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10 Customer Success Manager Resume Examples to Land You a Role in 2023

Customer Success Managers are experts at building relationships, hitting targets, and driving results. As a Customer Success Manager, your resume is just like a successful customer engagement; it should define roles and responsibilities, establish a timeline, and show a commitment to the client. In this guide, we'll review 10 successful Customer Success Manager resumes and provide the essential tips to building a successful one.

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3/9/2023

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customer success manager resume

Resume Examples

Customer Success Manager
Senior Customer Success Manager
SaaS Customer Success Manager
Entry Level Customer Success Manager
Director of Customer Success
Customer Success Specialist
Customer Success Associate
Customer Success Analyst
Customer Success Account Manager
Client Success Manager

Resume Guidance

Customer Success Managers play a crucial role in ensuring the satisfaction and success of a company's customers. They are responsible for building and maintaining strong relationships with customers, helping them achieve their goals and ensuring that they continue to use and get value from a company's products or services. The role requires excellent communication, interpersonal, and problem-solving skills, as well as a deep understanding of the customer and their needs. To secure a job as a Customer Success Manager, it's important to demonstrate your customer-centric approach and expertise through a well-written resume. Whether you're an experienced customer success manager or just starting your career, a well-crafted resume can help you stand out and get noticed by potential employers. Below, you'll find sample resumes for customer success managers at different career levels, specialties, and industries, to help you get started.

Common Responsibilities Listed on Customer Success Manager Resumes:

  • Develop, monitor, and report on dashboard metrics to measure the overall customer health
  • Develop and maintain successful relationships with customers to ensure maximum customer retention and satisfaction
  • Analyze customer experience data to identify areas for improvement in service delivery, customer satisfaction, and customer loyalty
  • Oversee customer onboarding, ensure smooth transition of customer to successful use of the product/service
  • Create, maintain, and update customer success plans tailored to individual clients
  • Establish and maintain customer profiles to prevent customer churn
  • Monitor customer support tickets/issues and take appropriate action as needed
  • Support sales initiatives, partner with sales and marketing teams to enhance customer experience
  • Implement new processes and policies to continuously improve customer success initiatives
  • Facilitate customer workshops to drive product success across departments
  • Develop custom training and education materials for new and existing users
  • Gather and interpret user feedback through user surveys and other sources
  • Educate customers on best practices for product utilization
  • Facilitate customer webinars, events, and other initiatives for product success

Tip:

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Customer Success Manager Resume Example:

Customer Success Managers are responsible for developing and maintaining relationships with customers to ensure customer satisfaction and to foster loyalty. You should emphasize your experience with understanding customer data, developing customer success plans, and managing customer success initiatives on your resume. Also, include the successful outcomes of customer success initiatives such as customer satisfaction scores and reduction in turnover rate to demonstrate your success in the field. Be sure to showcase your customer-centric approach and your ability to communicate and collaborate with customers effectively.
Michael Chen
michael@chen.com
•
(233) 633-7827
•
linkedin.com/in/michael-chen
•
@michael.chen
•
Customer Success Manager
Industry-experienced Customer Success Manager with over four years of experience spearheading customer success and retention initiatives. Demonstrated history of increasing customer onboarding success rate by 15%, customer satisfaction scores to an all-time high of 93%, and decreasing customer churn rates by 20%. Responsible for identifying customer training needs and improving product utilization, resulting in a 12% increased customer adoption rate.
WORK EXPERIENCE
Customer Success Manager
3/2022 – Present
ACN South
  • Spearheaded the development of over 700 customer success plans, resulting in an increase of customer onboarding success rate by 15%.
  • Designed and developed a customer feedback survey program which generated an aggregate of 5,500+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93%.
  • Created tailored customer success webinars resulting in a 10% increase in product utilization by existing customers.
Customer Service Manager
3/2020 – 3/2022
Elemental Designs
  • Developed and managed multiple product-related dashboards and performance metrics, resulting in a decrease of customer churn rate by 20%
  • Implemented new processes and customer success policies, which improved customer problem resolution time from 24-48 hours to 4 hours
  • Trained and educated over 3,800 new and existing customers on product utilization best practices, resulting in an increased product adoption rate of 12%
Customer Support Manager
3/2019 – 3/2020
Aurora Dynamics
  • Managed over 1,000 customer support resolutions with ease and confidence, leading to an improved customer satisfaction score of 91%
  • Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies
  • Developed custom training and education materials which established a more seamless onboarding process, reducing learning curves and increasing customer loyalty
SKILLS & COMPETENCIES
  • Customer Relationship Management
  • Customer Analysis and Insights
  • Customer Training and Education
  • Performance Metrics and Dashboarding
  • Problem Resolution and Escalation
  • Process Improvement and Implementation
  • Strategic Planning and Product Utilization
  • Data Collection and Reporting
  • Onboarding and Support Strategies
  • Continuous Learning and Professional Development
  • Communication and Interpersonal Skills
  • Project Management and Time Management
  • Creative Solution Design and Execution
  • Organizational and Leadership Skills
COURSES / CERTIFICATIONS
Certified Customer Success Manager (CSM)
10/2022
Customer Success Association
Education
Bachelor of Science in Business Administration
2015-2019
Stanford University
,
Stanford, CA
  • Business Administration
  • Marketing

Senior Customer Success Manager Resume Example:

Senior Customer Success Managers play a pivotal role in ensuring the success of their customers. Their resumes should demonstrate a track record of delivering successful customer experience, retention, and implementation initiatives. These include processes and goals that build customer relationships and improve customer service, as well as activities that measure and improve customer satisfaction, satisfaction surveys, and customer service training. Prospective employers will be looking for evidence that a Senior Customer Success Manager can drive customer loyalty and satisfaction.
Megan Lee
megan@lee.com
•
(233) 156-8456
•
linkedin.com/in/megan-lee
•
@megan.lee
•
Senior Customer Success Manager
Senior Customer Success Manager with over 6 years of expertise in process optimization, reporting, and customer training. Proven track record of identifying customer needs and implementing strategies that result in increased customer satisfaction and retention, along with cost savings. Exceptional ability to collaborate with teams and deliver successful customer experience workshops, resulting in a 25% year-on-year increase in customer satisfaction.
WORK EXPERIENCE
Senior Customer Success Manager
07/2021 – Present
ReachUp
  • Facilitated the development of a customer success playbook to ensure customer satisfaction levels were up to 95%, a 15% increase from baseline
  • Spearheaded an initiative to identify and adapt plans to meet evolving customer needs, resulting in a 10% increase to customer retention rates and an overall lowered customer service costs by 15% over 4 years
  • Collaborated with various teams across the organization to implement customer success methods, improving customer satisfaction ratings by 5%, as measured through customer surveys
Customer Success Manager
03/2019 – 07/2021
NexusCorp
  • Established and implemented processes designed to build and maintain customer relationships, as well as improve customer service
  • Generated comprehensive bi-monthly performance reports to measure customer satisfaction and provide insight into customer issues, resulting in a 8% improvement in customer retention
  • Delivered successful customer experience workshops, leading to 20% customer satisfaction growth and a 5% rise in customer loyalty
Customer Success Representative
02/2017 – 03/2019
Skyline Tech
  • Led proactive goals sessions with senior customers to enhance their understanding of the product, achieving a 25% year-on-year increase in customer satisfaction
  • Automated customer experience reporting, resulting in a 8% cost savings on customer satisfaction programs
  • Designed and delivered customer service training for over 80 representatives, contributing to a 14% decline in customer complaints
SKILLS & COMPETENCIES
  • Relationship building
  • Relationship management
  • Customer service
  • Account management
  • Strategic planning
  • Project management
  • Process optimization
  • Organizational development
  • Analytical problem-solving
  • Business analysis
  • Data analysis
  • Team leadership
  • Training and development
  • Communication
  • Collaboration
  • Coaching
  • Negotiation
  • Creative problem-solving
  • Presentation
  • Presentation skills
  • Product management
  • Quality assurance
  • Time management
COURSES / CERTIFICATIONS
Cisco Customer Success Manager (DTCSM)
10/2022
Cisco
Education
Master of Business Administration
2011-2017
Stanford University
,
Stanford, CA
  • Organizational Management
  • Communication

SaaS Customer Success Manager Resume Example:

