Head of Customer Success

About Us

We're Orbital — one of the fastest-growing sales AI startups. Based in New York City and Hyderabad, we're building cutting-edge AI for go-to-market teams. With $4.5M in funding from Silicon Valley investors, Orbital is a platform that helps sales teams sell 10x faster to SMBs using AI agents. Today, we're trusted by Fortune 100 companies and startups alike.

Orbital was originally founded in 2022 by Ani Kunaparaju and Riley Soward, who split their time between New York City and Hyderabad. We have a fun, in-person culture, and a rapidly growing team around the world.

About the Role

You'll own customer outcomes end-to-end. This role leads our CSM team, manages key accounts, and builds the systems that make our customer experience consistent and scalable. If you enjoy solving problems, creating structure, and working closely with Sales and Product, this role is for you.

What You'll Do

You'll work directly with our founders and team on the following:

• Lead and mentor a team of CSMs; handle escalations and guide account strategy.
• Own adoption, renewals, and expansions for key accounts.
• Build and improve core CS processes (onboarding, health scoring, QBRs).
• Monitor customer health and proactively manage risk and growth opportunities.
• Partner with Sales on renewals and expansion motions.
• Provide structured customer insights to Product and influence roadmap.
• Improve CS operations, tooling, reporting, and forecasting accuracy.

What We're Looking For

• 5–8+ years in Customer Success or Account Management in B2B SaaS.
• 2+ years managing or mentoring CSMs or owning senior-level accounts.
• Strong experience with renewals, expansions, and executive stakeholders.
• Proven ability to build scalable CS processes.
• Highly data-driven with strong communication and cross-functional skills.
• Comfortable in fast-moving, ambiguous environments.

Additional Perks

• Fast-paced, high-energy startup environment
• Free lunch, dinner, and snacks
• Top-of-the-line health insurance
• Opportunity to work with cutting-edge AI technologies

Skills Required
Customer Success, Account Management