Customer Success Manager, Manufacturing Intelligence

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

📋 Description

• Execute Factbird’s standard deployment package for both new and existing clients, both onsite and remotely, ensuring daily utilization of data by teams.

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

• Perform system audits and configuration clean-up activities.

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

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

• Guide operators, supervisors, and managers in transforming losses into actionable steps, integrating Factbird into their performance routines.

• Facilitate improvement workshops that yield measurable actions with designated owners.

• Transition from shadowing to leading service packages while mentoring new colleagues.

• Oversee portfolio coverage, usage, customer risk, retention tracking, and opportunities for expansion.

• Address at-risk accounts and implement response plans.

• Identify potential expansion opportunities and pass qualified leads to Account Executives.

• Assist Account Managers with demonstrations and sales presentations.

• Present customer cases during Product feedback sessions.

• Conduct case study interviews and communicate findings to site leaders.

• Plan complex deployments across multiple sites in collaboration with Solutions and Sales teams.

• Share insights and enhance playbooks, templates, and training materials.

⛳️ Requirements

• Willingness to undertake approximately 80% business travel, primarily within the UK and Europe, with occasional trips to regions like Asia.

• Proficient in English; knowledge of a second European language at a business level is preferred, with German, Italian, or Polish being significant advantages.

• Experience in manufacturing settings, preferably across multiple sites, engaging from the shop floor to senior management.

• At least 5 years of experience in manufacturing operations, continuous improvement, OEE/lean coaching, or customer success/consulting within 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, with the ability to communicate these effectively.

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

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

• Experience leading multi-site rollouts or standardization initiatives.

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

• Background in supporting sales through product demonstrations, proposals, renewals, or expansions.

🏝️ Benefits

• Flexible working hours.

• Competitive salary.

• Internet reimbursement.

• Thoughtful and human-centered onboarding process.

• Biannual Individual Development Plan discussions and support for career growth.

• Company-wide kickoffs and team-building days.

• Global and inclusive culture.

• Equal opportunity employment environment.