Customer Success Manager

🕒 June 1

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Orbital

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🏠 Real Estate

🤝 B2B

SaaS • Real Estate • B2B

Orbital is an all-in-one property diligence automation platform that helps lawyers, conveyancers, insurers and other property professionals search, visualise, review and report on property and title data. Its product suite — including Orbital Copilot, Orbital Witness and Orbital Residential — uses AI to generate client-ready reports, flag risks in property documents, locate and visualise site and portfolio data, and streamline due diligence workflows to save time, reduce risk and increase capacity. Orbital serves law firms, in-house legal teams, residential conveyancers, insurers and other B2B property professionals from offices in New York and London.

📋 Description

• Own customer relationships end-to-end - from onboarding through to renewal and expansion, acting as the primary point of contact for your accounts. • Become a product expert - guiding customers to the right workflows and use cases across our 3 products Orbital Residential, Orbital Witness and Orbital Copilot. • Drive rapid customer activation by leading structured onboarding, training sessions, and early-stage adoption plans that optimise time-to-value. • Build deep, trusted relationships with legal professionals and senior stakeholders, understanding their goals and embedding Orbital as a critical part of their workflow. • Proactively monitor customer health, usage, and engagement, identifying risks early and turning opportunities into expansion and advocacy. • Act as the voice of the customer internally, feeding back insights to Product and influencing roadmap decisions based on real customer needs. • Help to build scalable CS processes, playbooks, and best practices as Orbital continues to grow.

🎯 Requirements

• 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.

🏖️ Benefits

• 25 days paid holiday (plus bank holidays) • Professional equipment and personal development budget along with training opportunities to learn and develop your skills • Cycle-to-work scheme • Matched pension contributions and equity options in a fast growing start-up • An inclusive community enjoying all-company off-sites, lunches and socials