Customer Success Strategist

4 weeks ago

London, Greater London, United Kingdom Nory Full time
About the Role

We are seeking a seasoned Sr. Customer Success Manager to lead our efforts with mid-market and enterprise customers, ensuring they have a seamless experience throughout their Nory journey.

This is a full-cycle role, encompassing initial engagement, implementation, ongoing relationship management, and renewal processes. You will work closely with internal teams and clients in and around London, requiring 2-3 days of travel per week.

  • Manage complex implementation projects, defining schedules, and coordinating resources to maximize Time to Value.
  • Establish and maintain strong relationships with executive stakeholders and functional leads, acting as a trusted advisor and driving growth in their business.
  • Provide mentorship to Customer Success Specialists and Managers, sharing your expertise and knowledge about Nory.
  • Work with product teams to identify and resolve issues, synthesizing customer feedback to inform product decisions.
  • Drive customer renewals, upselling, and cross-selling by ensuring customers receive ongoing value from Nory.
  • Develop and execute strategic account plans, collaborating with Sales and Marketing teams.

This role demands a customer-obsessed mindset, delivering maximum value to our most valuable enterprise customers.

About You

We're looking for someone with 5+ years of SaaS experience, preferably in the hospitality industry. You should have a healthy curiosity in technology, be a self-starter, and thrive in complex cross-functional roles.

  • 5+ years of SaaS industry experience, preferably in hospitality.
  • Healthy curiosity in technology, ability to quickly comprehend technology interfaces.
  • Self-starter, defaults to finding solutions to problems.
  • Eager to build and drive impact on a critical team.
  • Thrives in complex cross-functional roles requiring collaboration with multiple teams.

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