Head of Customer (US)

We have big plans for North America as our primary growth engine - and we9re hiring a Head of Customer to own the entire post-sale journey here. You9ll 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 - you9ll be part of an early stage team, inside of a well-funded, high-growth AI start-up. If that9s the kind of challenge that excites you - we9d love to hear from you! Location: New York City / Hybrid - 2-3 days a week in our NYC hub or onsite with customers. What you9ll be doing: Today, Customer Success and Implementation run as separate global disciplines at Nory. That 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. We9re 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. You9ll 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 you9ll 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, QBR drafting and implementation project admin, so your people are deployed only on the conversations and decisions that genuinely need a human. You9ll be hands-on building that. It9s 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 you9re 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, phased rollout, change management with people who run physical operations on thin margins. - Instrument delivery: Define and measure time-to-live and time-to-value properly, then move them. Today both are measured inconsistently; that9s yours to fix. - Be in the room on the hard ones: You won9t run implementations as a project manager, but you9ll be personally close to the complex and strategic rollouts. Build the AI-first operating model: - Wire it yourself: Design and stand up the AI-first post-sale stack across both halves of the journey - health scoring, risk flagging, renewal prep, QBR drafting, project admin, readiness checks, status reporting. We have no CS Ops, PS Ops or enablement function; assume you9re doing the wiring. - Decide what humans do: Form and defend a point of view on what agents handle, what stays human, and what AI should never touch. - Grow the book without growing headcount linearly: Make leverage, not hiring, the first answer to scale. Build and coach the team: - Manage from day one: Directly lead the US post-sale team, including an onboarding player-manager. - Design the org: Decide the shape as the book grows - whether a team lead layer goes in, how the book is segmented and covered, what order you hire in and what triggers each hire. - Build the Enterprise motion: Work out what Enterprise post-sale needs that Mid-Market doesn9t, and staff it as traction lands. Work across the business: - Partner with US Sales: Own handover quality and expectation-setting at the point of sale, and feed references and advocates back into the growth flywheel. - Carry the voice of the US customer: Run the feedback loop into a UK-based Product org, and the US expansion and churn reporting that feeds global VOC. - Stay joined up with UK&I: Keep tooling, playbooks and standards aligned across regions without slowing yourself down. What you9ll bring: You think in customer journeys, not departments. You9ve built the thing rather than travelled with it. And you believe AI changes what a post-sale team can deliver, because you9ve already proved it somewhere. - You9ve owned both halves. You9ve run implementation or professional services and customer success for the same book - and designed the handover between them, rather than managing it by meeting. - Real implementation complexity. You9ve built or substantially rebuilt an implementation function for an operationally complex product: integrations, data migration, multi-site rollout, change management. Methodology, scoping, governance, time-to-live measurement - not a configuration wizard or an onboarding checklist. - You9ve carried a retention or expansion number. GRR/NRR has been yours to forecast and move, and you can explain what you did and what didn9t work. - You9ve built AI into how a team actually works. Not a tool you bought or a pilot you ran - workflows you designed and shipped, and what they did to throughput, book-per-head or quality. You can walk us through what you personally built. - You9ve managed and developed post-sale ICs directly, including taking at least one person through the step from IC into leadership. - You9ve operated at our stage. B2B SaaS, Series B to Series D - somewhere the post-sale org looked materially different when you left than when you arrived. - Operator credibility. You9re comfortable in front of founders, COOs, CFOs and Ops Directors, framing the conversation in their operational and financial terms - including mid-rollout, when sites are disrupted and the timeline has slipped. - Hands-on by instinct. You take escalations, you join customer calls, and you don9t wait for headcount before you build. Nice to have: - Hospitality, restaurant, retail, multi-site or field operations exposure - anywhere you9ve been close to physical operations. - Experience defining an Enterprise post-sale motion from scratch. What you9ll get in return: - Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner! - Private health, dental, and vision insurance - 401k with company match up to 4% - 35 days paid time off, including public holidays - 16 weeks paid parental leave for birthing parent, and 4 weeks of paid leave for non-birthing parent - $1,000 annual personal development budget + quarterly book budget - $250 home office workspace budget - Frequent travel to London and Dublin and regular offsites & socials - And much more