Customer Success Manager, Manufacturing Intelligence

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🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Factbird

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🍽️ Food & Beverage

🚘 Automotive

💼 Consulting

Food & Beverage • Automotive • Consulting

Factbird is a manufacturing intelligence company that provides a plug-and-play suite of IIoT hardware and cloud software to give manufacturers real-time production visibility, OEE tracking, scheduling, and analytics. Its platform combines edge devices, PLC and sensor integrations, video analysis, and a Manufacturing AI assistant with connected operations, quality and maintenance workflows, and workforce training tools to reduce downtime, waste, and manual paperwork. Factbird targets industrial customers (food & beverage, pharmaceutical, automotive, packaging, and more) and offers APIs, integrations to ERP/MES/BI systems, onboarding services, and customizable deployments.

📋 Description

• Own a portfolio of manufacturing customers from go-live onward • Run Factbird’s standard deployment package for new and existing customers, on site and remotely • Take over customers from Solutions at go-live and own adoption • Run system audits and configuration clean-ups • Lead annual support visits and provide leadership with results and next steps • Deliver paid Professional Services, including problem-solving coaching and Kaizen project weeks • Coach operators, supervisors, and managers to turn losses into actions • Help leaders incorporate Factbird into daily and weekly performance routines • Facilitate improvement workshops with measurable actions and clear owners • Coach new colleagues on Professional Services packages over time • Assess customer usage and risk, maintain the retention tracker, and raise at-risk or expandable accounts • Initiate response plans for at-risk customers • Identify expansion opportunities and hand qualified leads to Account Executives • Support Account Managers with demos and sales presentations during upselling • Bring customer cases to Product field feedback sessions • Conduct case study interviews and share results with site leaders • Plan multi-site and complex deployments with Solutions and Sales • Share lessons in team case reviews and improve playbooks, templates, and training content • Report to the Director of Customer Success & Professional Services and collaborate with Sales, Solutions, and Product

🎯 Requirements

• Openness to around 80% business travel, mainly across the UK and Europe, with occasional trips further afield such as Asia • Fluent English; a second European language at business level is ideal • Experience in manufacturing environments, ideally multi-site, working with shop-floor personnel through senior leadership • 5+ years in manufacturing operations, continuous improvement, OEE/lean coaching, or customer success/consulting for manufacturing software • Solid grasp of OEE, downtime, throughput, scrap, and quality • Experience facilitating workshops and coaching teams through behavioral change • Comfort with digital tools, dashboards, and data, with ability to explain them simply • Confidence presenting to audiences ranging from shift briefings to leadership reviews and live software demos • Experience with MES, OEE, shop-floor monitoring systems, or SaaS customer success • Experience leading multi-site rollouts or standardization programs • Lean, Six Sigma, or similar continuous improvement training • Experience supporting sales through product demos, proposals, renewals, or expansions • Ability to follow proven standards and improve them • Ability to remain direct and calm in difficult customer conversations

🏖️ Benefits

• Flexible working hours • Competitive salary • Internet reimbursement • Thoughtful, human onboarding • Bi-yearly Individual Development Plan conversations and career path support • Company-wide kickoffs and team days • Global, inclusive culture • Equal opportunity employer committed to a respectful, valued, and inclusive workplace

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