Customer Success Manager Resume Sample

Maya Patel

maya@patel.csm

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(415) 555-8899

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linkedin.com/in/maya-patel-csm

Customer Success Manager

Customer Success Manager with 6+ years building lasting client relationships and driving product adoption. Managed portfolio of 80+ accounts representing $12M ARR with 96% retention rate. Increased customer health scores by 42% through proactive engagement and data-driven success planning. Expert in onboarding, renewals, and identifying expansion opportunities.

WORK EXPERIENCE

Senior Customer Success Manager

Jun 2021 – Present

CloudTech Solutions

Account Retention: Managed portfolio of 80+ mid-market accounts ($8.5M ARR) with 96% gross retention and 118% net retention through quarterly business reviews, success planning, and proactive risk mitigation
Product Adoption: Increased feature adoption by 52% through targeted training programs and in-app guidance, resulting in 35% improvement in customer health scores and reduced churn risk
Revenue Expansion: Identified and facilitated $1.8M in upsell and cross-sell opportunities by analyzing usage data and aligning additional products to customer business objectives

Customer Success Manager

Mar 2018 – May 2021

SaaS Innovations Inc

Customer Onboarding: Led onboarding for 150+ new customers annually, reducing time-to-value from 45 to 21 days and achieving 92% onboarding completion rate through structured implementation plans
Renewals Management: Managed renewal process for $4.2M portfolio with 94% renewal rate, conducting executive briefings and demonstrating business value through ROI analysis and case studies
Customer Advocacy: Built customer advocacy program that generated 18 case studies, 12 reference calls, and 8 speaking opportunities, contributing to $2M in influenced pipeline

SKILLS & COMPETENCIES

CERTIFICATIONS

Certified Customer Success Manager

Feb 2023

SuccessHACKER

Gainsight Customer Success Certified

Oct 2021

Gainsight

EDUCATION

Bachelor of Arts in Communications

2014-2018

University of Washington

Seattle, Washington

Business Communications
Customer Relations

Tools to build your Customer Success Manager resume

Copy and adapt these proven examples to create a resume that stands out.

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Resume Headlines

Use these attention-grabbing headlines to make a strong first impression.

Customer Success Manager | 80+ Accounts | $12M ARR | 96% Retention

CSM | 118% Net Retention | $1.8M Expansion Revenue | Product Adoption Expert

Customer Success Manager | 52% Feature Adoption Increase | Proactive Engagement

CSM | Renewals & Expansion | 96% Gross Retention | Strategic Account Management

Customer Success Manager | QBRs & Success Planning | 35% Health Score Improvement

CSM | Customer Advocacy Program | 18 Case Studies | $2M Influenced Pipeline

💡 Tip: Choose a headline that reflects your unique value proposition and matches the job requirements.

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Power Bullet Points

Adapt these achievement-focused bullets to showcase your impact.

Account Retention & Portfolio Management

• Managed portfolio of 80+ mid-market accounts ($8.5M ARR) achieving 96% gross retention and 118% net retention through quarterly business reviews and proactive risk mitigation

• Reduced churn by 35% through early identification of at-risk accounts implementing targeted intervention strategies

• Managed renewal process for $4.2M portfolio with 94% renewal rate conducting executive briefings and ROI analysis

• Maintained high customer satisfaction with NPS of 65+ and CSAT of 92% through consistent engagement and value delivery

Product Adoption & Customer Health

• Increased feature adoption by 52% through targeted training programs and in-app guidance improving customer health scores by 35%

• Reduced time-to-value from 45 to 21 days for 150+ new customers annually through structured implementation plans achieving 92% onboarding completion

• Developed success playbooks for different customer segments ensuring consistent value realization and adoption milestones

• Monitored usage analytics and health scores proactively engaging customers with declining metrics reducing churn risk by 28%

Revenue Expansion & Upsells

• Identified and facilitated $1.8M in upsell and cross-sell opportunities by analyzing usage data and aligning products to customer business objectives

• Achieved 118% net retention through strategic account expansion and value-based upselling

• Partnered with Sales on account expansion strategies contributing to $3.5M in total expansion revenue

• Created expansion playbooks identifying upsell triggers based on usage patterns, company growth, and feature adoption

Customer Advocacy & Strategic Impact

• Built customer advocacy program generating 18 case studies, 12 reference calls, and 8 speaking opportunities contributing to $2M influenced pipeline

• Developed and delivered quarterly business reviews demonstrating ROI and aligning product roadmap with customer strategic goals

• Established customer advisory board providing product feedback and serving as brand ambassadors

• Created customer success stories and testimonials supporting marketing and sales initiatives

💡 Tip: Replace generic terms with specific metrics, technologies, and outcomes from your experience.

