Onboarding Manager (US)

About the role

Nory is actively seeking an Onboarding Manager (US) to join our founding team and take ownership of the most critical moments in our customers' journey. In this role, you will be the primary architect of success for our SMB customers in the United States, ensuring they move smoothly from purchase to proficient use of the Nory platform. You will own the complete onboarding lifecycle, from the initial handover after sale through to go-live and the transition into ongoing Customer Success, guaranteeing that new users achieve their first meaningful value quickly. The position requires a high level of ownership, where you will not just execute but also analyze, refine, and ultimately build the onboarding playbooks that define our standards as we scale. You will be the direct voice of the customer within the product and operations teams, using your insights to shape the future of our hospitality tech. If you thrive in fast-paced, early-stage environments and are passionate about building processes from the ground up, this is your opportunity to have a direct impact on the adoption and success of our AI-driven restaurant management system.

Key facts

What you'll do

• Own SMB onboardings end-to-end, managing the full journey from post-sale handover through go-live and transition to Customer Success & Support.
• Drive fast time to value by running a high volume of onboardings in parallel while keeping projects on track and ensuring customers reach their goals without sacrificing quality.
• Ensure successful adoption by deeply understanding each customer's specific goals, educating them on best practices, and setting them up to extract long-term value from Nory.
• Follow and improve the onboarding playbook by consistently applying Nory's SMB onboarding SOPs and providing real-world feedback to help evolve and refine processes as the segment scales.
• Coordinate cross-functionally with Sales, Customer Success, and Support teams to ensure smooth handovers and actively remove any blockers that prevent customers from succeeding.
• Act as the voice of the customer by surfacing SMB insights and common pain points to influence product development and enhance the overall onboarding experience.
• Use AI tools strategically to streamline repetitive tasks, cut manual work, and accelerate the path to value, then document and share effective methods for company-wide adoption.
• Build and maintain strong customer relationships by communicating clearly, managing expectations, and demonstrating the reliability and integrity of the Nory platform.
• Monitor onboarding metrics and identify bottlenecks, proposing data-driven solutions to improve efficiency and reduce time to proficiency for new users.
• Contribute to the creation of training materials and resources that empower customers to utilize the full capabilities of the Nory system confidently.
• Support the scaling of the onboarding function by helping to define standard operating procedures that ensure consistency and quality as headcount grows.
• Collaborate with the Founding Onboarding Manager to test, iterate, and document best practices that can be replicated across new hires and customer segments.
• Maintain a high level of professionalism and ownership, acting as a trusted advisor to restaurant operators who are integrating technology into their core business.
• Proactively identify risks or issues in the rollout process and escalate appropriately to ensure minimal disruption to the customer's operations.
• Champion the Nory values in every interaction, reinforcing a culture of impact, speed, and ownership for both internal and external stakeholders.

Requirements

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

• 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.
• You have 2 to 4 years of experience in Onboarding, Implementation, or Customer Success within SaaS, ideally working with SMB customers.
• Experience working with hospitality or restaurant clients is a strong plus.
• You communicate clearly and confidently, building trust with customers and stakeholders quickly.
• You are able to juggle a high volume of onboardings at once, stay organised, and keep every customer moving toward go-live.
• You adapt your approach to each customer, offering best practice guidance and setting them up for long-term success.
• You are energised by following a proven playbook well, while still spotting opportunities to improve it as you go.
• You have a startup mindset and understand the importance of operating with the constraints and realities of an early-stage company.
• You are comfortable using technology and tools to automate and improve repetitive processes.
• You have strong analytical skills and can interpret data to drive operational improvements.
• You are a proactive communicator who updates stakeholders regularly and ensures alignment across teams.
• You have the ability to manage multiple priorities and deadlines without sacrificing attention to detail.
• You are committed to maintaining the high standards of quality that Nory is known for.
• You are comfortable working remotely or in a hybrid model, requiring 2-3 days per week in the New York office or onsite with customers.

Nice to have

• Hospitality background with direct experience in restaurant operations or management.
• Familiarity with restaurant management software, POS systems, and inventory tools.
• Experience building processes or SOPs from scratch in a growing company.
• Previous exposure to AI tools and a track record of leveraging technology to improve workflows.
• A background in coaching or training adult learners in a professional setting.

Practical notes

This New York-based role requires 2-3 days per week either in our office or onsite with customers in and around New York.