We're growing the US customer base every month — and hiring ahead of demand for a CSM who turns new customers and pilots into long-term, expanding accounts.
The US is our fastest-growing market. We have around $700K of ARR live, a good share of it in pilots, and more customers going live every month. Pilots follow our UK playbook: CS and Onboarding working together from day one, so customers see value fast and convert to full rollouts.
With a dedicated US onboarding team now in place, this role is pure Customer Success. We're expanding the US team ahead of demand, so the person we hire can own a growing book from the start, and help shape how US CS runs as it scales.
A top-end mid-market CSM who's keen to get to enterprise, but happy to start with SMB and mid-market accounts and prove it out. Structured and organised by default, thinks in customer value rather than activity, and can be handed something and trusted to run with it. Likely coming from a top hospitality tech product with a strong CS team, a best-in-class SaaS CS team serving similar personas (finance, HR or ops buyers), or an operations or finance background at a multi-site operator before moving into tech.
The US team is early, so the first CSMs set how it works. We want someone who builds systems — and uses automation and AI to cut manual effort — rather than covering gaps with heroics.
A clear, repeatable system for running their book — one that holds up when it gets busy. This is the one thing we won't compromise on.
60 minutes, presentation plus Q&A. Built on the pure CS task we've used before (a dataset, pick out priorities, talk through the approach), pitched slightly higher, plus a timed in-tray with a new urgent item injected midway, and a role-play with a customer who's missed agreed actions and is pushing a feature sales promised. *TBC — final task brief to follow.*
A 30-minute session with James focused purely on Nory's four values — it doesn't re-test anything covered in the HM interview or task. GTM lens: listen for commercial and customer outcomes mentioned unprompted, a bias to keep things moving, and genuine collaboration with sales and onboarding. Full culture stage guide →
For Final: A final conversation with Chris that doesn't re-test earlier stages. We're confirming they're bought into where US CS is heading — a growing book, a path to larger accounts, and helping shape how the team runs — and answering their questions openly so it's a genuine two-way sell.
Very few CSM roles let you join a market this early — with a book that grows every month and real influence over how the team works.
Your book grows as we do. More US customers go live every month, and pilots convert into full rollouts — this is a book that expands with the market.
A path to enterprise. Start with SMB and mid-market, and grow into larger accounts as we land them.
Work that shows up in a P&L. Multi-site operators measure everything in labour cost, food cost and covers — CS impact here is visible in the customer's own numbers, not an adoption metric.
Backed to grow. $60M+ raised, Series B led by Kinnevik, with North America as the priority market.