Customer Success Manager

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 a compliance software company serving customers worldwide, known for market-leading video redaction software. Founded in 2014, we partner with global brands including Axis and Milestone to help organisations solve problems, create opportunities and enhance business operations.

About the role

Facit is looking for 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 is a hands‑on role for someone comfortable managing a portfolio of accounts end-to-end, running renewal conversations with commercial rigor, and building genuine strategic relationships with customers. This is an office-based role at our Milton Keynes office.

What you'll do

• Own and manage a portfolio of existing customer accounts, acting as their main point of contact throughout the entire post-sales lifecycle
• Lead new customer onboarding, ensuring a smooth handover from sales and a fast route to value
• Drive ongoing customer engagement to maximise product adoption and satisfaction
• Prepare, send and manage renewal quotes, keeping renewal pipelines accurate and up to date
• Report on renewal business performance, tracking retention against targets
• Run quarterly business reviews with strategic customers, presenting value delivered and agreeing next steps
• Liaise closely with Marketing and Sales to surface customer case studies, testimonials and referenceable stories
• Capture and channel customer feedback and feature requests to Product, acting as the voice of the customer internally
• Identify at‑risk accounts early and put retention plans in place

What we're looking for

• 3+ years' experience in a Customer Success, Account Management or similar post‑sales role, ideally in a B2B or SaaS environment
• A track record of managing a book of existing accounts and consistently hitting or exceeding renewal/retention targets
• Confidence running commercial renewal negotiations and quoting processes independently
• Experience delivering quarterly/strategic business reviews to senior stakeholders
• Strong cross‑functional collaboration skills, particularly with Sales and Marketing
• Excellent relationship‑building, communication and organisational skills
• Comfortable working with CRM and customer success tooling, and reporting on account/renewal metrics
• A proactive, customer‑first mindset with the commercial awareness to protect and grow revenue

Compensation

• Base salary: £40,000+, depending on experience
• On‑target commission: up to £10,000, based on annual retention of account revenue

What we offer

• Office-based at our Milton Keynes office, 37.5 hours per week, Monday to Friday
• Free on‑site parking
• 25 days' holiday plus bank holidays
• Company sick pay
• Opportunities for professional growth and development
• A supportive, inclusive workplace that values communication, reliability and respect