Customer Success Manager – Operational Excellence in Manufacturing | UK

MATICS is seeking a Customer Success Manager (CSM) with a strong background in manufacturing operations or operational excellence (OPEX) to join our team.

About MATICS:

MATICS is a leading company specializing in Digital Transformation for manufacturers. We pride ourselves on delivering exceptional customer experiences and providing innovative solutions to our global customers, including Kraft Heinz, Ipackchem, PepsiCo, SodaStream, Nestle, and many others.

We are making a big impact, simple!

Overview:

We are seeking a Customer Success Manager (CSM) with a strong background in manufacturing operations or operational excellence (OPEX).

This role requires hands-on experience working within a manufacturing or industrial environment, ideally in roles such as production management, continuous improvement, lean/OPEX, or plant operations.

As a CSM at MATICS, you will guide our manufacturing customers through their journey with our platform, ensuring adoption, impact, and long-term success. Your knowledge of real-world manufacturing challenges and KPIs will be essential in driving meaningful value for our clients.

Please note: Applications without direct manufacturing experience will not be considered.Main Responsibilities: 

• Own the entire customer journey — onboarding, adoption, expansion, and retention
• Act as a strategic partner and trusted advisor to manufacturing clients
• Guide customers in using the MATICS platform to improve operational performance and efficiency
• Identify bottlenecks and improvement opportunities using real-time and historical shop floor data
• Collaborate cross-functionally with Sales, Product, and Support to ensure customer outcomes
• Proactively manage account health and mitigate risks

Requirements:

• Minimum 3 years in a manufacturing or industrial setting — ideally in roles such as production/plant manager, process engineer, continuous improvement lead, or OPEX manager
• Strong understanding of Operational Excellence, Lean, or Six Sigma methodologies
• Proven experience in customer-facing roles (Customer Success, Implementation, Consulting, etc.)
• Excellent communication skills and ability to build relationships with operational teams and executives
• An analytical mindset with the ability to interpret and translate KPIs into actionable plans
• Based in the UK (remote role, with occasional customer travel)
• Nice to have:
• Experience with SaaS platforms in manufacturing/industry 4.0
• Familiarity with systems like MES, ERP, SCADA, or shop floor automation
• Experience supporting multinational industrial clients
• Fluency in additional languages

Why Join Us?

• Be part of a mission-driven company transforming manufacturing through digital innovation
• Play a key role in delivering measurable outcomes for leading industrial clients
• Enjoy flexibility: work remotely while maintaining strong customer relationships
• Collaborate with a global, diverse, and ambitious team in a dynamic startup environment

What we offer:

MATICS is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success.