Nory
Senior Onboarding Manager (Mid-Market)
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Senior Onboarding Manager (Mid-Market) – Restaurant Hospitality Tech
Let’s fix hospitality, for good.
Hospitality is tough—margins are thin, waste is high, and teams are stretched. 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 grew frustrated with juggling “market-leading” systems, clunky spreadsheets, and endless printouts. So he set out to build the tool he wished he’d had from day one.
Nory is an 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, and healthier margins.
Now, with demand growing faster than we imagined—and a recent Series B led by Kinnevik—we’re scaling fast. A team of 85+ now spans Ireland, the UK, Spain, and the US, and we’re just getting started. We’re hiring a Senior Onboarding Manager (Mid-Market) to join our Customer Success team.
Location
Ideal: London or Hybrid (2 days onsite/week) Flexible for standout candidates: UK-wide or Dublin-based (remote)
About the Role
You’ll join Nory’s UK team as our Senior Onboarding Manager, shaping the customer journey for our Mid-Market customers. Your mission? Get them up and running quickly, shrink the time to value, and help scale an industry-leading onboarding function as we expand.
If you love customer relationships, thrive on helping clients adopt tech successfully, and want to build the future of hospitality tech—we want to meet you.
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Responsibilities
- Own the onboarding journey: Lead customers from pre-sales through rollout, ensuring a seamless handover to Customer Success & Support.
- Drive adoption and retention: Align with customer strategy, educate on best practices, and deliver projects designed for long-term product success.
- Deliver exceptional projects: Master project and stakeholder management, minimizing time to value while keeping the customer experience outstanding.
- Build scalable playbooks: Formalize SOPs and create documentation to grow our Mid-Market onboarding function.
- Bridge departments: Work closely with Sales, Product, and Support to smooth handovers, remove blockers, and align priorities.
- Voice of the customer: Surface insights that shape the product roadmap—helping us elevate service for high-complexity accounts.
Requirements
You bring structure amid chaos, confidence in complexity, and empathy to every touchpoint. You’re skilled at designing—and continually improving—customer onboarding programs.
- Startup mindset: Fast-paced, agile, and solution-oriented. You thrive in ambiguity, stay calm under pressure, and multiply with responsibility.
- SaaS onboarding expertise: Multi-year track record in end-to-end SaaS onboarding, especially with complex Mid-Market accounts.
- Hospitality affinity: Familiarity with pubs, restaurants, or similar operators is a plus.
- Communication & relationship-building: A natural trusted advisor who fosters strong stakeholder relationships.
- Project management prowess: Ability to juggle priorities, coordinate teams, and deliver impactful adoption results.
- Customer success DNA: Adaptable, strategic, focused on long-term value—not just technical rollout.
- Process-minded: Experience building SOPs, automating workflows, and continuously refining customer and operational excellence.
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Nice-to-have bonuses:
- Tools/methodologies for customer onboarding.
- Background in consulting or digital transformation.
- Experience with large-scale change management.
What You’ll Gain
📈 Meaningful equity: At Nory, everyone is an owner. 🌴 35 days paid leave (plus bank holidays). 🏥 Comprehensive private healthcare via Axa. 🍼 Enhanced parental leave + baby loss support. 📚 Learning & development culture: £1,000 annual learning budget + quarterly book perk. 🖥️ £250 home office stipend. 🥳 Frequent team offsites & socials. 📍 2-3 days remote; 2-3 days at our Holborn office. 👏 Plus more. (Because we know talent deserves it.)
Our Approach
Our mission? To build a better future for hospitality. Stronger margins. Smarter operators. Frontline teams with good careers.
To get there, we:
- Prioritise impact + profit.
- Move with speed.
- Raising the bar daily.
- Grow stronger through collaboration.
We hire humans—prioritizing what you bring over a checkbox list.
At Nory, diverse perspectives build stronger teams. We welcome applicants of all backgrounds and identities. No discrimination based on gender, ethnicity, sexual orientation, religion, family status, age, disability, or race. If you need accommodations to shine in the interview, let us know.
Ready to help restaurants run profitably, with less stress? We’d love to work with you. 🚀
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