Customer Success Associate

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.

• 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

• 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

• 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

• 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

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

• 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

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