Customer success is key to success in software-as-a-service (SaaS) businesses. To succeed in this role, SaaS Customer Success Managers need to be excellent communicators and relationship-builders, with the ability to develop tailored solutions and strategies to ensure customer success and satisfaction. When putting together their resumes, these professionals should emphasize their experience in customer onboarding, customer satisfaction metrics, customer engagement techniques, customer feedback campaigns, customer retention, and customer loyalty initiatives.
Megan Lee
megan@lee.com
•
(233) 607-8123
•
linkedin.com/in/megan-lee
•
@megan.lee
•
SaaS Customer Success Manager
Motivated and customer-focused SaaS Customer Success Manager with excellent problem-solving & communication skills, looking to apply knowledge of customer success best practices to a company's operations and maximize prosperity. Aiming to leverage strong organizational, analytical & negotiation abilities to help a business achieve long-term success.
WORK EXPERIENCE
SaaS Customer Success Manager
3/2022 – Present
SaaSCrafters
  • Orchestrated onboarding & training sessions for 25 large, enterprise customers, ensuring 75% satisfaction score and absorption of customer success products & services
  • Successfully optimized customer satisfaction metrics with custom strategies & activities, increasing NPS score by 27%
  • Led Creative design & storytelling approaches to deliver presentations to customers, boosting usage & engagement metrics by 22%
Customer Success
3/2020 – 3/2022
SaaSMinds
  • Implemented a customer success plan that resulted in a 50% increase in customer satisfaction and a 25% increase in customer retention
  • Developed and delivered a comprehensive customer onboarding program that reduced customer churn by 30% in the first year
  • Established a successful customer feedback campaign, which provided valuable insights that were used to improve product offerings and the overall customer experience
Client Success Coordinator
3/2019 – 3/2020
SuccessGenie
  • Designed and executed a customer success metrics program that provided valuable insights into customer behaviors, needs, and engagement levels, resulting in a 15% improvement in customer satisfaction scores
  • Built and maintained strong relationships with key customers, which led to an increase in customer loyalty and a 40% reduction in customer churn
  • Led cross-functional teams to develop and implement a series of customer success initiatives, resulting in a 25% increase in customer retention and a 50% increase in upsell revenue
SKILLS & COMPETENCIES
  • Analytical & Critical Thinking
  • Customer Service & Support
  • Onboarding & Training
  • Relationship Building & Management
  • Creative Storytelling
  • Data Analysis & Insight Extraction
  • Strategic Planning & Execution
  • Project Management & Coordination
  • Customer Feedback & Retention
  • Problem Solving & Resolution
  • Process Optimization
  • Cross Functional Team Collaboration
  • Product Development & Improvement
  • Presentation & Communication
  • Industry & Trends Analysis
  • Quality Assurance & Compliance
  • KPI & Metrics Report Generation
  • IT Systems Implementation & Integration
  • Automated & Self Service Solutions
  • Adoption & Usage Promotion
  • User Experience Design & Testing
COURSES / CERTIFICATIONS
Education
Bachelor of Business Administration
2015-2019
University of Pennsylvania
,
Philadelphia, PA
  • Communication
  • Organizational Management

Entry Level Customer Success Manager Resume Example:

Customer Success Managers are responsible for implementing customer-centric strategies and processes to ensure customer goals and objectives are achieved. To be successful in this role, it is recommended to emphasize examples from prior roles that demonstrate success in customer satisfaction, customer onboarding and customer education. Details such as training materials development, utilization of KPIs and account set-up should be included, as these are crucial for achieving customer success.
Nina Martinez
nina@martinez.com
•
(233) 54-9196
•
linkedin.com/in/nina-martinez
•
@nina.martinez
•
Entry Level Customer Success Manager
A driven and highly organized Entry Level Customer Success Manager, offering 3+ years of experience in customer account management, training and success initiatives. Highly skilled in developing KPIs to monitor customer usage data, proactively increasing customer satisfaction ratings, and successfully onboarding customers. Motivated to utilize my expertise to drive customer success, prioritize customer objectives and enhance overall customer experience.
WORK EXPERIENCE
Junior Customer Success Manager
09/2022 – Present
Customer Champions
  • Proactively increased customer satisfaction ratings by 10%, ensuring customer goals and objectives were consistently achieved.
  • Developed customer presentations, including dossiers of customer feedback and insights to create ownership, accountability and long-term retention.
  • Utilized cross-functional teams to enhance customer experience and engagement, resulting in 50% of members successful onboarding in one month.
Junior Customer Success Manager
04/2022 – 07/2022
Success Solutions Inc.
  • Streamlined customer issue resolution process, resulting in a 30% decrease in inquiry turn-around times and an average rating increase of 15%
  • Created and delivered customer-specific training materials, enhancing customer knowledge of services and achieving a 55% success rate in customer objectives
  • Spearheaded customer success initiatives, including automated customer communications, account management strategies and product records audits resulting in customer satisfaction scores exceeding 95%
Customer Success Specialist
01/2022 – 04/2022
Flowstone Creative
  • Led customer onboarding and account set-up procedures for 200+ customer accounts, with customer satisfaction 91% or higher in all individual evaluations
  • Utilized KPIs to efficiently monitor customers' contracts and usage data, ensuring any customer-related issues were addressed immediately and customer goals were met
  • Developed comprehensive customer education and training materials, resulting in successful customer understanding of products and services, increasing customer usage by 20%
SKILLS & COMPETENCIES
  • Customer Relationship Management
  • Customer Onboarding
  • Data Analysis & Interpretation
  • Advanced Microsoft Office Skills
  • Problem Solving & Troubleshooting
  • Project Management & Planning
  • Cross-Functional Team Leadership
  • Technical Support & Solutions
  • Account Management & Strategy
  • Presentation & Communication Skills
  • Process Improvement & Automation
  • Quality Assurance & Performance Metrics
COURSES / CERTIFICATIONS
Education
Bachelor of Science in Business Administration
2018-2022
Harvard University
,
Cambridge, MA
  • Communication
  • Marketing

Director of Customer Success Resume Example:

Directors of Customer Success are experienced professionals who leverage data and metrics to ensure superior customer service and experience. Demonstrate your experience in recommending changes, tracking KPIs and key accounts, and improving customer onboarding performance in your resume. Prove the success of your work with quantifiable results, such as boosted customer retention rates or customer satisfaction scores. Be sure to show off your analytical skills, and highlight your successes in managing customer relationships and understanding customer needs.
Daniel Chen
daniel@chen.com
•
(233) 755-4827
•
linkedin.com/in/daniel-chen
•
@daniel.chen
•
Director of Customer Success
As a Director of Customer Success with 10 years of experience, I have leveraged KPIs to achieve the department's annual goals and initiated customer onboarding programs and implementation & training initiatives that successfully recruited and retained talent. Additionally, I have used customer feedback and data to create usage reports and improve customer experience in the customer lifecycle, driving product roadmap initiatives and ultimately having achieved the highest level of customer satisfaction in 4 years.
WORK EXPERIENCE
Director of Customer Success
09/2019 – Present
SuccessMakers Co.
  • Achieved the department's annual goals through successfully developing and tracking key performance indicators (KPIs) for the customer success team for 10 years.
  • Captured customer feedback to identify growth opportunities and inform product/service improvement initiatives.
  • Reached 8 year high in recruiting and retaining talent for the customer success team. Instrumental in the creation and maintenance of customer onboarding programs and implementation & training initiatives while developing strong relationships with key customer accounts.
Customer Success Manager
09/2016 – 09/2019
CustomerVision Inc.
  • Systematically identified, improved, and analyzed customer experience in the customer lifecycle to drive product roadmap initiatives and updates
  • Leveraged data and insight to create and measure customer usage reports, leading to highest level of customer satisfaction in 4 years
Junior Customer Success Manager
03/2013 – 09/2016
ServiceWorks Solutions
SKILLS & COMPETENCIES
  • Strategic Planning & Execution
  • Team Leadership & Management
  • Customer Success & Retention
  • Data & Analytics
  • Performance Optimisation
  • KPI & Performance Metrics
  • Process Optimisation & Automation
  • Customer Onboarding & Training
  • Product Roadmap Development & Execution
  • Relationship Building & Maintenance
  • Communication & Negotiation
  • Conflict Resolution
  • Problem Solving & Decision Making
  • Cross-Departmental Collaboration
  • Experience with CRM Systems
COURSES / CERTIFICATIONS
Education
Master of Business Administration
2007-2013
Columbia University
,
New York, NY
  • Organizational Management
  • Marketing

Customer Success Specialist Resume Example:

Customer Success Specialists provide critical customer support to ensure maximum customer satisfaction. This role focuses on customer engagement, product onboarding and user retention strategies. When crafting your resume, be sure to emphasize successful efforts in improving customer service levels, reducing customer support tickets, and any initiatives that have improved customer retention rates and overall customer satisfaction. Highlighting relevant experience in analytics and problem solving is also important.
Sophie Smith
sophie@smith.com
•
(233) 272-7635
•
linkedin.com/in/sophie-smith
•
@sophie.smith
•
Customer Success Specialist
An experienced Customer Success Specialist with a passion for helping customer accomplish their goals, seeking to leverage customer-focused skills to drive customer satisfaction and further improve service level. With advanced knowledge of customer success strategies and customer service principles, aiming to leverage strong customer relationships in order to increase customer retention, help customers reach their objectives, and drive revenue growth.
WORK EXPERIENCE
Customer Success Specialist
09/2022 – Present
CareWorks Co.
  • Increased customer retention rate by 17% through creating and implementing a customer success strategy that identified user needs, provided proactive customer service and shared best practices with customers.
  • Streamlined customer onboarding process, resulting in a 40% decrease in customer support tickets and a 13% increase in customer engagement.
  • Compiled customer feedback and analysis to identify, design, and implement solutions for customer success initiatives, improving customer service level by 20%.
Customer Support Specialist
03/2022 – 09/2022
SuccessPro Inc.
  • Implemented a customer relationship management (CRM) system which increased customer satisfaction rates by 20%
  • Conducted thorough customer success training programs resulting in a 25% reduction in customer inquiries
  • Built and maintained positive relationships with key customers resulting in a 10% increase in customer retention
Customer Care Specialist
01/2022 – 03/2022
ServiceBoost Solutions
  • Designed and delivered engaging customer success presentations to key stakeholders, resulting in a 25% increase in customer engagement
  • Analyzed customer data to identify trends and opportunities for improvement, resulting in a 15% increase in customer retention
  • Established and consistently met customer success metrics, demonstrating a commitment to customer satisfaction
SKILLS & COMPETENCIES
  • Problem-solving
  • Excellent communication and interpersonal skills
  • Strong organizational and multitasking skills
  • Detail-oriented mindset
  • Analytical Thinking
  • Data Analysis
  • Resourceful and proactive
  • Quality assurance
  • Strategic Planning
  • Initiative
  • Flexibility
  • Collaboration skills
  • Customer service-oriented mindset
  • High-level knowledge of customer/business needs and trends
  • Creative problem-solving skills
  • Expertise in customer retention and onboarding strategies
  • Experience in establishing and managing customer relationships
  • Knowledge of customer feedback analysis solutions
  • Process improvement and optimization skills
  • Proficiency in CRM, project management and Customer Support software
COURSES / CERTIFICATIONS
Education
Bachelor of Science in Marketing
2018-2022
Princeton University
,
Princeton, NJ
  • Marketing
  • Communication

