Onboarding Manager, SaaS Implementation & Customer Success
Overview
You will own the full onboarding journey for Nory's SMB restaurant customers in the US, from post-sale handover through go-live and transition to Customer Success. You'll run high-volume parallel onboardings, driving fast time to value and ensuring long-term adoption. Working with the Founding Onboarding Manager, you'll apply and refine the SMB onboarding playbooks. You'll coordinate with Sales, Customer Success, and Support to keep handovers smooth, and surface customer insights to shape the product. This role is based in New York, requiring 2–3 days per week in the office or onsite with customers. You'll experiment with AI tools to streamline tasks and share best practices across the team.
What You'll Do7
- 1Own the full onboarding journey for SMB customers, from post-sale handover to go-live and transition to Customer Success & Support.
- 2Drive fast time to value by running a high volume of onboardings in parallel, keeping projects on track and customers moving toward go-live without sacrificing quality.
- 3Ensure successful adoption by understanding each customer's goals, educating on best practice, and setting them up for long-term value from Nory.
- 4Follow and improve the playbook by using Nory's SMB onboarding playbooks and SOPs consistently, and feed back real-world learnings to evolve them.
- 5Coordinate cross-functionally with Sales, Customer Success, and Support to keep handovers smooth and remove blockers for customers.
- 6Voice customer insights and common pain points to help shape the product and onboarding process.
- 7Use AI to drive efficiency by experimenting with AI tools to streamline tasks, cut manual work, and speed up time to value, then share what works.
Requirements8
- 12-4 years of experience in Onboarding, Implementation, or Customer Success within SaaS, ideally with SMB customers.
- 2Experience with hospitality or restaurant clients is a strong plus.
- 3Strong project management skills to juggle a high volume of onboardings at once, stay organized, and keep customers moving toward go-live.
- 4Clear and confident communication to build trust with customers and stakeholders quickly.
- 5Customer value driver: adapt approach to each customer, offer best practice guidance, and set them up for long-term success.
- 6Comfortable with ambiguity, multitask effectively, and remain calm under pressure.
- 7Thrive in a fast-paced, early-stage environment, move quickly, and take initiative to maintain momentum.
- 8Coachable and process-driven: energized by following a proven playbook well while spotting opportunities to improve it.
Salary Insight
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