Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Customer Success Manager managing customer journey and outcomes for Orbital Copilot. Collaborating with legal and real estate teams to enhance adoption and mitigate churn.
Responsibilities
- Own the customer journey - end to end
- 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 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.
Requirements
- 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.
- Nice to Have: Legal, real estate, or property tech industry exposure.
- Experience managing AI-enabled products or complex software workflows.
- Experience in scaling SaaS businesses backed by top tier VCs
- Experience shaping customer success playbooks in early-stage SaaS environments.
Benefits
- 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.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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