Customer Success Manager, Manufacturing Intelligence

This is a fully remote position, open to applicants in Europe.

📋 Description

• Manage a portfolio of manufacturing clients post system go-live.

• Implement Factbird’s standard deployment package for both new and existing clients, either on-site or remotely.

• Transition clients from the Solutions team at go-live and ensure their successful adoption.

• Conduct system audits and configuration clean-ups.

• Lead annual support visits, providing leadership with outcomes and subsequent actions.

• Offer paid Professional Services, which include structured problem-solving coaching and Kaizen project weeks.

• Mentor operators, supervisors, and managers to transform losses into actionable insights, integrating Factbird into their performance routines.

• Organize improvement workshops with measurable outcomes and designated owners.

• Gradually mentor new colleagues on Professional Services offerings.

• Evaluate customer usage and risk, maintain a retention tracker, and identify accounts that are at risk or have potential for expansion.

• Initiate response plans for customers identified as at-risk.

• Spot expansion opportunities and refer qualified leads to the Account Executive.

• Assist Account Managers with product demonstrations and sales presentations.

• Present customer cases during Product feedback sessions.

• Conduct interviews for case studies and relay findings to site leaders.

• Coordinate complex and multi-site deployments in collaboration with Solutions and Sales teams.

• Share insights during team case reviews to enhance playbooks, templates, and training materials.

• Report directly to the Director of Customer Success & Professional Services and work in tandem with Sales, Solutions, and Product teams.

⛳️ Requirements

• Willingness to travel approximately 80% of the time, primarily within the UK and Europe, with occasional international trips, such as to Asia.

• Proficiency in English; a second European language at a business level is preferred, with German, Italian, or Polish being particularly advantageous.

• Background in manufacturing environments, ideally across multiple sites, and experience working with individuals from the shop floor to senior leadership.

• Over 5 years of experience in manufacturing operations, continuous improvement, or OEE/lean coaching, or in customer success or consulting for manufacturing software.

• Strong understanding of production KPIs: OEE, downtime, throughput, scrap, and quality metrics.

• Proven experience in facilitating workshops and coaching teams through behavioral transformations.

• Proficiency with digital tools, dashboards, and data analysis, with the ability to communicate these concepts clearly.

• Comfort in presenting to audiences ranging from shift briefings to leadership reviews and live software demonstrations.

• Familiarity with MES, OEE, or shop-floor monitoring systems, or experience in a SaaS customer success role.

• Experience in leading multi-site rollouts or standardization initiatives.

• Training in Lean, Six Sigma, or similar continuous improvement methodologies.

• Experience supporting sales activities through product demonstrations, proposals, renewals, or expansions.

🏝️ Benefits

• Flexible working hours.

• Competitive salary.

• Internet reimbursement.

• Thoughtful and human-centered onboarding process.

• Bi-annual Individual Development Plan discussions and support for career growth.

• Company-wide kickoffs and team-building days.

• A global, inclusive company culture.

• Equal opportunity workplace.