Digital Success Strategy Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of Jamf’s digital customer success strategy, encompassing segmentation, lifecycle management, and broad engagement initiatives.

• Conceptualize and spearhead an AI-enhanced transformation of the digital customer success process.

• Establish the strategy, requirements, and priorities for tools and automation.

• Collaborate with the Digital Success Engineer to ensure that tools align with the engagement model.

• Oversee adoption, retention, and coverage outcomes; set metrics and objectives.

• Create comprehensive digital engagement programs, customer journeys, campaigns, in-app guidance, and lifecycle interactions.

• Work alongside analytics and data teams to target engagement based on customer health, adoption rates, and usage indicators.

• Set up governance and guidelines for automated customer communications.

• Coordinate with CSM, Marketing, Product, and Operations stakeholders to align on strategy and roadmap.

• Act as a subject matter expert and advocate for digital and scaled customer success within the organization.

• Implement the strategy and roadmap independently while escalating unique or highly cross-departmental decisions.

• Undertake additional responsibilities and special projects as needed.

⛳️ Requirements

• Over 6 years of experience in customer success, digital or scaled customer success, or customer engagement strategy, including the development and execution of digital or broad-reaching programs.

• Extensive knowledge in digital customer success, segmentation, lifecycle design, tech-touch engagement, and the associated tools.

• Proven capability to leverage AI and automation in customer engagement efforts.

• Experience in translating strategic vision into clear requirements and priorities for technical teams.

• Familiarity with customer success data and metrics, including adoption, customer health, gross retention, and net retention.

• Preference for candidates with experience using Gainsight, Salesforce, and in-app or digital engagement tools.

• Exceptional communication and cross-functional leadership abilities.

• Bachelor’s degree in business, technical, or a related field, or equivalent experience.

• A combination of relevant experience and education may be considered.

• Preferred certifications in pertinent customer success, engagement, or data platforms.

🏝️ Benefits

• Flexible, inclusive culture built on respect and trust.

• Emphasis on work-life balance.

• Opportunities for training and professional growth.

• Potential for both vertical and horizontal career advancement.

• Top-tier sales-focused Bootcamp training that includes technical and product knowledge.

• Support and sharing of best practices within the team.

• Chance to create a meaningful impact for over 75,000 global customers.