Factbird

Cloud-based manufacturing data collection and analysis

Customer Success Manager - Manufacturing Intelligence

Customer SuccessConfirmed live in the last 24 hours

Full-timeRemote in UKNo salary listed

About the Job

Requirements

Openness to approximately 80% business travel, mainly across the UK and Europe, with occasional trips farther afield, such as Asia.
Fluent English and experience in manufacturing environments, ideally multi-site, working with people from the shop floor to senior leadership.
At least 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 key performance indicators, including overall equipment effectiveness, 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 audiences ranging from shift briefings to leadership reviews and live software demonstrations.
Experience with manufacturing execution systems, overall equipment effectiveness, or shop-floor monitoring systems, or in a software-as-a-service customer success role.
Experience leading multi-site rollouts or standardization programs.
Experience supporting sales through product demonstrations, proposals, renewals, or expansions.

Responsibilities

Run Factbird’s standard deployment package for new and existing customers, on site and remotely, until teams use the data every day.
Take over customers from the Solutions team at go-live and own adoption thereafter.
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.
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 daily and weekly performance routines.
Facilitate improvement workshops that end with measurable actions and clear owners.
Progress from shadowing to co-leading to leading each service package, and later coach new colleagues on it.
Reach out to every customer in the portfolio, assess usage and risk, keep the 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 by sharing early signals with the team and starting a response plan.
Spot expansion opportunities, including new lines, sites, modules, and services, and hand qualified leads to the Account Executive.
Support Account Managers through the upselling sales cycle, including building and running live demonstrations and co-presenting sales decks to customers.
Bring real customer cases to Product’s field feedback sessions.
Help tell customers’ stories, for example by running case-study interviews and sharing results with site leaders after every visit.
Plan multi-site and complex deployments with Solutions and Sales.
Share lessons in team case reviews and help improve the playbook, templates, and training content.
Follow a proven standard and improve it rather than reinventing the process for every customer.
Stay direct and calm in difficult conversations, including with unhappy customers.
Share learnings, ask for feedback, and contribute to the whole team’s results.

Desired Qualifications

A second European language at business level; German, Italian, or Polish is a strong plus.
Lean, Six Sigma, or similar continuous-improvement training.

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.

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.

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.

About the Company

Factbird

Cloud-based manufacturing data collection and analysis

Factbird provides a cloud-based manufacturing intelligence platform that collects data from production lines in real time and analyzes it to help manufacturers optimize their processes. The system connects to factory equipment and sensors, aggregates data, generates dashboards and alerts, and offers insights to improve efficiency and reduce downtime. The product is designed for a wide range of manufacturing customers and is deployed by more than 300 companies in 28 countries, reflecting its global B2B reach. Factbird differentiates itself through its global presence, scalable cloud platform, and focus on real-time data collection and analysis for production optimization. The company’s goal is to help manufacturers become more data-driven, improve operational performance, and scale their operations internationally.

Company size: 51-200
Company stage: Growth Equity (Venture Capital)
Total funding: $21.1M
Headquarters: Copenhagen, Denmark
Founded: 2015

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