Orbital

Customer Success Manager

Orbital

full-time

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • 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.
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

Applicant Tracking System Keywords

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

Hard skills
customer successaccount managementB2B SaaSonboardingtrainingcustomer activationcustomer health monitoringrisk identificationexpansion opportunitiesdata-driven decision making
Soft skills
communicationrelationship buildingstrategic thinkingcustomer-centric approachtrust buildingorganisational skillsadaptabilityproblem-solvingcollaborationinfluencing