Senior Customer Success Manager
Job Summary At MAJIQ, we don't just provide software-we deliver mission-critical solutions that optimize operations for the pulp and paper industry. As a Senior Customer Success Manager, you'll serve as a strategic partner to our highest-potential clients, ensuring they fully leverage MAJIQ's software solutions. You'll be responsible for relationships with clients identified for their highest growth potential-helping them maximize their MAJIQ investment, align future strategies with our solutions, and expand usage to drive mutual growth.
Your deep expertise in supply chain, logistics, and manufacturing in the pulp and paper industry will allow you to understand customer needs, drive adoption, and align our solutions with their strategic goals. You'll work closely with senior stakeholders to enhance operational efficiencies, identify growth opportunities, and ensure long-term value. In this role, you won't just support customers-you'll help shape their success while driving revenue expansion opportunities for MAJIQ.
Responsibilities - Own and manage MAJIQ's 10-12 highest growth potential clients, driving strategic partnerships and long-term success.
- Serve as a trusted advisor to senior executives in IT, supply chain, logistics, and manufacturing, aligning MAJIQ's software solutions with their business objectives.
- Lead key accounts through their post-sale journey-from onboarding and adoption to expansion and advocacy-focusing on operational efficiencies and measurable ROI.
- Identify and drive software expansion opportunities, helping customers adopt new Elixir modules and solutions that improve their operations.
- Analyze customer workflows and supply chain processes to proactively identify areas for optimization and ensure full utilization of MAJIQ's software solutions.
- Collaborate with customers to develop best practices for inventory management, production planning, and logistics execution, reinforcing their competitive advantage.
- Work cross-functionally with Product, Engineering, and Support to champion customer needs, drive product enhancements, and troubleshoot complex operational challenges.
- Conduct executive-level business reviews, providing strategic insights on system utilization, efficiency improvements, and industry trends.
- Develop client growth strategies, proactively identifying and pursuing opportunities.
- Advocate for clients internally, ensuring a seamless feedback loop between the client and MAJIQ's internal teams.
- Stay ahead of industry shifts and emerging challenges in pulp and paper manufacturing to proactively advise customers.
- Travel as needed for on-site strategy sessions with customers, fostering strong relationships and deep industry partnerships.
Qualifications - 10+ years of leadership experience in supply chain, logistics, or manufacturing within the pulp and paper industry.
- Proven track record of managing executive-level customer relationships and driving operational improvements.
- Background in account management, customer success, or a similar customer-facing role in a B2B enterprise software environment.
- Strong strategic thinking, problem-solving, and business acumen.
- Excellent communication and presentation skills, with the ability to engage at all levels of an organization.
- Willingness to travel for onsite customer meetings.
Education - Bachelor's degree strongly preferred
Nice to have but not required - Experience using MAJIQ's Elixir software in a pulp and paper mill in North America.
Business Unit: Majiq
FLSA Designation (US Only): Exempt
Salary Range (US Only): The estimated base salary range for this role in the United States is $80,000.00 - $120,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.
Other Compensation (US Only): This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.
Benefits (US Only): Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
Time off (US Only): The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.
Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at .
NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.