Customer Success Associate

Orbital is the AI platform for real estate legal work. Real estate shapes the world around us: our homes, our workplaces and our cultural landmarks. It’s the infrastructure that powers everyday life and is the world's largest asset class. Yet behind every single deal, real estate and legal teams work hard to navigate decades-old complexity; manually connecting documents, hidden obligations, geo-spatial context, and multiple parties into a path forward. We connect the legal and physical record, so that path is clearer than ever before. Our mission is to make real estate transactions faster, clearer, and less manual. Here, you'll be part of changing how the deals behind the largest asset class get transacted, and will help shape the future of real estate. A bit about us: 🚀 We’re building at the forefront of AI technology, without losing the deeply human expertise our clients depend on. 🏢 Orbital is built with former practising real estate lawyers and 250+ years of combined legal expertise. We're purpose-built for the complexity of real estate: accelerating due diligence, drafting and negotiation, and deal coordination with legal-grade precision. 💰 We've just raised a $60m Series B, led by Brighton Park Capital, to accelerate our global expansion – $75m raised to date. 🤝 We're trusted by 5,000+ real estate professionals, spanning UK Magic Circle and US Am Law 100 firms, to household names like M&S. Leading firms like BCLP, Orrick, Goodwin, Womble Bond Dickinson and Clifford Chance rely on Orbital to remove the busywork, freeing legal and real estate teams to focus on sharp judgment, standout client service, and closing deals faster. 💡 Working at Orbital means joining a bold, ambitious team, with the trust to take ownership and 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 our US and UK customer base serving some of the most prestigious law firms, including across the AmLaw rankings, as well as in-house real estate teams, title companies, and other organisations involved in the transaction. 🌟 THE OPPORTUNITY As our Customer Success Associate (Support), you will be the first point of contact for our customers, ensuring they get fast, expert answers and a seamless experience every day. 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 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 the US and UK. - 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 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 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 our 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 🔒 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. Everyone who works with Orbital goes through background screening before they start. It's part of how we keep Orbital secure, for the people who work here and for the client information we're trusted with.