and refine scalable SOPs, playbooks, and documentation to support process growth.
• Startup mindset: comfortable in fast-paced, ambiguous environments; thrives on initiative, multitasking, and pressure.

🏖️ Benefits

• Meaningful equity — everyone at Nory is an owner.
• 35 days of paid leave per year, including bank holidays.
• Comprehensive private health insurance via Axa.
• Enhanced parental leave and baby loss support.
• £1,000 annual learning & development budget plus quarterly book budget.
• £250 home office workspace budget.
• Regular team offsites and socials.
• Hybrid work model with 2–3 days per week in the Holborn office.

Skills & Technologies

Senior

Remote

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Nory AI, Inc.

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About Nory AI, Inc.

Nory AI, Inc. builds an AI-driven platform that helps product and engineering teams generate, manage, and operationalize product requirements, user stories, and technical specs. The platform ingests existing product docs, tickets, and roadmaps to produce structured requirements, acceptance criteria, and test cases, and offers integrations with issue trackers (e.g., Jira) and collaboration tools to synchronize artifacts. Nory emphasizes traceability from high-level goals to implementation tasks, automated prioritization signals, and exportable templates to reduce manual requirements work. The company targets startups and mid‑size engineering organizations seeking to speed discovery, reduce rework, and improve alignment between product and engineering.

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