Customer Success Manager, Manufacturing Intelligence (UK & Europe)

Department: Sales EMEA Location: Remote - EMEA Description Factbird helps manufacturers see what’s really happening on their production lines, and do something about it. Our platform gives operators, supervisors, and managers live OEE, downtime, and quality data, so the people closest to a problem can fix it. More than 350 manufacturers use Factbird today, from single-line plants to multi-site groups across Europe and the US. But software alone doesn’t change how a factory runs. People do. That’s why we’re building a Customer Success and Professional Services team that shows up on the shop floor, launches every customer the same proven way, and stays close long after go-live. We’re now growing that team in the UK and Europe. You’ll join a small, hands-on group of Customer Success Managers who share one playbook, learn from each other’s real customer cases, and help shape how Factbird delivers value in 2027 and beyond. The role As Customer Success Manager for the UK and Europe, you own a portfolio of manufacturing customers from the day their system goes live. Your job is to make sure every site actually uses Factbird to run better, and that we hear about risk early, not when a cancellation lands. You’ll spend most of your week on customer sites: launching and re-launching Factbird with our standard deployment package, coaching teams from the production line to the leadership meeting, and delivering paid improvement work such as problem-solving coaching and Kaizen project weeks. When a customer is ready to grow, you bring in the Account Manager. When you spot a pattern Product should know about, you bring the real case to the table. You’ll report to the Director of Customer Success & Professional Services and work closely with Sales, Solutions, and Product. The team is small and the standard is new, so your ideas count: what works in the field gets built into the playbook for everyone. You’ll thrive here if you’re happiest in a factory, curious about why a line stops, and comfortable being on the road most of the week. What You'll Do Launch and re-launch customers on one standard - Run Factbird’s standard deployment package for new and existing customers, on site and remotely, until the team uses the data every day. - Take over customers from our Solutions team at go-live and own adoption from there. - Run system audits and configuration clean-ups, so every site can trust its data. - Lead annual support visits and leave each site’s leadership with a clear summary of results and next steps. Coach teams and deliver Professional Services - Deliver paid Professional Services packages, such as structured problem-solving coaching and Kaizen team project weeks. - Coach operators, supervisors, and managers to turn losses into actions, and help leaders build Factbird into their daily and weekly performance routines. - Facilitate improvement workshops that end with measurable actions and clear owners. - Grow from shadowing to co-leading to leading each package, and later coach new colleagues on it. Protect and grow your customer portfolio - Reach out to every customer in your portfolio, assess usage and risk, keep our retention tracker current, and bring at-risk and expandable accounts to the monthly regional risk and upselling meeting. - Act quickly when a customer is at risk: share early signals with the team and get a response plan started. - Spot expansion opportunities (new lines, new sites, new modules, services) and hand qualified leads to the Account Executive. - Support Account Managers through the upselling sales cycle, from building and running live demos to co-presenting sales decks to customers. - You’re measured on portfolio coverage, customer satisfaction, on-site visits, and Professional Services delivered, and over time on retention and expansion. Be the voice of the customer - Bring real customer cases to Product’s field feedback sessions. - Help tell our customers’ stories, for example by running case study interviews and sharing results with site leaders after every visit. - Plan multi-site and complex deployments together with Solutions and Sales. - Share what works in team case reviews, and help improve our playbook, templates, and training content. What we’re looking for You’re a manufacturing person first: someone who has spent real time on the shop floor, knows the difference between data shown and data owned, and enjoys helping people improve. You like a good standard, and you’re happiest with your sleeves rolled up at a customer site. What you need to bring - Openness to around 80% business travel mainly across the UK and Europe, with occasional trips further afield, such as Asia. Most of your week is spent at customer sites. - Fluent English, ideally with a second European language at business level. German, Italian, or Polish is a strong plus. - Experience in manufacturing environments, ideally multi-site, working with people from the shop floor to senior leadership. The ideal background - 5+ years in manufacturing operations, continuous improvement, or OEE/lean coaching, or in customer success or consulting for manufacturing software. - A solid grasp of production KPIs: OEE, downtime, throughput, scrap, and quality. - Experience facilitating workshops and coaching teams through behavioral change. - Comfort with digital tools, dashboards, and data, and the ability to explain them simply. - Confidence presenting to any audience, from a shift briefing to a leadership review or a live software demo. - Experience with MES, OEE, or shop-floor monitoring systems, or in a SaaS customer success role. - Experience leading multi-site rollouts or standardization programs. - Lean, Six Sigma, or similar continuous improvement training. - Experience supporting sales: product demos, proposals, renewals, or expansions. How you work - You follow a proven standard and improve it, rather than reinventing the wheel for every customer. - You stay direct and calm in tough conversations, including with an unhappy customer. - You share what you learn, ask for feedback, and care about the whole team’s results. Why Factbird? People are at the heart of everything we build. We believe great products come from empowered teams, and we work hard to create an environment where you can do your best work and have space for life beyond it. Here’s what you can look forward to: - Flexible working hours: We trust you to manage your time. Life isn’t one-size-fits-all, and neither is work. - Competitive salary: We offer compensation that reflects your skills, experience, and impact. - Internet reimbursement: Stay connected and productive, wherever you choose to work from. - Thoughtful, human onboarding: We’ll support you step by step, giving you the context, tools, and guidance you need to feel confident from day one. - A career path that grows with you: Through bi-yearly Individual Development Plan conversations, we’ll work together to shape a career journey that fits your ambitions. - Company-wide kickoffs & team days: We regularly come together across teams and regions to connect, celebrate, and align on what’s next. - A global, inclusive culture: We’re proud of our diverse backgrounds and perspectives, and we actively celebrate them in how we work and collaborate. We’d love to hear from you If this role feels like a match, we’d be excited to hear from you and explore how you could help shape the future of data collection and production monitoring at Factbird. And if someone in your network comes to mind who might be a great fit, feel free to share this opportunity with them. Have questions? You can always reach out at khma@factbird.com At Factbird, we believe that great work starts with people feeling respected, valued, and included. We are proud to be an equal opportunity employer and are committed to building a workplace where everyone has the opportunity to thrive. All employment decisions at Factbird are made based on business needs, role requirements, and individual qualifications, without discrimination based on gender, gender identity or expression, age, disability, marital or family status, nationality, ethnic or social origin, religion or belief, sexual orientation, or any other characteristic protected under applicable European and local employment laws. We celebrate diversity in all its forms and believe that different backgrounds, perspectives, and experiences make our teams stronger and our work better. We warmly encourage all qualified candidates to apply and to bring their whole selves to Factbird.