[Hiring] Customer Success Manager @Factbird

Role Description

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.

• Spend most of your week on customer sites: launching and re-launching Factbird with our standard deployment package.
• Coach teams from the production line to the leadership meeting.
• Deliver paid improvement work such as problem-solving coaching and Kaizen project weeks.
• Report to the Director of Customer Success & Professional Services and work closely with Sales, Solutions, and Product.
• Contribute ideas to improve the playbook based on field experiences.

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.
• Take over customers from our Solutions team at go-live and own adoption from there.
• Run system audits and configuration clean-ups.
• Lead annual support visits and provide clear summaries 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.
• Facilitate improvement workshops that end with measurable actions and clear owners.
• Protect and grow your customer portfolio by assessing usage and risk.
• Act quickly when a customer is at risk and share early signals with the team.
• Spot expansion opportunities and hand qualified leads to the Account Executive.
• Support Account Managers through the upselling sales cycle.
• Be the voice of the customer by bringing real customer cases to Product’s field feedback sessions.
• Help tell our customers’ stories through case study interviews.
• Plan multi-site and complex deployments together with Solutions and Sales.
• Share what works in team case reviews and help improve our playbook.

Qualifications

• Manufacturing experience, particularly on the shop floor.
• Openness to around 80% business travel across the UK and Europe.
• 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.

Requirements

• 5+ years in manufacturing operations, continuous improvement, or OEE/lean coaching.
• 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.
• Confidence presenting to any audience.
• Experience with MES, OEE, or shop-floor monitoring systems.
• 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.

Benefits

• Flexible working hours.
• Competitive salary.
• Internet reimbursement.
• Thoughtful, human onboarding.
• A career path that grows with you.
• Company-wide kickoffs & team days.
• A global, inclusive culture.