Role OverviewThe Head of Customer (US) will own the entire post-sale journey for Nory's US customers, building the post-sales journey and being responsible for the success of US customers. The role involves designing the operating model, writing the implementation methodology, and growing the organization around it.
What You Will Do
The Head of Customer (US) will be responsible for owning the end-to-end US customer journey, including implementation, go-live, adoption, renewal, and expansion. They will also own the commercial number, including gross and net revenue retention, and be the first and last line in-market for US escalations and strategic at-risk accounts.
Why It Might Be a Fit
The ideal candidate will have experience building the thing rather than traveling with it, and believe AI changes what a post-sale team can deliver. They will have owned both halves of the customer journey, including implementation and customer success, and have experience building or substantially rebuilding an implementation function for an operationally complex product.
Requirements
- 5+ years of experience in customer success, implementation, or professional services
- Experience building or substantially rebuilding an implementation function for an operationally complex product
- Ability to own both halves of the customer journey, including implementation and customer success
- Experience carrying a retention or expansion number, including GRR/NRR
- Ability to build AI into how a team actually works, including designing and shipping workflows
- Experience managing and developing post-sale ICs directly, including taking at least one person through the step from IC into leadership
Benefits
- Meaningful equity with standard 4-year vesting and 1-year cliff
- Private health, dental, and vision insurance
- 401k with company match up to 4%
- 35 days paid time off, including public holidays
- 16 weeks paid parental leave for birthing parent, and 4 weeks of paid leave for non-birthing parent
- $1,000 annual personal development budget + quarterly book budget
- $250 home office workspace budget
- Frequent travel to London and Dublin and regular offsites & socials
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