Customer Success Manager, Orbital

• This role is ideal for someone in the mid stages of their customer success career who wants real ownership, exposure to complex customers, and the opportunity to develop into a world-class CSM
• 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
• Even if you don’t meet every single requirement, or if the right role isn’t listed yet, we’d still love to hear from you

Desirable

• As a Customer Success Manager at Orbital, you’ll own the end-to-end success of a portfolio of customers - ensuring they achieve clear, measurable value from our products and become long-term advocates
• You’ll work closely with Sales, Product, and Marketing to drive adoption, retention, and expansion - whilst helping define what “world-class” customer success looks like as we scale
• You’ll be measured on customer outcomes: product adoption, retention (via GRR), expansion (via NRR) and your ability to build trusted relationships with teams using Orbital in high-stakes transactions
• 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