Associate, Customer Success

Orbital • New York City, NY

6d • Onsite

About The Position

Orbital is building the first AI platform purpose-built for real estate transactions. With $60m Series B funding and a rapidly expanding US customer base serving some of the most prestigious law firms in the US, including across the AmLaw rankings, as well as in-house real estate teams, title companies, and other organizations involved in the transaction. We are now establishing our first on-the-ground Customer Success presence in New York. This is one of two founding US hires. As our Customer Success Associate (Support), you will be the first point of contact for our US customers, ensuring they get fast, expert answers and a seamless experience every day.

Requirements

• Early-Career SaaS, Hypergrowth Tech or Real Estate Background
• 1–2 years as a BDR, SDR, or junior CS hire at a hypergrowth SaaS or AI company and you’ve genuinely stood out
• 1–2 years of experience in a real estate-adjacent role whether in law, brokerage, transaction support, or CRE services.
• You understand how real estate deals work, you've handled complex documents, and you're used to operating in environments where the stakes are high and the people are demanding.
• Commercial real estate paralegal (property, title, or transactional)
• Research associate or operations coordinator in a CRE or legal environment
• Any role where you've worked closely with real estate attorneys or on real estate due diligence
• Exceptional written communication — clear, professional, and precise
• Fast response instincts — you treat a customer query as something to solve today, not tomorrow
• Confidence picking up the phone and speaking with senior professionals
• Intellectual curiosity — especially around AI (with evidenced usage) technology, and legal / real estate industries
• High ownership mentality — you don't wait to be told
• Comfort and credibility engaging with senior legal or real estate stakeholders
• Ambition to grow — you want to own accounts, not just support them

Responsibilities

• Manage the US inbound support queue and own first response- speed and quality are both very important here
• Resolve customer queries accurately and promptly, escalating where needed
• Build deep product fluency and become an internal product expert
• Spot patterns and share structured feedback with Product and Engineering
• Be comfortable picking up the phone, not every problem gets solved over email
• Assist with onboarding sessions, training materials, and customer rollout initiatives
• Join client visits and build genuine familiarity with how our customers work — from law firm real estate practices to in-house legal teams and other participants in the transaction
• Learn how SaaS renewals and expansions are run by sitting alongside a Senior CSM
• Observe and, over time, participate in executive-level conversations with senior legal stakeholders
• Build understanding of the real estate transaction lifecycle and how AI is transforming it
• Contribute to scaled customer programmes — think webinars, user groups, product update communications, and onboarding initiatives designed to reach customers at volume
• Support customer events — from in-person roundtables with law firm partners to virtual deep-dives with in-house real estate teams — helping coordinate logistics, materials, and follow-through
• Use best-in-class AI tools creatively and intelligently — whether to draft customer communications, surface product insights, prepare briefing notes, or find smarter ways to do the work
• Help shape the playbooks, processes, and norms we're building from scratch — your ideas about how we do things will actually get heard and implemented
• Act as the connective tissue between US customers and Orbital’s Product, Engineering, and CS teams — making sure nothing falls through the cracks as we grow

Benefits

• Base salary of $83,000
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed