NORNORM
Commercially Driven Customer Success Manager - London
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Customer Success Manager – Commercial Growth & Retention (UK Based)
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, with the primary goal of growth—not just satisfaction—expanding accounts, driving upsell, deepening relationships, and turning happy customers into a source of new revenue. You’ll take ownership of the customer journey from handover through long-term retention and expansion.
Key Responsibilities
Commercial Growth & Retention
- Monitor customer health and proactively reduce churn risk while identifying opportunities for upsell 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, acting 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-collar and white-collar teams.
- 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.
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Is This Role for You?
We are looking for candidates who:
- Have a BSc or MSc degree, either as a new graduate or with a few years of professional experience in Customer Success, Account Management, Commercial Operations, or a similar customer-facing role.
- Bring a background in—or familiarity with—CSR, sustainability, commercial real estate, the workplace industry, or subscription companies.
- Are driven, hungry to deliver results, with a commercial mindset—revenue growth is core to this role, not just a by-product of good service.
- Excel seamlessly between spreadsheets, strategy decks, external pitches, stakeholder meetings, and on-site work.
- Are proficient and confident in English, both written and spoken.
What We’re Looking For
- A commercially minded service professional with experience in customer-facing roles.
- Data-driven, with an experimental mindset, strong in both analytics and creative commercial thinking.
- Comfortable working cross-functionally, from spreadsheets to strategy decks to external pitches.
- Building and maintaining relationships with a range of stakeholders, including both blue-collar and white-collar workers.
- Ability to navigate complex stakeholder relationships effectively.
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Office & Hybrid Arrangement
While we value flexibility, this is an office-first role with an expectation of being on-site in London at least four days per week.
Why Join NORNORM?
Joining NORNORM means being part of a mission to scale circularity in the workspace industry while growing in an environment that values curiosity, courage, and collaboration. Our purpose-driven values—"we care, we dare, we do, we make simple easy"—define how we work, grow, and support each other.
Key Benefits Include:
- Real responsibility and ownership from day one.
- A unique hybrid role influencing customer success, commercial growth, relationship-building, and operations.
- The opportunity to shape how one of Europe’s most ambitious scale-ups serves and grows its customer base.
- A high-trust culture where initiative is rewarded.
About Us
NORNORM uses circularity to transform how the world works—helping businesses reduce costs, waste, and emissions while creating wildlife-friendly workplaces.
How to Apply
Apply with a short cover letter outlining your motivation for the role via our application form.
Questions? You may contact our recruiter, Christos Voglis, at christos.voglis@conpassio.com.
Please note: We run a structured recruitment process and review all applications based on authenticity. A perfectly polished application isn’t required—we value your voice and would much rather hear your story. We’re not able to offer introductory calls outside the process.
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