Customer Success Manager Resume Example & Writing Guide
View a professional customer success manager resume example with proven bullet points, key skills, and expert tips. Copy what works and customize with your own experience.
Professional Summary Examples
Start your resume with a compelling summary. Here are proven examples you can adapt:
Strategic customer success manager with 5+ years of experience managing a $10M ARR portfolio of 80+ SaaS accounts. Achieved a 97% net retention rate and generated $1.5M in expansion revenue through strategic upselling. Skilled in Gainsight, customer health scoring, and executive relationship management.
Data-driven customer success manager specializing in enterprise account management for B2B technology companies. Reduced churn from 15% to 5% by implementing proactive risk identification and intervention playbooks. Recognized as CSM of the Year for delivering the highest NPS in company history.
Client-focused customer success manager with a passion for driving product adoption and customer outcomes. Managed onboarding for 50+ accounts annually with an average time-to-value of 21 days. Expert in building success plans, conducting QBRs, and translating customer feedback into product improvements.
Work Experience Bullet Points
Use these achievement-focused bullet points as inspiration. Replace the numbers with your own metrics.
- Managed a portfolio of 85 SaaS accounts generating $10M+ in annual recurring revenue with a 97% net revenue retention rate
- Generated $1.5M in expansion revenue through strategic upselling and cross-selling, contributing to 25% of the team's total expansion target
- Reduced account churn from 15% to 5% within 12 months by implementing proactive health scoring and risk intervention playbooks in Gainsight
- Onboarded 50+ new accounts annually with an average time-to-value of 21 days, exceeding the company target of 30 days by 30%
- Conducted 120+ quarterly business reviews per year with key stakeholders, aligning product usage with customer business objectives and identifying growth opportunities
- Achieved a Net Promoter Score of 78 across the managed portfolio, the highest in the company, by delivering personalized success plans for each account
- Collaborated with Product team to champion 15+ customer feature requests that were implemented in the product roadmap, improving customer satisfaction scores by 20%
- Created and maintained a customer success playbook covering onboarding, adoption, renewal, and expansion workflows, adopted by a team of 12 CSMs
- Trained 200+ end-users on platform features through webinars, one-on-one sessions, and self-service documentation, increasing feature adoption by 35%
- Identified and escalated 20+ at-risk accounts using health score data, recovering $800K in revenue through targeted intervention and executive sponsorship
Key Skills for Customer Success Manager Resume
Include these skills on your resume to pass ATS screening and impress recruiters:
Recommended Certifications
These certifications can strengthen your customer success manager resume:
Tips for Your Customer Success Manager Resume
- Quantify your achievements: Use specific numbers, percentages, and dollar amounts to demonstrate impact.
- Use industry keywords: Include terms from the job description to pass ATS screening.
- Lead with action verbs: Start bullet points with strong verbs like developed, implemented, increased, reduced.
- Keep it concise: Aim for one page unless you have 10+ years of relevant experience.
Frequently Asked Questions
What should a customer success manager resume include?
Include portfolio size (ARR managed), retention rates, expansion revenue generated, churn reduction metrics, NPS scores, and onboarding metrics. Highlight experience with CS platforms (Gainsight, ChurnZero, Totango), QBR facilitation, and cross-functional collaboration with Sales, Product, and Support teams.
How do I quantify customer success on a resume?
Use metrics like net revenue retention (97%), churn reduction (15% to 5%), expansion revenue ($1.5M), NPS scores (78), time-to-value (21 days), customer health scores, and feature adoption rates (35% increase). Show the business impact of your work through dollar amounts and percentages.
How do I transition from support to customer success?
Highlight proactive customer engagement, upselling experience, and metrics that show business impact beyond ticket resolution. Emphasize relationship management, product knowledge, and data analysis skills. Pursue CS certifications and demonstrate your understanding of retention, expansion, and customer lifetime value.
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