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Customer Service

Customer Success Manager Resume Example

A customer success manager resume needs to pass ATS filters for CS platforms while proving you drive retention and expansion revenue, not just satisfaction. Here is how to quantify NRR, churn, and account health.

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Customer Success Manager Resume Sample

A complete, recruiter-approved example you can use as a starting point. Open it in the builder to edit every line.

Customer Success Manager resume example rendered in the Metro Band template
Built with the Metro Band template

TYLER BROOKS

Senior Customer Success Manager

San Francisco, CA · t.brooks@email.com · (555) 568-9012

Summary

Senior customer success manager with 7 years driving retention and expansion across a $12M SaaS book of business. Consistently delivers 115%+ net revenue retention through proactive account health management and executive relationship building.

Experience

Senior Customer Success Manager · Salesforce

2021 - Present

  • Manage a portfolio of 45 enterprise accounts worth $12M ARR, achieving 116% net revenue retention
  • Reduced churn risk 28% by building a proactive health-score model adopted company-wide
  • Led quarterly business reviews with C-suite stakeholders, driving $1.8M in expansion revenue
  • Run Gainsight playbooks across 12 CSMs, lifting on-time renewal forecasting to 92%

Customer Success Manager · Asana

2018 - 2021

  • Owned onboarding and renewals for 60+ mid-market accounts, maintaining a 94% renewal rate
  • Cut time-to-value from 45 to 21 days by redesigning the onboarding playbook
  • Grew account expansion 22% by mapping usage data in Salesforce to targeted upsell plays

Customer Support Specialist · Zendesk

2016 - 2018

  • Resolved 60+ support tickets per week in Zendesk at a 4.8/5 average satisfaction score
  • Escalated and tracked 120 recurring product defects with engineering through Jira triage
  • Authored 35 help-center articles that cut repeat contact volume on billing issues by 18%

Education

B.A. Communications — San Francisco State University · 2018

Skills

Customer Success, Net Revenue Retention, Salesforce, Gainsight, QBR Facilitation, Churn Reduction, Onboarding, Account Management, Upsell Strategy, Stakeholder Management

Certifications

Certified Customer Success Manager (CCSM) Level 3, SuccessCOACHING

Salesforce Certified Administrator, Salesforce

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Must-Have Keywords for Customer Success Manager Resumes

These are the keywords ATS systems and recruiters search for. Include them naturally in your Skills, Summary, and Experience sections.

Customer SuccessNet Revenue RetentionChurn ReductionOnboardingQBRAccount ManagementSalesforceGainsightUpsellRenewalsCustomer Health ScoreStakeholder Management

The Right Resume Structure for Customer Success Manager Roles

ATS systems parse your resume top to bottom. The order of your sections matters — here is the order that works best for Customer Success Manager applications:

  1. 1Contact Information
  2. 2Professional Summary
  3. 3Core Skills
  4. 4Work Experience
  5. 5Key Achievements
  6. 6Education
  7. 7Certifications

ATS Optimization Tips for Customer Success Manager Resumes

  • Lead with revenue-retention metrics: net revenue retention (NRR), churn rate, renewal rate.
  • Quantify your book of business: number of accounts, total ARR managed.
  • Name the CS platforms you use: Gainsight, Salesforce, Totango, ChurnZero.
  • Show you run QBRs and executive relationships, not just support tickets.
  • Highlight upsell/expansion revenue you generated, separate from renewals.
  • Mention cross-functional work with product and sales to close the loop on customer feedback.

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