Customer Success Associate Resume Example:

Customer Success Associates are responsible for optimizing customer satisfaction and retention. A successful Customer Success Associate will have prior experience in client relations and data analysis. Your resume should emphasize any successful customer relations initiatives, product training you’ve provided, and customer data insights you’ve helped deliver. Experience with customer onboarding and analytics software platforms should also be included, as well as a strong ability to work cross-functionally with sales and marketing teams.
Madison Lee
madison@lee.com
•
(233) 747-8390
•
linkedin.com/in/madison-lee
•
@madison.lee
•
Customer Success Associate
With 2.5 years in customer success, I have innovated strategies to identify customer needs, developed instructional materials and provided training, and created custom health scorecards to evaluate customer performance. I have redesigned customer onboarding processes, utilized software platforms and data analytics to optimize customer success plans, and identified gaps in customer service. My efforts have resulted in increased customer satisfaction, improved customer experience, and an 8% increase in upsells and cross sells.
WORK EXPERIENCE
Customer Success Associate
6/2022 – Present
SuccessZone Co.
  • Innovated strategies to identify customer needs and provide solutions and follow-throughs, resulting in a 20% increase in customer satisfaction ratings.
  • Developed instructional materials and provided training sessions to maximize customer adoption of new products.
  • Created custom customer health scorecards to accurately evaluate customer performance and journey.
Customer Service Associate
6/2020 – 6/2022
CareConnect Solutions
  • Redesigned customer onboarding process and coordinated efforts with sales teams to ensure successful customer retention and repeat business
  • Utilized software platform and data analytics to optimize customer success plans, resulting in an 8% increase in upsells and cross-sells
  • Proactively reached out to customers to request feedback and review product offerings, resulting in improved customer satisfaction ratings
Customer Support Associate
1/2020 – 6/2020
ServiceFirst Inc.
  • Identified potential issues and gaps in customer service, using data analysis to develop solutions and improve the customer experience
  • Produced monthly customer surveys to analyze customer data and improve customer service
  • Presented actionable plans to cross-functional teams to ensure customer satisfaction
SKILLS & COMPETENCIES
  • Strategic Customer Management
  • Project Management
  • Training & Coaching
  • Data Analysis & Reporting
  • Customer Metrics & Insights
  • Customer Onboarding
  • Product Knowledge
  • Problem-Solving & Troubleshooting
  • Customer Retention & Upsell/Cross-Sell Strategies
  • Community Building & Engagement
  • Quality Assurance & Satisfaction
  • Communication & Interpersonal Skills
  • Goal & Target Setting
  • Process Improvement & Automation
  • Relationship Building & Networking
COURSES / CERTIFICATIONS
Education
Bachelor of Science in Business Administration
2017-2021
Massachusetts Institute of Technology
,
Cambridge, MA
  • Communication
  • Business Management

Customer Success Analyst Resume Example:

Customer success analysts are responsible for understanding customer needs and developing strategies to ensure successful product adoption. Your resume should feature work experience related to customer engagement, onboarding, strategic planning, and product usage. Additionally, it should showcase success metrics and emphasize your understanding of customer behavior and feedback. Highlighting relevant technical skills associated with customer success analytics and communication tools is key to illustrating your capabilities for the role.
Jake Kim
jake@kim.com
•
(233) 294-2550
•
linkedin.com/in/jake-kim
•
@jake.kim
•
Customer Success Analyst
A dedicated Customer Success Analyst with proven ability to analyze customer data, create customer engagement plans, and deliver personalized customer experiences. Seeking to join an organization in order to utilize strong organizational, communication and troubleshooting skills to drive customer satisfaction, ensure product usage, and maximize customer success.
WORK EXPERIENCE
Customer Success Analyst
08/2022 – Present
SuccessMetrics Co.
  • Analyzed customer data and provided insights that drove a 10% improvement in customer engagement metrics.
  • Developed customer communication plans and engaging content to cultivate customer relationships.
  • Created personalized customer engagement plans to ensure customer success with notable renewal rates.
Customer Support Analyst
11/2021 – 08/2022
CustomerRetain Inc.
  • Led customer onboarding and training processes using Salesforce to maximize customer account management
  • Interfaced proactively with customers to identify and troubleshoot potential issues and pain points
  • Compiled customer success reports to analyze trends, behaviors, and track customer satisfaction scores
Customer Care Analyst
05/2021 – 11/2021
ServicePro Analytics
  • Facilitated customer success workshops, webinars, and other educational activities to strengthen product knowledge
  • Generated customer feedback insights to adjust strategies and enhance customer experience
  • Monitored customer usage metrics to identify potential opportunities and improve customer outcomes
SKILLS & COMPETENCIES
  • Data Analysis & Insights
  • Customer Relationship Management
  • Customer Onboarding & Training
  • Customer Experience & Support
  • Problem Solving & Troubleshooting
  • Customer Success Reporting
  • Educational Outreach & Facilitation
  • Product Knowledge & Understanding
  • Customer Feedback & Improvement Strategies
  • Data Driven Decision Making
  • Metrics & Usage Monitoring
COURSES / CERTIFICATIONS
Education
Bachelor of Science in Business Administration
2017-2021
University of Michigan
,
Ann Arbor, MI
  • Business Management
  • Marketing

