Founding Customer Success Manager

Orbital • New York, NY

5d • $91,000 - $100,500

About The Position

As our first on-the-ground Customer Success Manager in the US market, you’ll embed yourself as the strategic partner for customers - helping legal and real estate teams to move faster on complex, high-stakes work, by combining deep domain expertise with powerful AI. You will own the end-to-end customer journey for a set of high-impact accounts - driving onboarding, adoption, retention and expansion, while shaping how Customer Success scales across the US market. This is not a standard post-sales role. You’ll help to define what a world-class customer journey looks like for our Orbital Copilot product, working alongside a fast-growing team (incl. Sales, Product, and our VP of Customer Success). You’ll be measured on customer outcomes: product adoption, usage metrics, retention, expansion, and the strength of your relationships with customers at all levels.

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 Haves

• 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.

Responsibilities

• 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 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.

Benefits

• Salary $91,000 - $100,500
• 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: Mid Level
• Education Level: No Education Listed