Careers at Norman
Customer Success Manager
Full-time · Remote (Germany) · Native-level German
Applications open until 6 March 2027
About the role
Norman builds an AI agent that helps small businesses manage invoicing, accounting, and taxes. We are a small team based in Berlin. As our Customer Success Manager, you are the main human face of Norman for people who want to understand and use the product. Most of your time is on calls with inbound leads and customers in German. You understand their situation, get them into the product, answer real questions, and help them decide whether to buy, honestly and without a hard sell. You will also run webinars, create simple YouTube explainers, help grow a small user community, and feed what you learn straight back into product and onboarding. This is a full-time, remote role within Germany.
What you'll do
- Take inbound calls and chats with people who found Norman and want to know if it fits their business
- Run demos and guided walkthroughs in German, tailored to each workflow instead of using a generic pitch
- Help people onboard with setup, first tasks, and the questions that arise when they start using the product
- Own the purchase conversation: clarify fit, handle objections, and help suitable customers decide and get started. There is no sales quota or commission today. Judgment and follow-through matter more than pressure.
- Support current users when they are stuck or considering next steps
- Run webinars that teach Norman and related workflows for small businesses, including invoicing, accounting, and taxes
- Create short YouTube videos that answer common questions and show the product in action
- Help build and animate a small user community through a group, forum, or regular sessions so customers learn from us and each other
- Use Norman every day, catch friction early, and report clear examples to the product team
- Capture recurring questions and objections and turn them into better demos, help content, webinars, and onboarding flows
What we're looking for
- Native-level spoken and written German: you can lead natural, confident customer conversations, including on camera and in webinars
- Experience working directly with customers in customer success, onboarding, consulting, support or inbound sales
- Commercial judgment: you can guide someone toward a purchase without being pushy, and say when Norman is not the right fit
- Interest in or experience with teaching in public through webinars, short videos, a community, or similar. Polished production skills are not required. Clarity and consistency are.
- Strong listening skills: you ask useful questions and explain software patiently without jargon
- You learn products quickly and care about why customers get stuck
- Reliable organization: you manage calls, content, community touchpoints, notes, and next steps independently and follow through
- Good English for working with the team
- Based in Germany and available full-time for customer calls during German business hours
Nice to have
- Experience with SaaS, fintech or software for the self-employed and small businesses
- Familiarity with invoicing, bookkeeping or German tax workflows; a tax qualification is not required
- Experience using a CRM or running a webinar series, a YouTube channel, or a small community
Benefits
- Work remotely within Germany
- Work directly with the founders in a small team and shape how customers experience Norman
- Real ownership from the first conversation through onboarding, decision, and ongoing education
- Your feedback and content shape how Norman grows
Sound like you?
Send us your CV or LinkedIn profile and a short note about your customer-facing experience. Tell us why this role interests you and share one example of helping someone understand, decide on, or get started with a product. A call, workshop, video, or community example all count.