Customer Success Manager Resume Example

Customer success resumes should show that customers stayed, grew and were happy because of your work.

Use this example Template: ATS Customer Success

Continued · Harper Diaz

Summary

Customer Success leader with 8 years driving retention and expansion. Maintained 118% NRR, cut logo churn 30%, and scaled playbooks at Gainsight, Zendesk, and Box. Customer Success with mid-career depth across product, people, and P&L-adjacent outcomes. Known for quantified delivery, cross-functional leadership, and clear operating cadence. Sample profile is intentionally dense so you mostly edit, not invent.

Experience

Senior CSM
Gainsight · San Francisco, CA
03/2021 – Present

Enterprise book of $9M ARR.

118%NRR
30%Churn down
$1.4MExpansion
Health Playbooks
Risk interventions
  • Cut logo churn 30%
  • Drove $1.4M expansion
  • Raised win rate 8 pts for mid-market
Executive QBRs
Value realization
  • Standardized QBR narrative adopted by 20 CSMs
  • Held GRR at 97% on $40M+ book
  • Expansion attach rate +18%
Enterprise Logo Hunt (Gainsight)
Strategic account acquisition
  • Closed $2.4M ACV across 6 logos
  • Built multi-threaded maps for C-suite access
  • Cut sales cycle 19% with sharper discovery
Key achievements
  • CSM of the Year
  • Mentored juniors to promotion-ready bar at Gainsight 3 · 2023
  • Delivered quantified outcome ahead of plan at Gainsight +18% · 2024
  • Owned executive status pack for steering committee 12 · 2024
CSM of the Year · 2023
Customer Success Manager
Zendesk · San Francisco, CA
06/2018 – 02/2021

Mid-market SaaS accounts.

112%GRR
12Partners led
25%Efficiency gain
Onboarding Sprint
Time-to-value
  • Cut TTV from 60 to 35 days
  • Raised SLA attainment from 92% to 99.2%
  • Reduced severity-1 incidents 41%
Enterprise Logo Hunt (Zendesk)
Strategic account acquisition
  • Closed $2.4M ACV across 6 logos
  • Built multi-threaded maps for C-suite access
  • Cut sales cycle 19% with sharper discovery
Renewal & Expansion Engine (Zendesk)
NRR program
  • Held GRR at 97% on $40M+ book
  • Expansion attach rate +18%
  • Installed QBR template used by 20 AEs/CSMs
Key achievements
  • Top quartile CSAT
  • Mentored juniors to promotion-ready bar at Zendesk 3 · 2023
  • Delivered quantified outcome ahead of plan at Zendesk +18% · 2024
  • Reduced rework through clearer acceptance criteria -31% · 2022
Team Impact Award · 2024
Onboarding Specialist → CSM
Box · Redwood City, CA
07/2016 – 05/2018

Implementation to success path.

25%Activation
25%Efficiency gain
98%Goal hit rate
Activation Program
First value moments
  • Raised activation 25%
  • Automated 18 weekly reports
  • Saved ~22 hours/week of analyst time
Enterprise Logo Hunt (Box)
Strategic account acquisition
  • Closed $2.4M ACV across 6 logos
  • Built multi-threaded maps for C-suite access
  • Cut sales cycle 19% with sharper discovery
Key achievements
  • Promoted to CSM
  • Reduced rework through clearer acceptance criteria at Box -31% · 2022
  • Delivered quantified outcome ahead of plan at Box +18% · 2024
Team Impact Award · 2024
Support Intern
Salesforce · San Francisco, CA
05/2015 – 08/2015

Trailhead support.

500+Cases
98%Goal hit rate
4.8Stakeholder score
Case Deflection
Knowledge articles
  • Authored articles deflecting 12% of common cases
  • Cut cycle time 28% across 3 teams
  • Documented playbook adopted org-wide
Enterprise Logo Hunt (Salesforce)
Strategic account acquisition
  • Closed $2.4M ACV across 6 logos
  • Built multi-threaded maps for C-suite access
  • Cut sales cycle 19% with sharper discovery
Key achievements
  • Intern spotlight
  • Reduced rework through clearer acceptance criteria at Salesforce -31% · 2022
  • Delivered quantified outcome ahead of plan at Salesforce +18% · 2024

Education

UC San Diego
B.A. in Communications · La Jolla, CA · GPA 3.4
08/2012 – 06/2016

Awards

CSM of the Year
Gainsight · 2023
Enterprise book
President's Club
Company Awards · 2024
Top 5% quota
Partner Excellence
Alliances · 2022
Co-sell motion

Projects

Playbook Hub
Internal knowledge base for delivery standards
Notion, Loom
Impact Dashboard
Live KPI board for leadership reviews
Looker, Sheets

Achievements

  • Sustained 118% net revenue retention 118% · 2024
  • Built repeatable operating cadence used by peer teams Org-wide · 2024
  • Published internal playbook with 2K+ views 2K+ · 2023
Sample resume with a fictional person. Replace every detail with your own.

Summary example

Customer success manager with [X] years helping [SaaS] customers adopt products and renew. Portfolio of [N] accounts with [X%] retention.

Example bullet points for a Customer Success Manager

  • Onboarded [N] customers with average time-to-value of [X] days
  • Raised NPS from [X] to [Y] for a portfolio of [N] accounts
  • Reduced churn by [X%] with health scores and early outreach
  • Drove [$X] in expansion revenue through adoption programs
  • Created [N] help-center articles that cut support tickets by [X%]
  • Partnered with product to deliver [N] customer-requested features
  • Achieved [X%] of annual quota ([$X]) and ranked [#N] of [N] reps
  • Closed [N] new accounts including [notable customer], worth [$X] in annual revenue
  • Grew existing accounts by [X%] through upsell and cross-sell programs
  • Kept gross retention at [X%] across [N] accounts by running quarterly business reviews

Replace the [brackets] with your own numbers and facts. Never claim results you didn't achieve.

Skills to include

  • Customer Onboarding
  • Churn Reduction
  • Customer Health Scores
  • Gainsight
  • Salesforce
  • QBRs
  • Product Adoption
  • NPS
  • Renewals
  • Communication

Tips for a Customer Success Manager resume

  1. Show churn, renewal and expansion numbers.
  2. Mention the tools you use to track customer health.
  3. Describe customer segments you manage.
  4. Include one example of a turnaround account.
  5. Run the built-in resume checker and paste the job description into the keyword match before you download.

Related: How to write a resume · Action verbs · ATS templates

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