Customer Success Manager

$93,288 - $140,608/Yr

Apple - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Success Manager (CSM) at Claris, an Apple company, plays a crucial role in ensuring customers have a best-in-class experience with the Claris product stack. The CSM is responsible for building long-lasting customer relationships through onboarding, mentorship, and advocacy, ultimately focusing on customer satisfaction, deployment, and retention to help grow the business. Successful candidates will be innovative, proactive, and results-oriented, with a genuine curiosity about their customers' businesses.

Responsibilities

• Engage with new and existing customers to ensure they receive maximum benefit from the Claris product stack.
• Curate the customer's service and support experience, ensuring overall satisfaction and continued adoption.
• Seek to understand a customer's technology infrastructure beyond Claris.
• Facilitate IT Infrastructure reviews and proactively identify trends associated with customer engagement with Claris, recommending best practices.
• Collaborate with the Claris Partner ecosystem to advocate for customers and facilitate timely engagements.
• Identify customer dissatisfaction and retention risks.

Requirements

• 2+ years in an Enterprise Customer Success or Sales Product Support role.
• Bachelor's degree, equivalent experience, or certification in Customer Success.
• Proven proficiency in customer retention and presentation skills.
• Experience in customer success or related roles such as account management, consulting, or solution sales.
• Expertise in solution selling and a deep understanding of consultative sales processes.

Nice-to-haves

• Experience with Claris or FileMaker Product Suite, Software-as-a-Service (SaaS).
• Experience in onboarding customers and communicating product features effectively.
• Exceptional active listening skills to discern and address customer needs.
• Ability to align internal resources to meet customer requests and escalations.
• High level of emotional intelligence and empathy in interpersonal interactions.
• Deep understanding of project lifecycles for custom development.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Opportunity to participate in Apple's discretionary employee stock programs.