AppleCare Enterprise Customer Success Manager
At Apple, we don’t just create products — we create the kind of wonder that revolutionises entire industries. The diversity of our people and their ideas inspires the innovation that drives everything we do, from groundbreaking technology to industry-leading environmental efforts.
Join Apple, and help us leave the world better than we found it!
Apple is hiring a Customer Success Manager (CSM) to join our AppleCare organisation and ensure our customers have a best-in-class experience.
The CSM will focus on B2B Fortune 1000 customers, helping them understand and leverage all entitled features and services. This role involves fostering long-term relationships through onboarding, mentorship, and advocacy, while promoting deep usage of Apple’s platforms, products, and subscription services. By prioritising customer satisfaction and retention, the CSM contributes to business growth and customer success.
You’ll be part of a team dedicated to making a meaningful impact. You’ll have the opportunity to engage with diverse customers, innovate in a dynamic environment, and help shape the future of enterprise customer success.
Successful candidates will be innovative, customer-focused, results-driven, and adaptable, with a genuine curiosity for understanding customers' businesses.
Key Responsibilities:
- Curate the customer’s service and support experience, ensuring overall satisfaction and continued adoption of Apple solutions.
- Represent Apple’s Enterprise support products with deep expertise.
- Understand customers’ technology infrastructures beyond their Apple Install Base.
- Facilitate IT infrastructure reviews, identify usage trends, and recommend best practices and methodologies.
- Collaborate proactively with Apple teams, serving as a customer advocate to ensure relevant and timely engagements.
- Identify dissatisfaction signals and address customer retention risks effectively.
- 5+ years in an Enterprise Customer Success or equivalent role.
- Bachelor’s degree, equivalent experience, or certification in Customer Success.
- Proven skills in customer retention, presentation delivery, and working independently to align internal teams for customer success.
- Ability to make high-quality decisions, even with incomplete information.
- Strong interpersonal skills to align the interests of diverse stakeholders.
- Willingness to travel to customer locations as needed.
- Proficiency in English and Mandarin (both written and verbal) is required to support the language specific market. Cantonese is advantageous, and additional language skills are highly desirable.
- Experience in environments involving: Mobile Device Management (MDM), Software-as-a-Service (SaaS), Networking Infrastructure, Directory Services, macOS, iOS, and iPadOS.
- Familiarity with CRM tools (e.g., Salesforce).
- Proficiency in collaborative software (e.g., Quip, Slack).
- Experience onboarding customers, effectively communicating product features and support processes.
- Exceptional active listening skills to identify and address customer needs.
- Analytical and problem-solving aptitude with a focus on creative solutions.
- Ability to organise and align internal resources to address customer requests and escalations.
- Outstanding time management, organisation, and prioritisation skills.
- High emotional intelligence, with the ability to inspire and foster collaboration across teams.