Customer Success Manager, Manufacturing Intelligence Europe

Department: Sales EMEA

Employment Type: Full Time

Location: United Kingdom

Reporting To: Director of Customer Success & Professional Services

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-uploads, 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…