orbital - Customer Success Associate

• 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 • 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.