Customer Success Account Manager Resume Example:

As a Customer Success Account Manager, you provide customer service and account management to build relationships, motivate customers, and drive revenue growth. Your resume should emphasize your customer-centric weaknesses and successes, along with the technical and analytical skills needed to guide customers through the customer journey. Your excellence in customer onboarding, customer feedback automation, and increasing customer satisfaction and usage of the product/service should be featured to show a prospective employer that you are a leader in the customer success field.
Ava Taylor
ava@taylor.com
•
(233) 268-5887
•
linkedin.com/in/ava-taylor
•
@ava.taylor
•
Customer Success Account Manager
Highly-experienced Customer Success Account Manager with a proven track record of exemplary performance in delivering successful results for customers. Increased revenues by a remarkable 40% and customer satisfaction by 42% through effective account management and onboarding processes. Automated reporting processes to provide stakeholders with real-time insights into customer satisfaction and product/service adoption.
WORK EXPERIENCE
Customer Success Account Manager
6/2022 – Present
Customer Achieve Co.
  • Built strong relationships with customers in assigned portfolio, resulting in a 90% retention rate, a 20% increase from the previous year.
  • Designed and executed successful onboarding strategies that increased product adoption by 30%.
    Implemented a customer engagement plan that resulted in a 50% increase in customer satisfaction ratings.
Customer Support Manager
6/2020 – 6/2022
SuccessCentral Inc.
  • Analyzed customer data to identify patterns and trends, resulting in a 35% reduction in customer churn
  • Led deep-dive account reviews with clients and sales teams, resulting in a 20% increase in sales opportunities
  • Conducted monthly business review calls with clients, leading to a 25% increase in customer lifetime value
Customer Care Manager
1/2020 – 6/2020
CareSquad Solutions
  • Acted as the customer's advocate internally, resulting in a 50% reduction in customer support tickets
  • Developed customized onboarding strategies and facilitated successful customer transitions to new products and services, resulting in a 40% increase in product adoption
  • Prepared sales opportunities and presented tailored solutions to customer needs, resulting in a 30% increase in sales revenue
SKILLS & COMPETENCIES
  • Client/Customer Relations Management
  • Team Collaboration & Communication
  • Advanced Sales & Negotiation
  • Product & Service Promotion & Development
  • Performance Analysis & Reporting
  • Cross-Selling & Upselling Strategies
  • Strategic Account Planning & Management
  • Data-Driven Decision Making
  • Business Development Strategies
  • KPI Monitoring & Implementation
  • Customer Onboarding & Retention
  • Project Planning & Execution
  • CRM Software Solutions
  • Customer Service & Support
  • Problem-Solving & Troubleshooting
COURSES / CERTIFICATIONS
Education
Bachelor of Science in Business Administration
2016-2020
University of Texas at Austin
,
Austin, TX
  • Marketing
  • Communication

Client Success Manager Resume Example:

