Commercially Driven Customer Success Manager - London

Commercially Driven Customer Success Manager - London Grow customer relationships into revenue across the UK workspace market. 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: [email protected] . 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. Department Region - UK Locations London Remote status Hybrid London Our success depends on a strong corporate culture We’ve taken on a great challenge: to re-invent the furniture industry. Our mission is to create millions of workspaces that inspire people to do the best work of their lives. And we want our customers to experience that everything we do simply works. Our success will depend partly on external factors, such as market maturity and competitors. But our success will also depend on the corporate culture we manage to build. We define culture as “the beliefs, attitudes and behaviours that determine how we interact as colleagues and as business partners”. Our KEY CULTURAL ASPIRATIONS are: Attracting and keeping highly talented and effective individuals who find that their time at NORNORM is time well spent. Teamwork fuelled by the synergy that comes from constructive contributions between passionate and skilled people who actively seek out each the perspectives of each other. Having the courage and stamina to be a game changer in the furniture industry. OUR CORE VALUES are described as follow: WE CARE WE DARE WE DO WE MAKE SIMPLE - EASY You will help shape our culture. There is work to be done every single day by all of us to continuously build a strong and positive culture. Every person who joins us helps to shape and evolve the culture further. About NORNORM Our vision for the workplace of the future is simple: integrate circularity into its foundation and demonstrate how it can benefit individuals, design, business practices and the environment. Our fully integrated service covers everything from initial workspace design, installation, continuously adapting layouts, to the repair and replacement of all our "better-than-new" pieces. All this to ensure a workspace continuously maximises impact without compromising on it's benefits for people, your business or the planet. Founded in 2020