Customer Success Manager

Responsibilities

• Own customer relationships end-to-end from onboarding through to renewal and expansion
• Act as the primary point of contact for a portfolio of accounts
• Guide customers to the right workflows and use cases across Orbital products
• Lead structured onboarding, training sessions, and early-stage adoption plans
• Build trusted relationships with legal professionals and senior stakeholders
• Proactively monitor customer health, usage, and engagement to mitigate churn
• Act as the voice of the customer to influence product roadmap decisions
• Help build scalable CS processes, playbooks, and best practices

Requirements

• 3+ years of experience in Customer Success, Account Management, or similar B2B SaaS role
• Proven ability to drive adoption, mitigate churn, and surface expansion opportunities
• Exceptional communication and relationship building skills
• Data-driven mindset with experience using dashboards and tools

Preferred Qualifications

• Exposure to legal, real estate, or property tech industries
• Experience managing AI-enabled products or complex software workflows
• Experience scaling SaaS businesses backed by top-tier VCs
• Experience shaping customer success playbooks in early-stage environments

Benefits

• 25 days paid holiday plus bank holidays
• Professional equipment and personal development budget
• Cycle-to-work scheme
• Matched pension contributions and equity options
• Inclusive community with company off-sites, lunches, and socials

About the Company

Orbital Copilot is an AI assistant built exclusively for commercial real estate law, designed to accelerate complex due diligence and automate manual legal processes.