Customer Success Manager resume example. Plus the keywords recruiters search for.
A customer success manager resume that shows the ARR you protect and grow, how quickly customers see value and how you spot churn early — with the SaaS and Gainsight keywords CS leaders search for.
Reviewed by Nazir Elmurodov · Updated
/ The example
Customer Success Manager resume example.
Aaliyah Grant
Customer Success Manager
Boston, MA · aaliyah.grant@email.com · linkedin.com/in/aaliyahgrant
Summary
Customer success manager with 5 years in B2B SaaS. I run customer onboarding and adoption plans, use health scores to catch churn risk early, and work with sales on renewals and expansion revenue. Stakeholder management with both end users and executives is where I do my best work.
Experience
Customer Success Manager, Harborview Analytics · Apr 2023 – Present
- • Own a portfolio of 45 mid-market SaaS accounts worth $3.2M in annual recurring revenue (ARR)
- • Raised net revenue retention for my book from 98% to 112% through product adoption plans and expansion handoffs to sales
- • Built health scores in Gainsight from usage and support data, flagging at-risk accounts 60 days before renewal
- • Cut time to value for new customers from 45 to 21 days with a standard onboarding plan and QBRs that review agreed goals
Onboarding Specialist, Back Bay Software · Jun 2021 – Mar 2023
- • Onboarded 70+ new customers with kickoff calls, data imports and admin training
- • Wrote 30 help center articles in Zendesk that cut onboarding tickets by 20%
- • Kept a 95% CSAT score across 1,500+ support tickets before moving to onboarding
Education
B.A. Communication Studies, Northeastern University, 2021
Skills
Customer onboarding · Health scores · Renewals · Expansion revenue · Churn reduction · QBRs · Gainsight · Salesforce · Zendesk · Stakeholder management
Aaliyah Grant
Customer Success Manager
aaliyah.grant@email.com · Boston, MA
linkedin.com/in/aaliyahgrant
Summary
Customer success manager with 5 years in B2B SaaS. I run customer onboarding and adoption plans, use health scores to catch churn risk early, and work with sales on renewals and expansion revenue. Stakeholder management with both end users and executives is where I do my best work.
Experience
Customer Success Manager — Harborview Analytics
Apr 2023 – Present
• Own a portfolio of 45 mid-market SaaS accounts worth $3.2M in annual recurring revenue (ARR)
• Raised net revenue retention for my book from 98% to 112% through product adoption plans and expansion handoffs to sales
• Built health scores in Gainsight from usage and support data, flagging at-risk accounts 60 days before renewal
• Cut time to value for new customers from 45 to 21 days with a standard onboarding plan and QBRs that review agreed goals
Onboarding Specialist — Back Bay Software
Jun 2021 – Mar 2023
• Onboarded 70+ new customers with kickoff calls, data imports and admin training
• Wrote 30 help center articles in Zendesk that cut onboarding tickets by 20%
• Kept a 95% CSAT score across 1,500+ support tickets before moving to onboarding
Education
Northeastern University
B.A. Communication Studies · 2021
Skills
Customer onboarding, Health scores, Renewals, Expansion revenue, Churn reduction, QBRs, Gainsight, Salesforce, Zendesk, Stakeholder management
Why it works
It sizes the portfolio in accounts and ARR, then reports the outcomes CS teams are measured on — net revenue retention, time to value and early churn warning — and names Gainsight, Salesforce and Zendesk the way job posts do.
Use this as your starting point
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Start from this exampleSample resume. Names, companies and figures are illustrative.
/ Summary examples
Three summary examples. Pick the one closest to you.
Two or three lines: your level, your field and one result.
- Entry level
Customer support specialist with 2 years in SaaS moving into customer success. I kept a 95% CSAT across 1,500+ tickets and wrote help articles that cut repeat questions.
- Mid level
Customer success manager with 5 years in B2B SaaS. I manage $3.2M in ARR and raised net revenue retention for my book from 98% to 112%.
- Senior
Customer success leader who has built a team of 8 CSMs, designed the company's health score and renewal playbooks, and owns $20M in ARR.
More for other jobs and situations (no experience, career change, senior): resume summary examples.
/ Bullet points
Bullet point examples. From duty to result.
Turn duties into results: what you did, how, and what changed.
Retention
Instead of: Kept customers from churning
Write: Raised net revenue retention for a $3.2M book from 98% to 112%
Risk
Instead of: Monitored account health
Write: Built Gainsight health scores that flag at-risk accounts 60 days before renewal
Onboarding
Instead of: Onboarded customers
Write: Cut time to value from 45 to 21 days with a standard onboarding plan
Expansion
Instead of: Helped sales with upsells
Write: Turned adoption plans into expansion handoffs to sales across 45 accounts
Self-service
Instead of: Wrote help docs
Write: Wrote 30 Zendesk help center articles that cut onboarding tickets by 20%
Satisfaction
Instead of: Good customer feedback
Write: Kept a 95% CSAT score across 1,500+ support tickets
/ Keywords
Keywords and skills for customer success managers.
These come up often in customer success manager job posts. Include only the ones you can back up in an interview, and use the exact wording from the post you're applying to.
- Customer success
- Customer onboarding
- Net revenue retention
- Churn reduction
- Renewals
- Expansion revenue
- Health scores
- Product adoption
- Time to value
- QBRs
- Gainsight
- Salesforce
- Zendesk
- SaaS
- ARR
- CSAT
- Stakeholder management
/ ATS tips
ATS tips for customer success managers.
Lead with the portfolio
Number of accounts, their segment and the ARR you manage set your level before anything else.
Use retention metrics correctly
Gross revenue retention, net revenue retention and logo churn mean different things. Use the one your team tracked and label it.
Show how you spot risk
Health scores, usage alerts or a renewal playbook show you work ahead of problems, not just respond to them.
Name the CS platform
Gainsight, Totango, ChurnZero and Vitally are searched by name, along with the CRM and support tool you use.
Be clear about commercial ownership
Some CSMs own renewals and upsells; others hand them to sales. Say which you do so the reader isn't guessing.
How does your customer success manager resume compare?
Free ATS score, missing keywords and fixes in about 10 seconds.
/ Questions
Customer Success Manager resume FAQ.
Writing the cover letter too? See Aaliyah's cover letter, annotated
What metrics should a customer success manager include?
ARR or book size, gross or net revenue retention, renewal rate, time to value and adoption. Use the ones your team measured and that you can explain.
How do I move from support into customer success?
Show account-level work: customers you onboarded, problems you solved before they became tickets, and any renewals or upsells you helped with.
Is customer success a sales role?
It depends on the company. Some CSMs carry renewal or expansion targets; others focus on adoption and hand commercial work to account managers. Describe your role accurately and match the post.
Should I list Gainsight if I only used it lightly?
List tools you could use on day one. If you only viewed dashboards someone else built, say "Gainsight (user)" in an interview rather than claiming admin experience.
Do customer success certifications help?
Some training programs exist, but hiring managers usually look for retention and adoption results first. Real outcomes with accounts carry more weight.