Senior 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.

🌟 The Opportunity

This is not a standard post-sales role.

You will:

• Own relationships with some of the most prestigious law firms in the world

• Act as a strategic partner to senior legal and real estate stakeholders

• Travel regularly to client offices across the US

• Define how Customer Success scales in the US market

• Help build the future US CS team

You’ll report directly to our VP of Customer Success and play a foundational role in shaping our US expansion.

🧠 What You’ll Do

Own a Portfolio of High-Impact, High-Prestige Accounts

• Serve as the strategic lead across onboarding, adoption, renewal, and expansion.

• Build executive-level relationships across partners, senior associates, and innovation teams.

• Deliver sophisticated onboarding and adoption strategies tailored to complex legal workflows.

• Lead renewal and expansion discussions grounded in measurable impact and value creation.

Impress and Influence at the Highest Levels

• Conduct in-person business reviews and executive sessions.

• Translate AI capabilities into outcomes that resonate with time-poor, highly analytical stakeholders.

• Communicate with clarity, authority, and credibility.

Drive Measurable Outcomes

• Proactively manage account health, usage, and engagement.

• Identify churn risks early and act decisively.
Surface and close expansion opportunities.

Build the US Customer Success Function

• Establish scalable playbooks and operational standards.

• Contribute to hiring and mentoring future team members.

• Act as the bridge between US customers and UK-based CS, Product, and Sales teams.

✨ You’ll Excel Here If You Have

Required:

• 5+ years in Customer Success, Account Management, or strategic SaaS account ownership.

• Experience managing sophisticated enterprise customers.

• Proven ability to drive renewals and expansions.
Exceptional executive communication skills.

• Willingness to travel regularly across the US.

Strongly Preferred:

• Experience with AI-enabled products or complex workflow tools.

• Exposure to legal tech, commercial real estate, or law firms (AMLaw preferred).

• Experience working with highly analytical, high-expectation stakeholders.

• Experience helping build or scale a CS function in a growing SaaS company.

💰 Compensation

• Salary: Base salary of $116,750with commission and OTE of $145,938. 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.

Why This Role Is Special

You won’t just manage accounts. You’ll represent Orbital in the rooms that matter most — and help define how AI transforms one of the world’s most important industries.

🔒 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.