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Customer Success Manager resume example

Customer Success resumes should prove retention and expansion, not only “relationship management.” This Customer Success Manager example ties book-of-business size to measurable customer outcomes.

Alex Morgan

Senior Customer Success Manager
+1 555 0100·alex.morgan@email.com·linkedin.com/in/alexmorgan·Austin, TX

Professional Summary

Senior Customer Success Manager with 7 years of experience retaining and expanding enterprise SaaS portfolios. Specialises in strategic account planning, adoption, executive business reviews, renewal forecasting, and team coaching. Grew managed recurring revenue from $7M to $19M while lifting gross retention to 96%.

Technical Skills

Customer Success: Onboarding, Adoption, Renewals, Expansion

Account Strategy: Success Plans, Executive Reviews, Risk Management

Analytics & Tools: Gainsight, Salesforce, Looker, Health Scoring

Commercial: Forecasting, Negotiation, Value Realisation

Leadership: Team Coaching, Cross-functional Alignment, Escalations

Professional Experience

Senior Customer Success Manager2021 – Present
Nexus CloudAustin, TX
  • Led 5 customer success managers after being promoted, supporting $42M in recurring revenue.
  • Drove managed recurring revenue from $7M to $19M across 34 enterprise accounts.
  • Reduced preventable churn by 43% through risk playbooks and weekly intervention reviews.
  • Scaled gross retention from 89% to 96% while generating $3.8M in expansion revenue.
Customer Success Manager2018 – 2021
Lighthouse SoftwareSan Francisco, CA
  • Built success plans for 52 mid-market customers representing $8.6M in annual recurring revenue.
  • Automated health scoring across 14 product signals, improving risk identification by 31 days.
  • Increased feature adoption by 37% through role-based onboarding and quarterly enablement.
  • Streamlined executive reviews from 18 slides to 6 outcome measures, lifting attendance by 29%.

Projects

Customer Risk Early-Warning Programme2023 – 2024

Cross-functional operating model for identifying and resolving account risk.

  • Launched a risk programme covering 126 accounts and $58M in recurring revenue.
  • Delivered 91% action-plan completion and recovered $2.2M in at-risk renewals.

Education

B.B.A. Business Administration2018
University of Texas at AustinGPA: 3.7/4.0

Certifications

  • Certified Customer Success Manager (CCSM)
  • Gainsight NXT Administrator Certification

What makes this customer success manager resume strong

CSM action verbs

Lines open with Led, Drove, Reduced, Scaled, Built, Automated, Increased, Streamlined. Verbs emphasise retention, expansion, and enablement — the triad CS leaders hire for — instead of soft “partnered with customers” phrasing.

Retention and expansion metrics

Evidence includes "Led 5 customer success managers after being promoted, supporting $42M in recurring revenue." "Drove managed recurring revenue from $7M to $19M across 34 enterprise accounts." "Reduced preventable churn by 43% through risk playbooks and weekly intervention reviews." "Scaled gross retention from 89% to 96% while generating $3.8M in expansion revenue." NRR, churn reduction, and adoption metrics give CROs and CS VPs a clear scoreboard. Stating portfolio size next to outcomes calibrates seniority quickly.

Summary structure for CS

The summary names segment (SMB/mid-market/enterprise), CS toolkit, and a flagship retention win. Skills mix CRM, health scoring, and onboarding keywords that ATS pull from CS job descriptions. Bullets keep product complexity visible so domain transfer is easy to judge.

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