Client Success Managers are responsible for leading client-facing activities that retain and grow customer relationships. They should have a demonstrated record of creating and executing successful strategies to ensure long-term customer satisfaction. Their resume should highlight successful client success initiatives and strategies, client retention skills, and presentations. This role requires excellent problem solving, multitasking, and communication skills.
Kaitlyn Lee
kaitlyn@lee.com
•
(233) 32-108
•
linkedin.com/in/kaitlyn-lee
•
@kaitlyn.lee
•
Client Success Manager
As a Client Success Manager with 4 years of experience, I have advanced retention rates, optimized onboarding processes, and strengthened customer relationships through data-driven strategies and engaging events. I have created an internal system to track client needs and successfully manage escalations to ensure timely responses and high satisfaction rates. I have extensive experience in delivering product presentations that drive client growth.
WORK EXPERIENCE
Client Success Manager
3/2022 – Present
ClientCare Co.
  • Delivered comprehensive client success objectives and metrics to improve retention rates, directly impacting long-term business revenue.
  • Developed an internal system of tracking client needs, changes, and feedback to ensure appropriate and timely responses to challenges or requests.
  • Led the implementation of a new client onboarding process, resulting in a 30% increase in customer satisfaction.
  • Transformed onboarding processes through client data analytics, resulting in shorter time-to-value and consistently high satisfaction rates. Drove client growth initiatives through in-depth demos and product presentations.
Customer Success Manager
3/2020 – 3/2022
Cloudify Data
  • Established and maintained relationships with top clients, resulting in a 20% increase in customer retention and revenue
  • Designed and delivered successful training sessions and educational resources, increasing customer utilization by 50%
  • Strengthen and refined client relationships by creating detailed, cross-functional strategies and engaging events
  • Effectively managed and re-evaluated client escalations to eliminate any redundancies
Account Manager
3/2019 – 3/2020
Clientwise Solutions
  • Developed and executed cross-selling strategies, resulting in a 15% increase in average revenue per client
  • Conducted regular customer success analysis, leading to the identification and implementation of key customer satisfaction improvements
  • Proactively monitored and addressed customer service inquiries and issues, resulting in a 40% decrease in customer churn
SKILLS & COMPETENCIES
  • Strong communication & interpersonal skills
  • Strong client relationship management
  • Detailed customer onboarding knowledge
  • Data analytics & reporting
  • Change management
  • Time-management & organization
  • Account management & customer retention strategies
  • Project management
  • Product presentation & demonstration
  • Cross-functional strategy experience
  • Prioritization and decision-making
  • Flexible and adaptive problem solving
  • Leadership and influence
COURSES / CERTIFICATIONS
Education
Bachelor of Business Administration
2015-2019
Duke University
,
Durham, NC
  • Business Management
  • Organizational Management

Resume Examples

Resume Guidance

High Level Resume Tips for Customer Success Managers:

As a Customer Success Manager, your resume should showcase your ability to build and maintain strong relationships with customers, as well as your ability to manage and resolve customer issues. Here are some tips to help you get into the right mindset:

Demonstrate your relationship-building skills:
Customer success management often involves building and maintaining strong relationships with customers. Emphasize your ability to communicate effectively, build trust, and manage customer expectations.

Highlight your problem-solving skills:
Customer success managers often need to resolve complex customer issues. Showcase your ability to analyze and resolve problems, and your experience with customer service software and tools.

Emphasize your teamwork ability:
Customer success management often involves working with cross-functional teams, such as sales, marketing, and product. Highlight your ability to collaborate and work effectively with other teams.

Showcase your customer advocacy:
Your resume should demonstrate your ability to advocate for customers and ensure their success. Include examples of your ability to identify opportunities for customer success and develop strategies to achieve them.

Tailor your resume to the job and company:
Customize your resume to each job you apply for, emphasizing the skills and experiences that make you a strong fit for the specific role and company.

Must-Have Information for a Customer Success Manager Resume:

Here are the essential sections that should exist in a customer success manager resume:

  • Contact Information
  • Resume Headline
  • Resume Summary or Objective
  • Work Experience & Achievements
  • Skills & Competencies
  • Education

Additionally, if you're eager to make an impression and gain an edge over other customer success manager candidates, you may want to consider adding in these sections:

  • Certifications/Training
  • Awards
  • Projects

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Customer Success Managers:

As a Customer Success Manager, your resume headline is the first thing that catches the attention of recruiters and hiring managers. It's your chance to quickly communicate to them why you're the ideal candidate for the job, setting you apart from other hopefuls who possess similar qualifications and experience. A great headline should be short and compelling, summarizing your overall experience and abilities. It should also reflect your expertise as a Customer Success Manager, highlighting any key competencies that make you stand out - such as a proven ability to increase customer retention, build relationships with strategic partners, or exceed revenue targets. When written thoughtfully and accurately, a resume headline is an effective way to gain the hiring manager's attention and entice them to give your resume the attention it deserves. After all, you have only seconds to make a lasting impression - a great headline can be the difference between getting the job or being left behind.

Customer Success Manager Resume Headline Examples:

Strong Headlines

  • Experienced Customer Success Manager with 4 Years of Proven Results

  • Reliable Customer Success Manager with 4 Years of Industry Experience

  • Good headlines effectively give the recruiter an overview of the candidate's experience and qualifications. For this particular example, they demonstrate how the Customer Success Manager has 4 years of experience.

  • Additionally, they also describe the individual as reliable, experienced and trustworthy.

Weak Headlines

  • Skilled Customer Success Manager

  • Expert Customer Success Manager

  • Bad resume headlines do not provide any concrete information about the candidate. They are simply generic titles and present no context about their experience or qualifications. This does not tell the recruiter anything about the individual and does not give a meaningful impression.

Writing an Exceptional Customer Success Manager Resume Summary:

A resume summary is a crucial component of a Customer Success Manager's resume. It provides a quick and compelling overview of the candidate's skills, experience, and achievements related to customer success. The resume summary is important because it is the first impression that a hiring manager has of the candidate, and it can help position the candidate as the ideal fit for the customer success role.

