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CV de Customer Success Manager

Customer success manager resume example demonstrating churn reduction, NPS improvement, upsell revenue, and enterprise account management.

ATS-optimizedFree to useFully editableUpdated for 2026
(512) 663-4401
[email protected]
Austin, TX

Education

•

Bachelor's in Business Administration

University of Texas at Austin

Aug 2014-May 2018

Skills

Customer Retention and Churn Prevention

Gainsight Administration

Upsell and Expansion Revenue

Executive Business Reviews (QBR)

Onboarding Program Management

NPS and CSAT Improvement

Salesforce CRM

SaaS Product Adoption

Languages

•English

Certifications

•Certified Customer Success Manager (CCSM) - Level 3
•Gainsight Certified Administrator

DEREK

THOMPSON

SENIOR CUSTOMER SUCCESS MANAGER

Summary

Senior Customer Success Manager with 6 years driving retention and expansion revenue for enterprise SaaS accounts. Manage $18M ARR portfolio with 97.2% net retention rate. Expert in onboarding, QBR facilitation, health score monitoring, and proactive churn prevention. Gainsight administrator and certified CSM professional.

Experience

•
Senior Customer Success ManagerMar 2021 - Present

Zendesk

•
  • Manage portfolio of 35 enterprise accounts representing $18M ARR with 97.2% net revenue retention rate
  • Drive $2.8M in expansion ARR through proactive upsell identification, QBR presentations, and executive alignment
  • Reduce churn by 40% through early warning health score monitoring and targeted intervention playbooks in Gainsight
  • Improve average NPS from 32 to 61 across portfolio through executive business reviews and product advocacy programs
  • Onboard 12 new enterprise customers per year achieving time-to-first-value target of under 30 days for 91% of accounts
•
Customer Success ManagerJun 2018 - Feb 2021

Freshworks

•
  • Managed 60-account portfolio ($6M ARR) in SMB and mid-market segments with 94% renewal rate
  • Conducted monthly check-ins, training sessions, and product adoption reviews driving feature utilization from 42% to 78%
  • Served as voice of customer to product team submitting 45+ feature requests that were prioritized in roadmap

Projects

•
Customer Health Score Program - Present
•
Designed and implemented multi-dimensional health score model in Gainsight incorporating product usage, support ticket volume, and NPS trend, enabling proactive outreach to at-risk accounts 60 days before renewal
Certifications
Certified Customer Success Manager (CCSM) - Level 3

SuccessHACKER

Gainsight Certified Administrator

Gainsight

Resume guide

How to write a Customer Success Manager resume

A strong Customer Success Manager resume has to pass an Applicant Tracking System (ATS) and then convince a hiring manager in about seven seconds. Here is exactly what to include, how to make each section count, and the mistakes that keep otherwise-qualified sales candidates off the shortlist.

What to include in a Customer Success Manager resume

  • Professional summary — 2–3 sentences naming your specialization, years of experience, and one standout result.
  • Work experience — reverse-chronological, with quantified achievements (numbers, percentages, dollar amounts) rather than duties.
  • Skills — 8–12 hard and soft skills, mirroring the exact wording of the Customer Success Manager job posting.
  • Education & certifications — your highest degree plus any credentials valued in sales roles.

Customer Success Manager resume summary: good vs. bad

✗ Weak

“Hardworking Customer Success Manager seeking a position to use my skills and grow with a great company.”

✓ Strong

“Customer Success Manager with 5+ years of experience and a record of measurable results — for example, delivering a project 15% under budget or improving a key metric by 30%.”

Step by step

Write it in 5 steps

  1. 1

    Write your professional summary

    Open your Customer Success Manager resume with a 2–3 sentence professional summary that names your specialization, years of experience, and one standout achievement. This sets the context for everything that follows and is the first thing a hiring manager reads.

