Orbital

Founding Customer Success Manager

Orbital

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • 🇺🇸 United States

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Salary

💰 $95,750 per year

Job Level

Mid-LevelSenior

About the role

  • Own the customer journey - end to end
  • Serve as the primary point of contact for a portfolio of Orbital Copilot customers, from onboarding through renewal and expansion.
  • Lead structured onboarding, personalised training, and success planning to deliver time-to-value quickly.
  • Act as the trusted advisor and subject-matter expert for Orbital Copilot, guiding customers on how to adopt effectively and integrate the product into their workflows.
  • Proactively monitor usage, engagement, and health metrics; identify and mitigate churn risk while highlighting opportunities for growth.
  • Own renewals, expansion processes and contract discussions grounded in success metrics and tangible outcomes.
  • Spend time in person with customers, travelling to client offices and turning insights into action plans that increase satisfaction and loyalty.
  • Translate customer feedback into strategic insights, that influence product prioritisation and roadmap decisions.
  • Partner deeply with Product, Marketing, Sales and Support to ensure customer feedback loops are integrated and acted upon.
  • As a founding member of our New York office, you’ll help to build scalable processes and playbooks that anticipate the needs of a broader future team.
  • Actively contribute to hiring, training, and onboarding future team members.

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
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementB2B SaaScustomer outcomesadoptionchurn mitigationexpansion opportunitiesAI-enabled productscomplex software workflowscustomer success playbooks
Soft skills
communication skillsrelationship buildingstrategic thinkingcustomer-centricorganiseddata-driveninsight translationteam collaborationtrainingonboarding