Careers at Norman
Customer Success Manager
Full-time · Remote (Germany) · Native-level German
Applications open until 6 March 2027
About the role
You are the first point of contact for people who want to understand and use Norman. Most of your time will be spent on calls with inbound leads from our website and new customers. You will understand their needs, demonstrate relevant invoicing, accounting and tax features, and guide their first steps. You will also work with the product team to improve what does not yet work well for customers. There is currently no sales quota and no commission. Not every conversation needs to become a sale: your job is to help people make an informed decision and get value from Norman.
What you'll do
- Lead product demos and onboarding calls in German, tailored to each person's questions and workflows
- Understand what inbound leads need, explain honestly whether Norman fits, and help suitable customers get started
- Guide new customers through setup and their first tasks so they can use the product independently
- Answer follow-up questions, agree on next steps, and keep track of open issues and commitments
- Use the product yourself, try new features, and report problems to the product team with clear examples
- Document recurring questions, objections and friction, and turn them into better demos, help content and onboarding flows
What we're looking for
- Native-level spoken and written German: you can lead natural, confident customer conversations and explain complex workflows clearly
- Experience working directly with customers in customer success, onboarding, consulting, support or inbound sales
- Strong listening skills: you ask useful questions and explain software patiently without jargon
- Ability to learn a product quickly and curiosity about why customers get stuck
- Reliable organization: you manage calls, notes and next steps independently and follow through on commitments
- 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 giving product demos, using a CRM or writing help articles