Director, Customer Success Management

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.

 

Jamf offers remote and hybrid positions. Depending upon the role, work in the office, connect 100% remote from your home, or find the blend that works best for you.

 

What you'll do at Jamf: Jamf’s Customer Success Management team is tasked with helping drive the success, product adoption, and retention of Jamf’s customers. The Director of Customer Success Management is responsible for the strategy, execution, and development of the Customer Success Management team at Jamf. This includes the structure, strategic alignment, prioritization, and execution of the Customer Success Management organization.    This role aims to develop and lead the execution of a customer success strategy with a goal of maximizing adoption, customer value, and subsequently retention and growth enablement of Jamf’s customers. Key to the success of the Director of Customer Success Management is the ability to maintain strong relationships with leaders across customer operations, technical support, sales, and product leadership at Jamf to ensure that Jamf’s initiatives and strategies corporately align with the needs and expectations of our customers. The Director of Customer Success Management is accountable for the retention and long-term success of Jamf’s customers.  

What you can expect to do in this role:

• Serve as a relentless advocate for customers inside of Jamf
• Build close alignment with the needs of Jamf customers across industries and use cases
• Define and optimize Jamf’s customer success management strategic initiatives
• Lead a management team that serves multiple segments of customer success managers
• Build and maintain a culture of collaboration and ownership
• Maintain relationships with strategic customers for consistent customer feedback
• Maintain and hold accountability to key performance metrics, reporting results to internal stakeholders
• Understand corporate strategy to align with evolving needs and expectations of customers
• Collaborate with leaders across other departments to solve problems and improve customer retention
• Develop strategies that put customers first, and align to Jamf’s corporate initiatives
• Successfully engage beyond the Customer Success organization to expand collaboration and awareness within Jamf
• Manage resources and budget to meet or exceed objectives and drive business results
• Create development opportunities for high-potential employees
• Elevate employee engagement through a culture of transparency and active feedback
• Act as an escalation point for key customer satisfaction or engagement issues
• Mentor and inspire the Customer Success leadership team
• Manage succession planning and growth opportunities across management team
• Act as a constant agent for change and improvement
• Travel requirements between 10-20%

What we are looking for:

• 4 Year / Bachelor’s Degree (Required)
• Minimum of 7 years of experience leading Customer Success and/or Customer Service teams (Required)
• Minimum of 5 years of experience leading employees to achieve key results (Required)
• Minimum of 5 years of experience working in a customer-facing role in the SaaS or software industry. (Preferred)
• Experience working directly with Enterprise technology stakeholders
• Experience managing customer escalations
• Experience analyzing data to make strategic decisions
• Experience reporting key metrics to internal stakeholders
• Excellent communication and presentation skills; ability to represent organization publicly and within Jamf
• Proven ability to partner with senior business leaders to deliver solutions to corporate or departmental challenges
• Extensive experience working with large enterprise customers in an escalation or negotiation capacity
• Proven ability to provide a safe, productive, and inclusive environment that promotes respect and creativity so all employees can do their best work

How we help you reach your best potential:

• Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine
• We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees.
• We offer flexible work-life in a choice-based office model and new hires receive a #WFH stipend to better their work space. 
• Benefits are a critical part of the “whole employee experience”. Our b