Senior Customer Success Manager
About The Position
We’re on a mission to make real estate transactions smarter, faster, and friction-free. Real estate is the world’s largest asset class, yet the legal processes and tools behind it remain slow, manual, and underinvested. Lawyers must review dense documents line by line and piece together information across silos, all while clients demand faster, more transparent due diligence. That's where we come in. Orbital Copilot is the AI assistant built exclusively for commercial real estate law. Developed with former practicing real estate lawyers, it accelerates complex due diligence by up to 70% while delivering legal-grade precision. We’ve just raised a $60m Series B to accelerate our UK/US expansion. We're trusted by leading firms like Goodwin and BCLP to remove the busywork so legal teams can focus on what they do best: applying sharp legal judgment, delivering standout client service, and getting deals over the line faster. Working at Orbital means joining a team that's reimagining how real estate transactions get done - moving fast, working collaboratively, and giving people the ownership to make a real impact from day one. This is not a standard post-sales role. You will: Own relationships with some of the most prestigious law firms in the world Act as a strategic partner to senior legal and real estate stakeholders Travel regularly to client offices across the US Define how Customer Success scales in the US market Help build the future US CS team You’ll report directly to our VP of Customer Success and play a foundational role in shaping our US expansion.
Requirements
- 5+ years in Customer Success, Account Management, or strategic SaaS account ownership.
- Experience managing sophisticated enterprise customers.
- Proven ability to drive renewals and expansions.
- Exceptional executive communication skills.
- Willingness to travel regularly across the US.
Nice To Haves
- Experience with AI-enabled products or complex workflow tools.
- Exposure to legal tech, commercial real estate, or law firms (AMLaw preferred).
- Experience working with highly analytical, high-expectation stakeholders.
- Experience helping build or scale a CS function in a growing SaaS company.
Responsibilities
- Own a Portfolio of High-Impact, High-Prestige Accounts
- Serve as the strategic lead across onboarding, adoption, renewal, and expansion.
- Build executive-level relationships across partners, senior associates, and innovation teams.
- Deliver sophisticated onboarding and adoption strategies tailored to complex legal workflows.
- Lead renewal and expansion discussions grounded in measurable impact and value creation.
- Impress and Influence at the Highest Levels
- Conduct in-person business reviews and executive sessions.
- Translate AI capabilities into outcomes that resonate with time-poor, highly analytical stakeholders.
- Communicate with clarity, authority, and credibility.
- Drive Measurable Outcomes
- Proactively manage account health, usage, and engagement.
- Identify churn risks early and act decisively.
- Surface and close expansion opportunities.
- Build the US Customer Success Function
- Establish scalable playbooks and operational standards.
- Contribute to hiring and mentoring future team members.
- Act as the bridge between US customers and UK-based CS, Product, and Sales teams.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
