At a Glance
- Tasks: Own customer relationships and ensure they achieve value from our innovative products.
- Company: Join Orbital, a fast-growing AI startup transforming real estate transactions.
- Benefits: Enjoy 25 days holiday, professional development budget, and equity options.
- Other info: Diverse and inclusive team culture with opportunities for growth.
- Why this job: Make a real impact in a collaborative environment while shaping customer success.
- Qualifications: 3+ years in Customer Success or Account Management with strong communication skills.
The predicted salary is between 50000 - 60000 £ per year.
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.
Role Overview
As a Customer Success Manager at Orbital, you’ll 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’ll 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’ll 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’ll 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’ll Excel Here If You Have
- 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
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.
Customer Success Manager in London employer: Orbital Witness
At Orbital, we pride ourselves on being an innovative employer that empowers our team members to make a significant impact from day one. With a strong focus on professional development, inclusive work culture, and competitive benefits such as equity options and a personal development budget, we foster an environment where employees can thrive in their careers while contributing to the transformation of real estate transactions. Join us in our mission to revolutionise the industry and enjoy the perks of working in a fast-growing start-up atmosphere that values collaboration and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the real estate and tech industries. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections you make, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare for interviews by practising how to demonstrate your customer success achievements. Use specific examples that highlight your ability to drive adoption and build relationships. Remember, we want to see how you can make an impact at Orbital!
✨Tip Number 3
Research is key! Dive deep into Orbital’s products and understand how they help legal professionals. This knowledge will not only impress during interviews but also help you articulate how you can contribute to customer success from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our mission to revolutionise real estate transactions. Don’t miss out!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've helped customers achieve their goals and how you can bring that same energy to Orbital.
Tailor Your Application:Make sure to customise your application to highlight your experience in B2B SaaS and any relevant industry knowledge. We want to see how your background aligns with our mission to revolutionise real estate transactions!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and structure your thoughts logically. This will showcase your exceptional communication skills, which are crucial for a Customer Success Manager.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Orbital Witness
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to be a product expert. Make sure you understand Orbital's three products—Orbital Residential, Orbital Witness, and Orbital Copilot. Familiarise yourself with their features, benefits, and how they solve customer pain points. This knowledge will help you answer questions confidently and demonstrate your ability to guide customers effectively.
✨Showcase Your Relationship-Building Skills
Building trusted relationships is key in this role. Prepare examples from your past experiences where you've successfully managed customer relationships, especially in high-stakes situations. Highlight your communication style and how you adapt it to different stakeholders, whether they're legal professionals or senior executives.
✨Demonstrate a Data-Driven Mindset
Since the role requires monitoring customer health and engagement, come prepared to discuss how you've used data to drive customer success in previous roles. Share specific metrics you've tracked, how you've interpreted them, and the actions you took based on your findings. This will show that you're organised and proactive.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer challenges. Think of potential scenarios related to customer onboarding, adoption, or churn, and prepare your responses. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
