Job Description

is a fast-growing circular scale-up redefining the workspace industry through a subscription model that's better for people, businesses, and the planet.

We’re now opening a new market in the Munich area and are looking for a commercially driven Customer Success Manager to help build our presence in the region.

This is a commercial role first and foremost. You’ll own and grow customer relationships after the sale, but in a new market, your role goes beyond traditional Customer Success. You’ll help build our local network, develop commercial relationships and turn great customer experiences into expansion, referrals and new business.

As our customer base grows, 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

• Grow existing customer relationships and identify opportunities for upselling and expansion
• Help build NORNORM’s network across the Munich workspace ecosystem, including landlords, workplace consultants, brokers and other relevant partners
• Conduct regular business reviews to uncover new commercial opportunities within existing accounts
• Monitor customer health and proactively reduce churn risk
• Turn satisfied customers into long-term ambassadors, referrals and new commercial opportunities
• Represent NORNORM locally and help establish our presence in the Munich market

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 across internal teams and external partners
• Maintain high-quality customer data and pipeline visibility in our CRM systems
• 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 and are either a recent graduate or have a few years of professional experience in Customer Success, Account Management, Commercial Operations or a similar customer-facing role
• Are commercially minded and motivated by building something in a new market
• Are driven and hungry to deliver results — revenue growth is part of the job, not simply a side effect of good service
• Are comfortable building new relationships and getting out into the local business and workspace ecosystem
• 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
• Have a background in or familiarity with sustainability, commercial real estate, the workplace industry or subscription businesses — this is a plus, not a requirement
• Are fluent in German (native or near-native) and confident working in English, both written and spoken (both are non-negotiable).

What we're looking for

• Drive and a strong desire to deliver results
• Service-minded with a strong commercial mindset
• Experience from customer-facing roles
• An entrepreneurial mindset and motivation to help build a new market
• Data-driven with an experimental mindset, combining analytics with commercial creativity
• Confidence working cross-functionally, from spreadsheet to strategy deck to external pitch
• Strong relationship-building skills across different types of stakeholders
• Comfort navigating complex stakeholder relationships

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.

In Munich, you’ll also have the opportunity to help build something from the ground up. You’ll be part of establishing NORNORM in a new market, developing our local customer base and network while having the backing of an established international team across Europe.

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 role combining customer success, commercial growth, relationships and operations
• The opportunity to help establish NORNORM in a brand-new market
• The backing of an international scale-up while building a local business from the ground up
• 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.

Practicalities

This is a Munich-based role. Building a new market means being close to our customers and partners, so you’ll spend time meeting customers, visiting sites and developing relationships across the region.

We value flexibility, but this is not a fully remote role. Success will come from being visible in the market and working closely with customers, partners and the wider NORNORM team.

To apply, you’ll need to have the right to work in Germany, as we’re unfortunately not able to offer visa or relocation support.

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.

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.