Head of Customer

Let's fix hospitality, for good.

Running restaurants in the US is brutal - margins are razor thin, waste is high, and teams are stretched to the limit. But it doesn’t have to be this hard. That’s why we built Nory.

Our CEO, Conor, knows the pain first‑hand. After founding and scaling Mad Egg in Ireland, he got tired of juggling “market‑leading” systems, clunky spreadsheets, and endless printouts. So he built the tool he wished he’d had from day one.

Nory is the all‑knowing restaurant management system. It blends real‑time data with AI predictive analytics, giving operators control of their margins. From food prep to forecasting, it’s operational intelligence that helps restaurants run with consistency, certainty, and profit. The result? Thriving restaurants, better jobs, less waste, stronger margins.

And we’re just getting started. Fresh off a Series B led by Kinnevik and Accel, we’ve grown to 100+ people across Ireland, the UK, and Spain - and now we’re bringing Nory to the US.

We have big plans for North America as our primary growth engine - and we're hiring a Head of Customer to own the entire post‑sale journey here. You’ll be an intrinsic part of our early market expansion - building the post‑sales journey (alongside the rest of the Founding US CS/Onboarding team), and being overall responsible for the success of our US customers.

Essentially - you’ll be part of an early stage team, inside of a well‑funded, high‑growth AI start‑up. If that’s the kind of challenge that excites you - we’d love to hear from you!

Location: New York City / Hybrid - 2–3 days a week in our NYC hub or onsite with customers.

Today, Customer Success and Implementation run as separate global disciplines t means nobody owns the US customer journey end to end - and the seam between going live and growing an account is exactly where value is won or lost. We're fixing that by putting one senior leader in New York with the whole thing: implementation through adoption, renewal and expansion, for our most important market.

The US post‑sale function is brand new. There are people, accounts, and two brand new disciplines to figure out. You'll work with the team to design the operating model, write the implementation methodology, build the handover between the two halves, and grow the org around it, against a book planned to grow several times over in the next two years.

And you'll do it AI‑first. Not as a bolt‑on, and not as a pilot at the edges: agents and automation carrying health scoring, usage monitoring, risk flagging, renewal prep, Q  drafting and implementation project admin, so your people are deployed only on the conversations and decisions that genuinely need a human. You'll be hands‑on building that. It's the part of the job we care most about.

If you want the whole post‑sale journey in one market rather than a slice of it globally - and you're energised rather than daunted by the fact that none of it exists yet - this is your table.

Own the end‑to‑end US customer journey:

• One owner, one journey: Take single accountability for US customer outcomes from Closed Won through implementation, go‑live, adoption, renewal and expansion - and for the seams between each stage, which is where most post‑sale value leaks.

• Own the commercial number: Own US gross and net revenue retention, with the forecast, the review cadence and the account reviews behind it.

• Be first and last line in‑market: Take US escalations and strategic at‑risk accounts personally, so problems get solved locally instead of arriving late and transatlantic.

Build and run implementation:

• Design the methodology: Build how we scope, tier, resource and govern implementations for multi‑site hospitality operators — integrations, data migration,…