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About the Role
NORNORM is seeking a commercially driven Customer Success Manager to own the customer relationship post-sale, focusing on account expansion, upsell, and revenue growth. The role involves managing the customer journey from handover through to long-term retention and expansion.
Responsibilities
- Monitor customer health and proactively reduce churn risk.
- Identify opportunities for upselling and expansion within existing accounts.
- Build and develop strategic relationships with landlords, workplace consultants, brokers, and technology partners.
- Conduct regular business reviews to uncover new commercial opportunities.
- Represent NORNORM in commercial discussions to foster customer advocacy and referrals.
- Build strong, long-term relationships and act as a trusted advisor.
- Lead seamless onboarding to ensure customers quickly realize value.
- Ensure excellent execution across delivery, installation, onboarding, and ongoing service.
- Coordinate blue and white collar teams for effective service delivery.
- Maintain high-quality customer data and pipeline visibility in CRM systems (Planhat and Pipedrive).
- Use data, experimentation, and structured problem-solving to improve customer outcomes and business performance.
Requirements
- BSc or MSc degree, with potential for newly graduates or those with a few years of experience.
- Experience in Customer Success, Account Management, Commercial Operations, or similar customer-facing roles.
- Background in or familiarity with CSR, sustainability, commercial real estate, workplace industry, or subscription companies.
- Driven and hungry to deliver results, with a focus on revenue growth.
- Comfortable moving between different tasks: from spreadsheets to strategy decks to external pitches.
- Comfortable in stakeholder meetings and on-site.
- Fluent and confident in English, both written and spoken.
- Service-minded with a strong commercial mindset.
- Data-driven with an experimental mindset, strong in analytics and commercial creativity.
- Confident working cross-functionally.
- Socially talented, comfortable managing both blue and white collar workers.
- Comfortable navigating complex stakeholder relationships.
Skills
- Customer Success
- Account Management
- Commercial Operations
- Customer Relationship Management
- Sales
- Upselling
- Retention
- Business Development
- Data Analysis
- Problem-Solving
- Communication
- Stakeholder Management
- Project Management
- CRM (Planhat, Pipedrive)
Location
- London
Work Type
- Office-first
- Hybrid
Experience Level
- Entry-level
- Mid-level
Education Level
- BSc
- MSc
Benefits
- Real responsibility and ownership from your first day
- Unique hybrid role influencing customer success, commercial growth, relationships, and operations
- Opportunity to shape customer service and growth strategies
- High-trust culture where initiative is rewarded
About the Company
- NORNORM is a fast-growing circular scale-up redefining the workspace industry through a subscription model.
- The company is scaling across Europe.
- NORNORM is a purpose-driven company with strong values: we care, we dare, we do, we make simple easy.
- Conpassio Executive Search & Interim combines experience, networks, and passion to match the right person with the right role.
- Conpassio delivers leaders and key talents who strengthen organizations from day one.
- Conpassio builds bridges between people and opportunities – where success grows together.