Director, Customer Success Management

2 weeks ago

Minneapolis, United States Jamf Full time

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 Workand 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 benefits package includes generous paid time off, including VTO, health and mental health benefits, family planning services, retirement and more.
  • We put people over profits - which is why our customers keep coming back to us.
  • Our volunteer time off allows employees to support and give back to our communities.
  • We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
  • 23 of 25 world's most valuable brands rely on Jamf to do their best work (as ranked by Forbes).

What is a Jamf?
You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do the right thing.

What does Jamf do?
Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf's purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.

We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology - freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf

#LI-REMOTE


Jamf is an equal opportunity employer and does not discriminate with regard to race, color, national origin, age, religion, disability, gender, gender identity or expression, sexual orientation, pregnancy, genetic information, familial status, marital status, military status, or any other characteristics protected by federal, state, and local applicable fair employment practices laws.

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