Customer Success Manager, Manufacturing Intelligence

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

📋 Description

• Manage a portfolio of manufacturing clients from the go-live stage onwards.

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

• Transition customers from the Solutions team at go-live and take ownership of their adoption.

• Conduct system audits and perform configuration clean-ups.

• Lead annual support visits, providing leadership with results and actionable next steps.

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

• Guide operators, supervisors, and managers to convert losses into actionable steps.

• Assist leaders in integrating Factbird into their daily and weekly performance routines.

• Facilitate improvement workshops that yield measurable actions and identified owners.

• Mentor new colleagues on Professional Services packages over time.

• Evaluate customer usage and risk, maintain the retention tracker, and highlight at-risk or expandable accounts.

• Initiate action plans for customers identified as at risk.

• Recognize expansion opportunities and pass qualified leads to Account Executives.

• Support Account Managers with demonstrations and sales presentations during upselling initiatives.

• Present customer cases during Product field feedback sessions.

• Conduct interviews for case studies and share the findings with site leaders.

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

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

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

⛳️ Requirements

• Willingness to travel for business approximately 80% of the time, primarily across the UK and Europe, with occasional trips to regions such as Asia.

• Proficient in English; a second European language at a business level is preferred.

• Experience in manufacturing settings, ideally across multiple sites, interacting with both shop-floor personnel and senior leadership.

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

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

• Background in facilitating workshops and coaching teams through behavioral transformations.

• Comfortable with digital tools, dashboards, and data, and able to communicate them in simple terms.

• Confident in presenting to diverse audiences, from shift briefings to leadership reviews and live software demonstrations.

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

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

• Lean, Six Sigma, or similar continuous improvement training is advantageous.

• Proven ability to support sales through product demonstrations, proposals, renewals, or expansions.

• Capability to adhere to established standards and enhance them as necessary.

• Ability to remain composed and direct during challenging customer conversations.

🏝️ Benefits

• Flexible working hours.

• Competitive salary.

• Internet reimbursement.

• Thoughtful and human-centered onboarding process.

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

• Company-wide kickoffs and team-building days.

• Global and inclusive company culture.

• Equal opportunity employer dedicated to creating a respectful, valued, and inclusive workplace.