Strategic Customer Success Manager

About the role

The Strategic Customer Success Manager (SCSM) at Jamf is responsible for managing a portfolio of high-touch, high-value, enterprise accounts. This role involves partnering with customers and executive stakeholders to understand critical goals, challenges, and key performance indicators. The SCSM also drives adoption and retention efforts by working closely with customers to identify success metrics and build strategic plans aligned with their business goals.

Responsibilities

• Own and manage a portfolio of high-touch, high-value, enterprise accounts, ensuring that customers achieve their desired business outcomes through proactive engagement.
• Partner with customers and executive stakeholders to understand critical goals, challenges, and key performance indicators.
• Partner cross-departmentally to advocate and act as the voice of the customer internally.
• Drive adoption and retention efforts by working closely with customers to identify success metrics and build strategic plans aligned with their business goals.
• Foster trusted relationships with key decision makers by delivering expert recommendations on best practices, workflows, and technical solutions.
• Establish and manage Centers of Excellence within customer organizations, fostering collaboration across multiple stakeholder groups to ensure alignment and drive enterprise-wide success.
• Lead recurring business reviews with customer stakeholders and executives to track progress against their goals, discuss future vision planning, and highlight additional opportunities for growth and value.
• Analyze customer health metrics and implement risk mitigation strategies to help retain and grow a book of business, ensuring continued engagement and investment into Jamf.
• Promote growth opportunities by identifying and facilitating upsell or expansion conversations within your accounts, in collaboration and alignment with your account sales representatives.
• Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally.
• Drive engagement with customer stakeholders to track and record progress on their goals and value metrics.

Requirements

• 5+ years of experience managing enterprise-level accounts with a focus on driving customer success and delivering outcomes.
• 1+ years of experience with Apple products in a professional setting (preferred).
• Ability to communicate effectively with both technical and nontechnical stakeholders.
• Proven success in managing and mitigating risk within a customer portfolio to ensure retention and growth.
• Experience working with executive stakeholders.
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) (preferred).
• Collaborative team mentality with proven ability to execute across cross-functional teams.
• Strong attention to detail and ability to speak to value and ROI.
• Ability to multi-task and prioritize duties.
• Ability to engage with and establish trust and rapport with all levels of customers and employees.

Qualifications

• Advanced knowledge of Jamf platform of products, customer environments, and key technical workflows for their customers’ businesses.
• Hybrid position available to individuals residing in the Minneapolis, MN, Austin, TX, and Eau Claire, WI metro areas.
• Experience working with Apple products in a professional setting (preferred).
• Ability to communicate effectively with both technical and nontechnical stakeholders.
• Proven success in managing and mitigating risk within a customer portfolio to ensure retention and growth.
• Experience working with executive stakeholders.
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) (preferred).
• Collaborative team mentality with proven ability to execute across cross-functional teams.
• Strong attention to detail and ability to speak to value and ROI.
• Ability to multi-task and prioritize duties.
• Ability to engage with and establish trust and rapport with all levels of customers and employees.

Skills

• Advanced knowledge of Jamf platform of products, customer environments, and key technical workflows for their customers’ businesses.
• Ability to communicate effectively with both technical and nontechnical stakeholders.
• Proven success in managing and mitigating risk within a customer portfolio to ensure retention and growth.
• Experience working with executive stakeholders.
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce) (preferred).
• Collaborative team mentality with proven ability to execute across cross-functional teams.
• Strong attention to detail and ability to speak to value and ROI.
• Ability to multi-task and prioritize duties.
• Ability to engage with and establish trust and rapport with all levels of customers and employees.

Benefits

Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf. We offer a comprehensive benefits package including health insurance, retirement savings plans, and paid time off.

Pay

Base pay is one part of our total compensation package and is set within a defined range. These ranges can vary based on hiring location. Where an individual's pay falls within that range depends on several factors, including role scope, location, budget, skills, experience, and qualifications. This approach helps ensure fair, competitive pay and provides room to grow as you develop in your role. For sales and commission-based roles, we post On-Target Earnings (OTE), which includes base salary plus estimated commission based on achieving 100% of performance targets. Commission is not guaranteed and varies based on individual performance results.

Schedule

This role is a hybrid position available to individuals residing in the Minneapolis, MN, Austin, TX, and Eau Claire, WI metro areas. While the role is primarily hybrid, you may be asked to work occasionally from the Jamf office or a local collaborative workspace alongside other Jamf team members for key events or important in-person engagements.