Customer Success Manager

About this 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 will be the first point of contact for people who want to understand and use Norman. You'll spend most of your time on calls with inbound leads from our website and new customers. You will understand their needs, show relevant features, and guide their first steps.

You will also work with the product team to improve what does not yet work well for customers. Full-time, remote within Germany. Tasks • 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. Requirements • 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. Benefits • Work remotely. • Work directly with founders in a small team and help shape how customers experience Norman.