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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementB2B SaaScustomer outcomesadoptionchurn mitigationexpansion opportunitiesAI-enabled productscomplex software workflowscustomer success playbooks
Soft Skills
communication skillsrelationship buildingstrategic thinkingcustomer-centricorganisational skillsdata-driventrust buildingproactive monitoringinfluencingscalable mindset