Apply on Employer Site

Orbital · 22 hours ago

Founding Customer Success Manager

New York, United States

Full-time

Onsite

Mid Level

$96K/yr - $96K/yr

3+ years exp

Orbital is on a mission to make real estate transactions smarter and faster through their AI assistant, Orbital Copilot. As the first Customer Success Manager in the US market, you will own the customer journey, drive onboarding and retention, and shape the future of Customer Success for the company.

ConsultingInformation ServicesLegalLegal TechPropTechReal Estate

Responsibilities

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

Qualification

Customer Success ManagementB2B SaaS ExperienceRelationship BuildingData-Driven MindsetAI Product ManagementCustomer-Centric ApproachCommunication SkillsOrganizational SkillsTeam CollaborationProblem Solving

Required

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