Commercially Driven Customer Success Manager - London

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?

We imagine that 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.

A note on your application

We run a structured recruitment process and review all candidates based on their application. You don't need a flawless CV or a perfectly polished application. We value authenticity and would much rather hear your own voice than something overly scripted.

Please apply via the application form and include a short cover letter outlining your motivation for the role.

If you have any practical questions about the role or the process, you are welcome to contact our external recruiter, Christos Voglis, who is supporting us in this hiring process: christos.voglis@conpassio.com.

To ensure a fair and consistent process for all candidates, we are not able to offer individual introductory calls or informal conversations outside the application process.