Customer Success Manager

• 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 their workflow — not a generic pitch.

• Help people onboard: setup, first tasks, and the “how do I actually use this?” questions.

• Own the purchase conversation: clarify fit, handle objections, and help suitable customers decide and get started. No sales quota or commission today — judgment and follow-through matter more than pressure.

• Support current users when they’re stuck or considering next steps.

• Run webinars that teach Norman and related workflows (invoicing, accounting, taxes for small businesses).

• Create short YouTube videos that answer common questions and show the product in action.

• Help build and animate a small user community (e.g. group, forum, or regular sessions) so customers learn from us and each other.

• Use Norman yourself every day, catch friction early, and report clear examples to product.

• Capture recurring questions and objections and turn them into better demos, help content, webinars, and onboarding flows.

• Native-level German (spoken and written) for confident, natural customer conversations — including on camera and in webinars.

• Experience working directly with customers: customer success, onboarding, consulting, support, or inbound sales.

• Comfort with commercial judgment: you can guide someone toward a purchase without being pushy, and say when Norman isn’t the right fit.

• Interest in (or experience with) teaching in public: webinars, short videos, community, or similar — polished production skills are not required; clarity and consistency are.

• Strong listening: ask useful questions, explain software patiently, no jargon.

• You learn products fast and care why people get stuck.

• You stay organized: calls, content, community touchpoints, notes, next steps — and you follow through.

• Good English for working with the team.

• Based in Germany, available full-time during German business hours.

Nice to have:

• SaaS/fintech or tools for Freiberufler and small businesses.

• Familiarity with invoicing, bookkeeping, or German tax workflows; a tax qualification is not required.

• CRM experience; you’ve run a webinar series, a YouTube channel, or a small community before.

• Work remotely within Germany.

• Direct work with founders in a small team — you shape how customers experience Norman.

• Real ownership from first conversation through onboarding, decision, and ongoing education.

• Your feedback and content show up in how Norman grows.

Want to help people get started with Norman? Send us your CV or LinkedIn profile and a short note about your customer-facing experience. Tell us why this role interests you and one example of helping someone understand, decide on, or get started with a product (a call, a workshop, a video, or a community — any of those count). We look forward to hearing from you.

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