Associate, Customer Success

🚀 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.

🚀 JOIN THE TEAM TRANSFORMING HOW REAL ESTATE IS TRANSACTED WITH AI

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 organisations 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.

🌟 THE OPPORTUNITY

This role is built for someone at the start of their career who is smart, fast, and hungry to grow. You will:

• Be the face of Orbital to our US customers on a daily basis
• Own support channels and become deeply expert in our product
• Work alongside a Senior CSM across some of the most prestigious real estate legal practices and organisations in America
• Build the communication instincts and commercial acumen to progress toward full account ownership

This is a high-learning, high-exposure role with a direct path into Customer Success. Progression at Orbital can be vertical - into CSM and portfolio ownership — or diagonal into other high-growth functions as we scale.

🧠 WHAT YOU’LL DO

• 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

SUPPORT CUSTOMER ADOPTION AND DELIVERY

• 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

DEVELOP COMMERCIAL AND DOMAIN EXPERTISE

• 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

HELP BUILD AND SCALE THE US CS FUNCTION

• 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

✨ WHO WE’RE LOOKING FOR

We are open to a range of backgrounds. The common thread is: bright, proactive, and genuinely interested in real estate and AI.

One of the following: Early-Career SaaS, Hypergrowth Tech or Real Estate Background

• If you’ve spent 1–2 years as a BDR, SDR, or junior CS hire at a hypergrowth SaaS or AI company and you’ve genuinely stood out we want to hear from you.
• 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

IN ALL CASES, YOU WILL HAVE

• 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

Benefits

• Salary: Base salary of $83,000 . We share salary ranges upfront to build trust, reduce bias, and support an inclusive process, even as we continue developing our internal pay structures.
• 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.

🔒 Security is everyone’s responsibility at Orbital. We ask all team members to follow our security policies, complete regular awareness training, and handle sensitive data with care in line with ISO 27001 standards. Spot something unusual? Reporting risks or incidents quickly helps us maintain the strong culture of security and compliance we all depend on.

💡 At Orbital, we’re committed to building a diverse and inclusive team. We especially welcome applications from people who are traditionally underrepresented in tech. 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.

💰 This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on several factors, which may include job-related knowledge, skills, experience, and business requirements.