Digital Success Strategy Manager

Coinscapture; Northern (KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Jamf is seeking a Digital Success Strategy Manager to own the digital customer success strategy, shape an AI-powered engagement model, and partner with engineering to scale adoption and retention across a broad customer base.

You will define requirements, roadmaps, and governance, design end-to-end programs, and align CS, Marketing, Product, and Operations while driving measurable outcomes with cross-functional teams and data-driven decision making.

Qualifications

• 6+ years in customer success or digital engagement strategy.
• Deep expertise in segmentation, lifecycle design, tech-touch engagement, and tooling.
• Experience applying AI and automation to customer engagement.
• Ability to translate strategy into actionable requirements for builders.
• Strong knowledge of customer success metrics and data.
• Familiarity with CS platforms like Gainsight and Salesforce (preferred).
• Bachelor’s degree in business/technical field, or equivalent experience.

Responsibilities

• Owns the digital customer success strategy for segmentation and lifecycle.
• Leads AI-powered evolution of the digital motion and roadmap.
• Defines requirements and priorities for tooling and automation; collaborates with the Digital Success Engineer.
• Owns adoption, retention, and coverage outcomes; defines metrics and targets.
• Designs end-to-end digital engagement programs with cross-functional teams.
• Collaborates with analytics and data teams to ground motion in health signals.
• Establishes governance for automated customer communication at scale.
• Aligns CS, Marketing, Product, and Operations around strategy and roadmap.
• Advocates for digital and scaled customer success at leadership level.
• Executes strategy with autonomy; escalates cross-functional decisions when needed.

Skills

Digital CS strategy

AI & automation

Strategy design

Cross-functional leadership

Data-driven decisions

Stakeholder mgmt

Education

Bachelor's degree in business/technical

CS or data-platform certifications (pref)

Tools

Gainsight

Salesforce

In-app tooling

Job description

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple.

The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.

What you'll do at Jamf

At Jamf, we empower people to be their best selves and do their best work. The Digital Success Strategy Manager owns Jamf’s digital customer success strategy: the one-to-many, technology-led engagement model that drives adoption, retention, and value at scale. Building on deep digital-success expertise, the role designs a modernized, AI-powered evolution of that motion and defines what it should do and why. It partners with a Digital Success Engineer who builds the supporting automation and tooling, and it owns the adoption and retention outcomes the strategy delivers.

What you can expect to do in this role:

• Owns the digital customer success strategy: the segmentation, lifecycle, and one-to-many engagement model that delivers adoption, retention, and value to customers outside high-touch coverage.
• Designs and leads a modernized, AI-powered evolution of the digital motion, identifying where AI, automation, and agents can scale proactive, personalized engagement and setting the roadmap to get there.
• Defines the strategy, requirements, and priorities that shape the digital motion’s tooling and automation, including the capabilities the Digital Success Engineer role must build. Partners closely with that role so the tooling serves the engagement model.
• Owns the adoption, retention, and coverage outcomes of the digital motion, defining the metrics and targets and iterating the strategy based on results.
• Designs digital engagement programs end to end, including customer journeys, campaigns, in-app guidance, and lifecycle touchpoints, in partnership with the Customer Success Management organization, Marketing, and Product.
• Partners with the Customer Success Analytics Engineer and data teams to ground the motion in customer health, adoption, and usage signals, so engagement is targeted by data rather than guesswork.
• Establishes governance and guardrails for automated customer communication, ensuring outreach is accurate, on-brand, appropriately reviewed, and safe to run at scale.
• Aligns cross-functional stakeholders (CSM, Marketing, Product, and Operations) around the digital success strategy and roadmap, building buy-in and driving adoption without direct authority.
• Serves as a subject-matter expert and internal advocate for digital and scaled customer success, bringing external best practices and a modernized vision to Customer Success leadership.
• Works with autonomy to execute the strategy and roadmap, exercising judgment on day-to-day priorities and escalating novel or highly cross-functional decisions for guidance.
• Other duties and special projects as assigned.

What we are looking for:

• 6+ years in customer success, digital or scaled customer success, or customer engagement strategy, including designing and running digital or one-to-many programs (required)
• Deep expertise in digital customer success: segmentation, lifecycle design, tech-touch engagement, and the tooling that powers it (required)
• Demonstrated ability to apply AI and automation to customer engagement, with a clear point of view on where AI scales the motion and experience putting it into practice (required)
• Experience translating strategy into clear requirements and priorities that a technical builder can execute against (required)Working knowledge of customer success data and metrics (adoption, customer health, gross and net retention) and how to use them to target and measure engagement (required)
• Familiarity with customer success and engagement platforms such as Gainsight, Salesforce, and in-app or digital-engagement tooling (preferred)
• Strong communication and cross-functional leadership skills, with the ability to influence CSM, Marketing, Product, and leadership stakeholders (required)

Education and Certifications

• Bachelor’s degree in a business, technical, or related field, or equivalent experience (required)
• A combination of relevant experience and education may be considered (required)
• Certifications in relevant customer success, engagement, or data platforms (preferred

How we help you reach your best potential:

• Named a 2025 Best Companies to Work For by U.S. News
• Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
• Named one of Forbes Most Trusted Companies in 2024
• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE®...