At a Glance
- Tasks: Drive customer success and commercial growth while building strong relationships.
- Company: Join NORNORM, a fast-growing circular scale-up redefining the workspace industry.
- Benefits: Real responsibility, ownership, and a high-trust culture from day one.
- Other info: Office-first role with flexibility; thrive in a dynamic scale-up environment.
- Why this job: Make a real impact in a purpose-driven company focused on sustainability.
- Qualifications: BSc/MSc degree or relevant experience in customer-facing roles.
The predicted salary is between 40000 - 50000 £ per year.
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.
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.
We Imagine That You
- Have a BSc or MSc degree – either as a newly graduate 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 hunger 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.
StudySmarter Expert Advice🤫
We think this is how you could land Commercially Driven Customer Success Manager - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Works.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Works. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Commercially Driven Customer Success Manager - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Works.:Your cover letter is your chance to shine! Tell us why you want to work at Works. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Works.!
How to prepare for a job interview at Works.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
