Customer and office

Customer Success Manager resume example

Lead with retention, expansion and health-score movement across the accounts you owned.

Below: what to put in the summary, six sample bullets with numbers, the skills worth listing, and the mistakes that show up most. The sample resume is a fictional person.

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Sample customer success manager resume for Jasmine Carter, a fictional person, in the Band layout. The names, employers and numbers are invented.

What to put in the summary

State the number of accounts and the segment you manage, plus your key outcomes (retention, expansion, health). Show that you partner with sales and product. Say the average contract size so the reader understands the stakes.

Customer success manager for 45 mid-market accounts worth $3.8M ARR, in HR software. Three years running onboarding and renewals, with a gross retention rate above 93%. Works closely with product on what customers ask for.

Example summary, written for a fictional customer success manager.

Sample bullets with numbers

Use ARR managed, retention and expansion numbers. They are what a hiring manager for this role is judged on too.

  • Managed 45 accounts totalling $3.8M ARR, with 94% gross revenue retention against a 90% team target.
  • Expanded 11 accounts by a combined $410K by pairing usage reviews with proposals for added modules.
  • Cut average time to first value for new customers from 38 days to 24 with a standard onboarding plan and weekly check-ins.
  • Created a health score from login, feature and ticket data, which flagged 9 at-risk accounts early; 7 renewed.
  • Ran quarterly business reviews for the 15 largest accounts and passed the top feature requests to product with account context.
  • Reduced inbound support tickets from onboarding customers by 18% with a short video library.

These numbers are invented to show the shape of a good bullet. Use your own, and leave a number out rather than guess.

Key skills to list

  • Account management
  • Onboarding
  • Renewals and expansion
  • Health scoring
  • Salesforce
  • Gainsight
  • QBR facilitation
  • SaaS metrics
  • Cross-team collaboration
  • Presentation skills

Name your CRM and customer success platform and the size of the book you manage.

Common mistakes

  1. Describing the job as “building relationships” with no retention or expansion figures.
  2. Omitting ARR or account count.
  3. Taking full credit for retention that was mostly product-led.
  4. Skipping examples of at-risk accounts you turned around.

A layout that suits this resume

Band’s bold header and single column work for a role that sits between sales and support, and keep retention numbers easy to find. See the Band template, or compare all 22 layouts.

Customer Success Manager resume questions

How is customer success different from account management on a resume?

Customer success leans on adoption, retention and health; account management leans on growth and contract value. Many roles do both, so use both sets of numbers.

What if I don’t manage ARR?

Use accounts, users, onboarding times or satisfaction scores. Say what is true for your role.

Related resume examples

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