Implementation Manager

Let's fix hospitality, for good. Running restaurants in the US is brutal - margins are razor thin, waste is high, and teams are stretched to the limit. 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 tired of juggling "market-leading" systems, clunky spreadsheets, and endless printouts. So he built the tool he wished he'd had from day one. Nory is the 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, stronger margins. And we're just getting started. Fresh off a Series B led by Kinnevik and Accel, we've grown to 100+ people across Ireland, the UK, and Spain - and now we're bringing Nory to the US. Please note: This is a New York-based role, requiring 2-3 days per week either in our office or onsite with customers in and around New York. What you'll do: Reporting to our Founding Onboarding Manager, you'll own onboarding for our SMB customers in the US - getting them live quickly, driving adoption, and delivering a fantastic first experience of Nory. You'll work with the onboarding playbooks and processes the Founding Onboarding Manager is building, applying them day to day, giving feedback on what's working, and eventually help refine and build new processes as the SMB segment scales. If you love customer relationships, get a thrill out of helping customers adopt technology successfully, and want to be part of building the future of hospitality tech, we'd love to meet you. Your responsibilities: Own SMB onboardings: Manage the full onboarding journey for SMB customers, from handover post-sale through go-live and transition to Customer Success & Support. Drive fast time to value: Run a high volume of onboardings in parallel, keeping projects on track and customers moving toward go-live without sacrificing quality. Ensure successful adoption: Understand each customer's goals, educate on best practice, and set them up to get long-term value from Nory. Follow and improve the playbook: Use Nory's SMB onboarding playbooks and SOPs consistently, and feed back real-world learnings to help evolve them as the team grows. Coordinate cross-functionally: Partner closely with Sales, Customer Success, and Support to keep handovers smooth and remove blockers for customers. Voice of the customer: Surface SMB customer insights and common pain points to help shape our product and onboarding process. Use AI to drive efficiency: Actively experiment with AI tools to streamline onboarding tasks, cut manual work, and speed up time to value, then share what works so it can be adopted across the wider onboarding function. What you'll bring: You bring structure to chaos, confidence to complexity, and empathy to every customer touchpoint. You're looking to build your onboarding career inside a fast-moving, early-stage team. Startup mindset: 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. SaaS onboarding experience: You have 2 to 4 years of experience in Onboarding, Implementation, or Customer Success within SaaS, ideally working with SMB customers. Hospitality background: Experience working with hospitality or restaurant clients is a strong plus. Communication skills: You communicate clearly and confidently, building trust with customers and stakeholders quickly. Strong project management: Able to juggle a high volume of onboardings at once, stay organised, and keep every customer moving toward go-live. Customer value driver: You adapt your approach to each customer, offering best practice guidance and setting them up for long-term success. Coachable and process-driven: You're energised by following a proven playbook well, while still spotting opportunities to improve it as you go. 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 diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. Your individuality matters, and we're committed to creating an inclusive workplace where everyone can thrive. What you'll get in return Competitive salary range Meaningful equity with standard 4-year vesting and 1-year cliff - at Nory everyone is an owner! 401k #J-18808-Ljbffr