NORNORM is a fast-growing circular scale-up redefining the workspace industry through a subscription model that’s better for people, businesses, and the planet. As we continue to scale across Europe, we’re looking for a commercially driven Customer Success Manager to join our UK team.
This is a commercial role first and foremost. You’ll own the customer relationship after the sale, but the goal is growth, not just satisfaction: expanding accounts, driving upsell, deepening key relationships, and turning happy customers into a source of new revenue. You’ll take ownership of the customer journey from handover through to long-term retention and expansion.
What you’ll be doing
Commercial growth & retention
- Monitor customer health, proactively reduce churn risk, and identify opportunities for upselling and expansion
- Build and develop strategic relationships with landlords, workplace consultants, brokers, and technology partners
- Conduct regular business reviews to uncover new commercial opportunities within existing accounts
- Represent NORNORM in commercial discussions, turning satisfied customers into long-term ambassadors and referrals
Delivery & customer experience
- Build strong, long-term relationships with customers and act as a trusted advisor throughout their journey
- Lead seamless onboarding and ensure customers quickly realise the value of partnering with NORNORM
- Ensure excellent execution across delivery, installation, onboarding, and ongoing service, coordinating both blue and white collar teams to get it right
- Maintain high-quality customer data and pipeline visibility in our CRM systems (Planhat and Pipedrive)
- Use data, experimentation, and structured problem-solving to improve customer outcomes and business performance
Is this role for you?
- Have a BSc or MSc degree - either as a newly gradate or with a few years of professional experience in Customer Success, Account Management, Commercial Operations, or a similar customer-facing role
- Have a background in or familiarity with CSR, sustainability, or the commercial real estate and workplace industry, or subscription companies.
- Are driven and hungry to deliver results, this is a commercial role and revenue growth is part of the job, not a side effect of good service
- Are comfortable moving from a spreadsheet to a strategy deck to an external pitch, and just as comfortable in a stakeholder meeting as you are on-site
- Are fluent and confident in English, written and spoken
What we’re looking for
- Drive, and hungry to deliver results
- Service-minded with a strong commercial mindset
- Experience from customer-facing roles
- Data-driven with an experimental mindset, strong in both analytics and commercial creativity
- Confident working cross-functionally, from spreadsheet to strategy deck to external pitch
- Socially talented, comfortable managing both blue and white collar workers
- Comfortable navigating complex stakeholder relationships
We value flexibility, but please note that this is an office-first role with an expectation of being on-site at least four days per week in London.
Why join NORNORM?
Joining NORNORM means being part of something bigger: scaling circularity across the workspace industry while growing in an environment that values curiosity, courage, and collaboration. We’re a purpose-driven company with strong values: we care, we dare, we do, we make simple easy. These principles shape how we work, how we grow, and how we support each other. In addition, we offer:
- Real responsibility and ownership from your first day
- A unique hybrid role where you’ll influence customer success, commercial growth, relationships, and operations
- The opportunity to shape how one of Europe’s most ambitious circular scale-ups serves and grows its customer base
- A high-trust culture where initiative is rewarded
If you’re excited by variety, thrive in a scale-up environment, and want to combine commercial thinking with exceptional customer experiences, we’d love to hear from you.
