What you'll do:

Reporting to our Founding Onboarding Manager, you'll own onboarding for our SMB customers in the US - getting them live quickly, driving adoption, and delivering a fantastic first experience of Nory.

You'll work with the onboarding playbooks and processes the Founding Onboarding Manager is building, applying them day to day, giving feedback on what's working, and eventually help refine and build new processes as the SMB segment scales.

If you love customer relationships, get a thrill out of helping customers adopt technology successfully, and want to be part of building the future of hospitality tech, we'd love to meet you.

Your responsibilities:

• Own SMB onboardings: Manage the full onboarding journey for SMB customers, from handover post-sale through go-live and transition to Customer Success & Support.
• Drive fast time to value: Run a high volume of onboardings in parallel, keeping projects on track and customers moving toward go-live without sacrificing quality.
• Ensure successful adoption: Understand each customer's goals, educate on best practice, and set them up to get long-term value from Nory.
• Follow and improve the playbook: Use Nory's SMB onboarding playbooks and SOPs consistently, and feed back real-world learnings to help evolve them as the team grows.
• Coordinate cross-functionally: Partner closely with Sales, Customer Success, and Support to keep handovers smooth and remove blockers for customers.
• Voice of the customer: Surface SMB customer insights and common pain points to help shape our product and onboarding process.
• Use AI to drive efficiency: Actively experiment with AI tools to streamline onboarding tasks, cut manual work, and speed up time to value, then share what works so it can be adopted across the wider onboarding function.

What you'll bring:

You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You're looking to build your onboarding career inside a fast-moving, early-stage team.

• Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently. You are comfortable with ambiguous environments, multitask effectively, and remain calm under pressure.
• SaaS onboarding experience: You have 2 to 4 years of experience in Onboarding, Implementation, or Customer Success within SaaS, ideally working with SMB customers.
• Hospitality background: Experience working with hospitality or restaurant clients is a strong plus.
• Communication skills: You communicate clearly and confidently, building trust with customers and stakeholders quickly.
• Strong project management: Able to juggle a high volume of onboardings at once, stay organised, and keep every customer moving toward go-live.
• Customer value driver: You adapt your approach to each customer, offering best practice guidance and setting them up for long-term success.
• Coachable and process-driven: You're energised by following a proven playbook well, while still spotting opportunities to improve it as you go.

How we work:

Our vision is to build a better future for the restaurant industry.

One where operators are in control, margins are stronger, and frontline teams can build careers they're proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win - together.

These are the values we live by:

We serve up impact with a side of profit
We prioritise work that delivers real financial results for our restaurant partners.

We prioritise speed of service
We move fast, unblock quickly, and deliver with urgency.

We act like owners
We own problems, raise the bar, and build better every day.

We win as a crew
We grow stronger through feedback, collaboration, and shared wins.

We hire humans.

What you'll get in return

Competitive salary range

Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner!

401k with company match up to 4%

20 days paid time off, plus public holidays

Private health, dental, and vision insurance with 100% employee cover and 50% dependent cover

12 weeks paid parental leave for birthing parent, 4 weeks of paid leave for non-birthing parent and baby loss support

$1,000 annual personal development budget + quarterly book budget

$250 home office workspace budget

Regular travel to London or Dublin, or for team offsites (we're heading to Lisbon in October)

And much more