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Resume Writing Tips for Customer Success Managers

Lead with Retention and Revenue Impact

CSMs own retention and expansion. Highlight: retention rates (96% gross, 118% net), ARR managed ($12M), expansion revenue ($1.8M). Show you protect AND grow revenue.

Quantify Product Adoption Success

Include: feature adoption increase (52%), health score improvement (35%), time-to-value reduction (45d → 21d). Product adoption drives retention—prove your impact.

Demonstrate Portfolio Scale

Show capacity: accounts managed (80+), ARR ($12M), onboarding volume (150+ annually). CSMs handle significant portfolios—demonstrate you can scale.

Show Strategic Customer Engagement

Include: QBRs conducted, success plans created, executive relationships, ROI analysis. CSMs are strategic partners—not just support contacts.

Balance Multiple CS Functions

List 10-12 skills covering onboarding, adoption, renewals, expansion, advocacy, tools (Gainsight, Salesforce), and soft skills. Show full CS lifecycle expertise.

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Essential Skills & Keywords

Include these skills to optimize your resume for ATS systems and recruiter searches.

Account Management

Customer Relationship Management Account Management & Retention Portfolio Management Strategic Account Planning Executive Relationship Building

Retention & Renewals

Renewals Management Churn Prevention Risk Mitigation Contract Negotiation Retention Strategy

Product Adoption

Product Adoption & Training Onboarding & Implementation Feature Education Time-to-Value Optimization Usage Analytics

Revenue Expansion

Upsell & Cross-Sell Expansion Strategy Value-Based Selling Account Growth Net Retention Optimization

Strategic Engagement

Quarterly Business Reviews (QBRs) Success Planning ROI Analysis Value Demonstration Executive Presentations

Tools & Analytics

Gainsight / ChurnZero Salesforce CRM Data Analysis & Health Scoring Customer Analytics Success Metrics Tracking

💡 Tip: Naturally integrate 8-12 of these keywords throughout your resume, especially in your summary and experience sections.

Why this resume works

Role-Specific Strengths

Retention and expansion: 96% gross retention, 118% net retention, $1.8M upsells—shows revenue impact
Product adoption mastery: 52% feature adoption increase, 35% health score improvement—drives customer success
Portfolio scale: 80+ accounts, $12M ARR managed—demonstrates capacity
Proactive engagement: QBRs, success planning, health monitoring—shows strategic approach

✓ ATS-Friendly Elements

CSM keywords: "account management," "retention," "expansion," "product adoption," "QBRs," "renewals"
Results verbs: Managed, Increased, Identified, Reduced, Built
Business metrics: $12M ARR, 96% retention, 118% net retention, $1.8M expansion
Tools: Gainsight, Salesforce, ChurnZero
Clear specialist-to-CSM progression

✓ Human-Readable Design

Summary leads with retention and portfolio value
Metrics show CSM scope: 80 accounts, $12M ARR, 96% retention
Experience demonstrates full CS lifecycle: onboarding, adoption, renewal, expansion
Skills balance relationship management with data-driven success planning
Customer advocacy work shows strategic contribution beyond individual accounts

💡 Key Takeaways

CSMs own retention and expansion—lead with 96% retention, 118% net retention, $1.8M upsells
Quantify portfolio: accounts managed (80+), ARR ($12M), retention rates, expansion revenue
Show product adoption expertise: feature adoption (52% increase), health scores (35% improvement)
Demonstrate strategic engagement: QBRs, success plans, executive relationships
Balance retention with expansion—CSMs both protect and grow revenue

📈 Career Progression in Customer Success

See how Customer Success roles evolve from tactical support to strategic account management and CS leadership.

🎧 CS Specialist → 🤝 CSM (Current) 📈 Director of CS →

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Customer Success Manager Resume Example