How Jamf Made Customer Success + Customer Education a Power Duo

When Jamf set out to support its 76,000+ customers, the company realized that helping people succeed wasn’t just about answering support tickets or offering training—it was about bringing Customer Success and Customer Education together as true partners. With Gainsight CS and Skilljar, Jamf built a connected journey that helps customers learn, adopt, and grow with confidence.

Jamf used to run high-touch, in-person onboarding. But that model couldn’t keep up as they shifted from an on-premise model to a cloud-based SaaS model with 76,000+ customers. They needed to scale education without losing the effectiveness—or the personal touch.

“As Jamf has continued to grow, so has our SaaS offering, and our onboarding model had to shift,” said Randon Ruggles, Director of Customer Education at Jamf.

But it wasn’t only about scale. Customer Success and Customer Education often worked in parallel, leaving gaps in the customer journey.

Ruggles explained, “Oftentimes, there’s a barrier between Success and Education — a solid line. At Jamf, we’ve worked hard to make that line dotted instead, because we’re all here in service of the customer.”

And with a global customer base, Jamf had to meet a wide range of learning styles and skill levels. Cookie-cutter training wouldn’t cut it.

The challenge was clear: how do you create a journey that’s personal, scalable, and seamless — one that feels like a single experience to the customer?

Jamf needed new capabilities that could automate and align their customer success and education efforts while also providing a steady stream of actionable insights based on real customer data. Gainsight CS and Skilljar offered Jamf a way to meet those challenges and deliver a cohesive, customer-centric experience at scale.

Jamf aligned CS and CE through Skilljar and Gainsight CS. Here’s what that looked like in practice:

• Onboarding, orchestrated: Gainsight’s Journey Orchestrator triggered welcome emails and tracked progress. Skilljar delivered the training through courses and training paths. The result: every customer had a guided, personalized start—and CSMs could jump in when it mattered. As Jackie Petersen, Program Manager for Customer Success at Jamf, noted, “Our Gainsight admins make our dreams come true, letting us focus on the journey rather than manual tasks.”
• Proactive support, not just reactive: When CS noticed recurring issues, CE responded with quick-hit videos (“Jamf Shorts”) that tackled the problem head-on. These lived inside the Jamf support portal, Learning Hub, product UI, and even Jamf’s AI assistant—leading to an 80% drop in tickets for one common issue.
• Feature adoption, made natural: CS flagged key features. CE built training simulations and videos around them. Together, they nudged users through learning milestones and drove 60% adoption of a critical product capability.

And because training data from Skilljar flows straight into Gainsight, CSMs get real-time visibility into who’s falling behind—so they can step in with timely support.

Jackie Petersen, customer success program manager at Jamf shared, “Partnership is key. Success and Education working together has been very successful for our customers — and we recommend building that into your organizations too.”

The numbers speak for themselves:

• 60% adoption of a critical feature
• 80% fewer support tickets on a high-ticket workflow
• 10,000+ learners certified annually
• Happier, stickier customers with higher NPS, CSAT, and retention rates

The cultural shift was just as important. Success and Education stopped operating as silos—and started owning the customer journey together.

Petersen explained, “We are all in customer support — Success, Education, Product, Support. By working in step, we create a cohesive journey that feels seamless to the customer.” 

By leveraging Gainsight’s analytics and automation, Jamf achieved a 60% adoption rate for a key app-installer feature among targeted users. This was driven in part by precisely timed JO email campaigns in Gainsight CS that guided customers to adopt the feature seamlessly.

Additionally, Jamf saw an 80% reduction in support tickets for a specific workflow in their product. This was accomplished by embedding educational videos from their training catalog and resources directly into the product interface, providing customers with the information they needed at the exact moment they encountered challenges. These proactive interventions not only improved the customer experience, they also reduced the workload on Jamf’s Support teams, enabling them to focus on more complex customer needs.

And with real-time access to training data from Skilljar, CSMs could identify and assist customers who were falling behind in their onboarding journey, ensuring timely intervention.

Jamf plans to keep building on this partnership. Jamf is expanding training in more languages, embedding learning even deeper into the product experience, and using Gainsight data to get ahead of customer needs before they escalate. Jamf is now excited about the potential to bring all of their digital programs together – including their Gainsight Community (Jamf Nation), Gainsight PX, Skilljar, and Customer Success – to create a fully connected ecosystem where learning, engagement, and success insights flow seamlessly.

By continuing to connect Customer Success and the rest of their digital ecosystem, Jamf is proving that learning isn’t just about training — it’s about retention, adoption, and customer trust.

Want more from Jamf?

Hear from Randon Ruggles, Director of Customer Education at Jamf, on the Customer Education Labs podcast. And learn how they pivoted to a short-form video content strategy!