Customer Success Lead: Onboarding, Renewals & Growth

Facit; Milton Keynes; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Free on-site parking

25 days' holiday plus bank holidays

Company sick pay

Opportunities for professional growth

Job summary

Facit is seeking an experienced Customer Success Manager to own the full post-sales relationship with our existing customers. You’ll be the primary point of contact once a deal closes — responsible for onboarding, driving engagement, protecting and growing renewal revenue, and acting as the voice of the customer internally.

This hands-on role manages a portfolio end-to-end, running renewal conversations with commercial rigor, and building genuine strategic relationships with customers.

Qualifications

• 3+ years in a Customer Success/Account Management or similar post-sales role.
• Experience in B2B or SaaS environments.
• Proven track record of renewal/retention targets.
• Experience delivering quarterly/strategic business reviews to senior stakeholders.
• Strong cross-functional collaboration with Sales and Marketing.
• Proficiency with CRM and customer success tooling.
• Proactive, customer-first mindset with commercial awareness.

Responsibilities

• Own and manage a portfolio of existing customer accounts as the main post-sales contact.
• Lead onboarding and handover from sales to ensure quick value delivery.
• Drive ongoing customer engagement to maximise product adoption and satisfaction.
• Prepare, send and manage renewal quotes and maintain renewal pipelines.
• Report on renewal performance and retention against targets.
• Run quarterly business reviews with strategic customers and present value delivered.
• Collaborate with Marketing and Sales to surface case studies and reference materials.
• Capture and relay customer feedback and feature requests to Product.

Skills

Account management

SaaS experience

Renewals

Cross-functional collaboration

CRM tooling

Tools

CRM systems

Reporting tools

Job description

Facit is seeking an experienced Customer Success Manager to own the full post-sales relationship with our existing customers. You’ll be the primary point of contact once a deal closes — responsible for onboarding, driving engagement, protecting and growing renewal revenue, and acting as the voice of the customer internally.

This hands-on role manages a portfolio end-to-end, running renewal conversations with commercial rigor, and building genuine strategic relationships with customers.