Customer Success Manager in London

We are 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 is 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 are trusted by leading firms like Goodwin, BCLP, and Ropes & Gray 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 is reimagining how real estate transactions get done - moving fast, working collaboratively, and giving people the ownership to make a real impact from day one.

Role Overview

As a Customer Success Manager at Orbital, you will own the end-to-end success of a portfolio of customers - ensuring they achieve clear, measurable value from our products and become long-term advocates. This role is ideal for someone in the mid stages of their customer success career who wants real ownership, exposure to complex customers, and the opportunity to develop into a world-class CSM. You will work closely with Sales, Product, and Marketing to drive adoption, retention, and expansion - whilst helping define what "world-class" customer success looks like as we scale.

You will be measured on customer outcomes: product adoption, retention (via GRR), expansion (via NRR) and your ability to build trusted relationships with teams using Orbital in high-stakes transactions.

You will get a chance to:

• 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.

You will excel here if you have:

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 are 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.

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 are committed to building a diverse and inclusive team. We especially welcome applications from people who are traditionally underrepresented in tech. Even if you do not meet every single requirement, or if the right role is not listed yet, we would 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.