Customer Success Manager

Norman builds an AI agent that helps small businesses manage invoicing, accounting, and taxes. We’re 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, not with a hard sell. You’ll also run webinars, create simple YouTube explainers, and help grow a small community of users — and feed what you learn straight back into product and onboarding. Full-time, remote within Germany. Tasks • 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. Requirements • 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. Benefits • 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.