Customer Success Manager

🚀 We’re on a mission to make real estate transactions smarter, faster, and friction-free.

🏢 Real estate is the world’s largest asset class, yet the legal processes and tools behind it remain slow, manual, and underinvested. Lawyers must review dense documents line by line and piece together information across silos, all while clients demand faster, more transparent due diligence.

🤖 That's where we come in. Orbital Copilot is the AI assistant built exclusively for commercial real estate law. Developed with former practicing real estate lawyers, it accelerates complex due diligence by up to 70% while delivering legal-grade precision.

💰 We’ve just raised a $60m Series B to accelerate our UK/US expansion.

🤝 We're trusted by leading firms like Goodwin and BCLP to remove the busywork so legal teams can focus on what they do best: applying sharp legal judgment, delivering standout client service, and getting deals over the line faster.

💡 Working at Orbital means joining a team that's reimagining how real estate transactions get done - moving fast, working collaboratively, and giving people the ownership to make a real impact from day one.

As our first on-the-ground Customer Success Manager in the US market, you’ll embed yourself as the strategic partner for customers - helping legal and real estate teams to move faster on complex, high-stakes work, by combining deep domain expertise with powerful AI.

You will own the end-to-end customer journey for a set of high-impact accounts - driving onboarding, adoption, retention and expansion, while shaping how Customer Success scales across the US market.

This is not a standard post-sales role. You’ll help to define what a world-class customer journey looks like for our Orbital Copilot product, working alongside a fast-growing team (incl. Sales, Product, and our VP of Customer Success). You’ll be measured on customer outcomes: product adoption, usage metrics, retention, expansion, and the strength of your relationships with customers at all levels.

Own the customer journey - end to end

• Serve as the primary point of contact for a portfolio of Orbital Copilot customers, from onboarding through renewal and expansion.

• Lead structured onboarding, personalised training, and success planning to deliver time-to-value quickly.

• Act as the trusted advisor and subject-matter expert for Orbital Copilot, guiding customers on how to adopt effectively and integrate the product into their workflows.

Drive value, outcomes, and retention

• Proactively monitor usage, engagement, and health metrics; identify and mitigate churn risk while highlighting opportunities for growth.

• Own renewals, expansion processes and and contract discussions grounded in success metrics and tangible outcomes.

• Spend time in person with customers, travelling to client offices and turning insights into action plans that increase satisfaction and loyalty.

Be the voice of the customer internally

• Translate customer feedback into strategic insights, that influence product prioritisation and roadmap decisions.

• Partner deeply with Product, Marketing, Sales and Support to ensure customer feedback loops are integrated and acted upon.

Build and scale

• As a founding member of our New York office, you’ll help to build scalable processes and playbooks that anticipate the needs of a broader future team.

• Actively contribute to hiring, training, and onboarding future team members.

Required:

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS.

• A proven ability to own customer outcomes, drive adoption, mitigate churn, surface and close expansion opportunities.

• Exceptional communication and relationship building skills. You are clear, strategic and customer-centric in both your verbal and written communications - allowing you to build trusted relationships at all levels (across executive stakeholders and operational stakeholders alike).

• A scale-mindset. You’re organised, data-driven, love dashboards and experimenting with new tools.

Nice to Have:

• Legal, real estate, or property tech industry exposure.

• Experience managing AI-enabled products or complex software workflows.

• Experience in scaling SaaS businesses backed by top tier VCs

• Experience shaping customer success playbooks in early-stage SaaS environments.

• Salary: Base salary of $95,750 with commission and OTE of $114,900. We share salary ranges upfront to build trust, reduce bias, and support an inclusive process, even as we continue developing our internal pay structures.

• 401(k) Plan: Match 100% of contribution up to 4% of salary.

• Paid Time Off (PTO): 20-days per year.

• Sick Time off: 40 hours

• Health Insurance: Competitive medical, dental, and vision plan.

• Professional Development: $1,200 stipend per year

• Commuter Benefits: Allocate pre-tax earnings to cover eligible commuting expenses.

• In-Office Perks: Late night office dinner and weekly team meals.

🔒 Security is everyone’s responsibility at Orbital. We ask all team members to follow our security policies, complete regular awareness training, and handle sensitive data with care in line with ISO 27001 standards. Spot something unusual? Reporting risks or incidents quickly helps us maintain the strong culture of security and compliance we all depend on.

💡 At Orbital, we’re committed to building a diverse and inclusive team. We especially welcome applications from people who are traditionally underrepresented in tech. Even if you don’t meet every single requirement, or if the right role isn’t listed yet, we’d still love to hear from you.

💰 This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on several factors, which may include job-related knowledge, skills, experience, and business requirements.