Onboarding Manager (SMB)

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 got fed up 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, healthier margins.

Now, with demand growing faster than we imagined, and a recent Series B led by Kinnevik, we’re scaling fast. We’ve grown to a team of 85+ across Ireland, the UK, Spain and the US, and we’re just getting started. We’re now hiring an Onboarding Manager (SMB) to join our Customer Success team.

Please note: This is a London-based role, requiring 2–3 days per week either in our office or onsite with customers in and around London.

What you’ll be doing

You’ll lead onboarding for our small-to-mid-market (SMB) customers, bringing a structured, customer-first approach to ensure fast time to value and long-term adoption. You’ll work across teams to deliver seamless onboarding experiences, influence processes, and help shape the future of our SMB onboarding function.

You’ll collaborate closely with Customer Success, Sales, Product, and Onboarding teams to share insights and continuously improve our approach for SMB customers.

Your responsibilities

• Lead SMB onboardings: Own the full customer journey from post-sales through getting customers active on Nory, owning Hypercare and managing graduation to Customer Success & Support.

• Drive adoption and value: Understand customer goals, educate on best practice, and ensure onboarding projects set clients up for long-term success.

• Manage projects end-to-end: Apply strong project management skills to coordinate workstreams, manage timelines, and ensure a smooth, high-quality customer experience.

• Contribute to playbooks: Help develop and refine onboarding SOPs and documentation to scale the SMB onboarding function.

• Collaborate cross-functionally: Work with Sales, CS, and Product to close gaps, streamline handovers, and remove blockers.

• Voice of the customer: Gather and surface customer insights to inform product improvements and SMB onboarding strategy.

What you’ll bring

You’re proactive, structured, and thrive in fast-paced, startup-style environments. You want to grow into onboarding as a career, bringing initiative, empathy, and problem-solving to every customer interaction.

• SaaS experience: 2–5 years in a SaaS startup/scale-up, ideally in Customer Success, Operations, or Project Management.

• Hospitality or restaurant exposure: Experience working with hospitality clients is highly desirable.

• Communication & stakeholder management: Able to manage customer expectations, hold difficult conversations, and influence internal teams.

• Project management skills: Demonstrated ability to run projects autonomously, manage multiple workstreams, and deliver successful outcomes.

• Drive to build and improve: Experience contributing to playbooks, SOPs, or processes, with the ambition to own and scale them.

• Career ambition in onboarding: Looking to progress to Senior Onboarding Manager or mid-market onboarding manager within the next 2 years.

• Startup mindset: Comfortable with ambiguity, moves quickly, takes initiative, and thrives under fast-paced conditions.

Nice to have

• Exposure to customer onboarding tools (e.g., Rocketlane, Hubspot)

• Experience in hospitality

• Familiarity with change management and process improvement at scale

What you’ll get in return

📈 Meaningful equity, at Nory everyone is an owner!

🌴 35 days of paid leave per year (including bank holidays)

🏥 Comprehensive private health insurance via Axa

🍼 Enhanced parental leave and baby loss support

📚 Learning & development culture – £1000 personal annual budget + quarterly book budget

🖥️ £250 home office workspace budget

🥳 Regular team offsites & socials

📍 Hybrid role with 2-3 days working from our Holborn office

👏 And much more

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.

At Nory, we believe that diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. We do not discriminate based on gender, ethnicity, sexual orientation, religion, family status, age, disability, or race. What matters to us is how you think, how you work, and what you bring to the table. Please let us know if you require any adjustments so you can bring your best self to the interview process.