  2. 2

    List your work experience with quantified achievements

    Add your roles in reverse-chronological order. Write 3–5 bullet points per role starting with a strong action verb (Led, Built, Reduced, Grew) and include a specific metric for every achievement — numbers, percentages, dollar amounts, or time savings.

  3. 3

    Build a targeted skills section

    List 8–12 skills directly matching keywords in Customer Success Manager job postings. Include both technical skills (tools, software, methodologies) and soft skills (leadership, communication). Exact keyword matching is essential for passing ATS filters.

  4. 4

    Add education and certifications

    Include your highest degree, institution, and graduation year. List any certifications relevant to Sales roles. Certifications can offset experience gaps and are often required or preferred by employers in Sales.

  5. 5

    Optimize for ATS and download

    Use standard section headings (Experience, Education, Skills), avoid tables, columns, graphics, and text boxes, and save as PDF or DOCX. Run your resume through an ATS checker to verify keyword coverage, then download and apply.

FAQ

Customer Success Manager resume FAQ

What should a Customer Success Manager resume include?+

A Customer Success Manager resume should include six key sections: (1) A professional summary of 2–3 sentences that positions you for the role; (2) Work experience in reverse-chronological order with quantified achievements using numbers, percentages, and dollar amounts; (3) A skills section with both technical and soft skills matching keywords in Sales job postings; (4) Education listing your highest degree and institution; (5) Certifications relevant to the Customer Success Manager role; and (6) Optional sections such as projects, publications, or volunteer work if they strengthen your candidacy. Use standard headings and avoid tables, columns, and graphics so Applicant Tracking Systems can parse every section correctly.

How long should a Customer Success Manager resume be?+

A Customer Success Manager resume should be one page if you have fewer than ten years of experience, and two pages maximum for senior or executive-level professionals with extensive accomplishments. Every line should earn its place — cut roles older than 15 years, generic duties, and anything not directly relevant to the Customer Success Manager position you are targeting. Hiring managers spend an average of 7 seconds on an initial resume scan, so a tight, achievement-focused one-pager consistently outperforms a padded two-pager at the same experience level.

What skills should a Customer Success Manager list on their resume?+

A Customer Success Manager should list skills in two categories. Hard skills are the technical and role-specific competencies: tools, software, programming languages, methodologies, and domain knowledge required for the position — these come directly from the job description. Soft skills are the interpersonal and cognitive abilities that complement technical work: communication, problem-solving, collaboration, and leadership. Include 8–12 skills total, mixing both types, and mirror the exact phrasing used in Sales job postings so your resume passes ATS keyword matching. Avoid generic filler like "Microsoft Office" unless the role explicitly requires it.

What makes a strong Customer Success Manager resume stand out?+

A strong Customer Success Manager resume stands out through three characteristics. First, quantified achievements: every bullet point in your work experience should contain a metric — revenue generated, percentage improvement, team size managed, or cost saved. Vague duties tell hiring managers nothing; specific numbers prove impact. Second, ATS optimization: use the exact keywords, job titles, and tool names that appear in the Customer Success Manager postings you are targeting. Even a perfectly written resume will be rejected if it does not match the system's keyword threshold. Third, a targeted professional summary: a 2–3 sentence opening that names your specialization, years of experience, and one standout achievement immediately signals you are the right fit before the hiring manager reads a single bullet point. Clever CV's Customer Success Manager resume example demonstrates all three in a format designed to pass ATS and impress human reviewers.

Is the Customer Success Manager resume example on Clever CV free to use?+

Yes. The Customer Success Manager resume example on Clever CV is completely free to preview and use as your starting point. Click "Use this Example" to copy it instantly into the Clever CV resume builder, where you can edit every section — replace the sample content with your own experience, skills, and certifications — and download a polished, ATS-optimized PDF. Creating an account is free and gives you immediate access to the builder. Advanced features such as AI-powered bullet point generation, the ATS compatibility checker, and resume scoring are available on paid plans.

Build your Customer Success Manager resume in minutes

Start from this ATS-ready example, swap in your own details, and download a polished resume.