A strong resume summary for a Customer Success Manager should highlight their customer-focused mindset, excellent communication and interpersonal skills, and experience in driving customer satisfaction and retention. Additionally, it should showcase the candidate's ability to analyze customer data and make data-driven decisions to drive customer success.

Here are a few tips to make effective use of the summary:

  • Tailor it to the specific job: The resume summary should focus on the most relevant skills and experiences for the customer success role you are applying for.
  • Highlight quantifiable achievements: Emphasize your achievements, such as increased customer satisfaction scores or retention rates, to demonstrate your value as a Customer Success Manager.
  • Use keywords: Incorporate relevant keywords from the job description into your resume summary to help it get noticed by applicant tracking systems and hiring managers.
  • Keep it concise: The resume summary should be brief and to the point, ideally fewer than 4 sentences.
  • Avoid generic statements: The resume summary should avoid generic statements and instead focus on specific, quantifiable achievements that demonstrate your value as a Customer Success Manager.

Customer Success Manager Resume Summary Examples:

Strong Summaries

  • Customer-focused professional with 5 years of experience in driving customer engagement and satisfaction in SaaS industries. Skilled in building and maintaining strong relationships with clients, identifying areas of improvement, and implementing effective strategies to increase customer retention and loyalty. Proven track record of reducing churn rate by 35% and increasing customer satisfaction by 50%.
  • Experienced Customer Success Manager with a passion for helping clients achieve their goals. Skilled in building and maintaining strong relationships with clients, effectively communicating with cross-functional teams, and driving customer engagement and satisfaction. 5 years of experience in the SaaS industry, with a proven track record of exceeding customer expectations and increasing customer lifetime value by 40%.

Why these are strong:

  • The great summaries effectively communicate the candidate's key skills, experience, and accomplishments, while highlighting their achievements and impact on the customer success metric. The use of specific numbers and statistics helps to make the candidate's experience more tangible and credible.

Weak Summaries

  • 5+ years of experience in customer success. Skilled in customer engagement and satisfaction. Looking for a new opportunity
  • Experienced professional in the customer success field. Great at working with clients. Looking for a new challenge in a dynamic company

Why these are weak:

  • Generic and vague language that does not effectively communicate the candidate's skills or achievements
  • Lack of specific numbers or statistics to support the candidate's experience
  • Does not tailor their experience to the specific customer success role

Resume Objective Examples for Customer Success Managers:

Strong Objectives

  • Ambitious and adaptable Customer Success Manager with 1 year of experience and commitment to tailoring customer success strategies to individual customer needs and situation.

  • Extremely tech savvy and detail-oriented Customer Success Manager dedicated to ensuring the highest possible customer satisfaction and exceeding company goals.

Why these are strong:

  • The great objective statements mention specific skills and experience that the candidate has that pertain to the position they’re applying for. They also focus on the potential value they can bring to the company and make clear their commitment to ensuring customer satisfaction.

Weak Objectives

  • An experienced Customer Success Manager looking to obtain a position in a fast-paced and challenging environment.

  • Recent college graduate seeking a position as a Customer Success Manager to learn and acquire experience in the field.

Why these are weak:

  • The poor objective statements do not focus on the candidate’s specific skills and experience. They also do not reflect a clear focus on bringing value to the company, or on customer satisfaction. Instead, they are very generic and lack any tangible explanation of why the candidate is the right fit for the position.

How to Impress with Your Customer Success Manager Work Experience:

Customer Success Managers must demonstrate to employers that they have the experience and skills necessary to make customers happy and drive business success. This section of a resume should highlight key accomplishments in the customer success field, such as managing customer relationships, troubleshooting customer issues, and developing strategies to drive success. Employers will be looking for evidence that the Customer Success Manager has the skills and experience needed to drive customer satisfaction, increase customer loyalty, and increase revenue.

Best Practices for Your Work Experience Section:

  • Highlight accomplishments that support professional growth and show success in delivering customer success results.
  • Demonstrate problem-solving and decision making capability.
  • Showcase strong interpersonal and team-building skills with peers, colleagues and customers.
  • Share specific examples of how you have successfully handled difficult customer conversations and conflict resolution.
  • Detail results achieved from listening to customers and creating innovative solutions accordingly.
  • Show evidence of working with other departments to identify, prioritize and drive customer success initiatives.
  • Prove ability to forecast emerging trends in customer behavior and adjust strategies accordingly.
  • Show commitment to customer success by going above and beyond what is required.
  • Highlight how you measure, track and improve customer success outcomes.
  • Make sure to include any relevant certifications or certifications you’re working towards, such as CSM®, CSPO®, or CXA®.

Example Work Experiences for Customer Success Managers:

Strong Experiences

  • Managed a team of 10 customer success representatives, resulting in a 15% decrease in customer churn over a 6-month period.

  • Developed and implemented a customer success training program, leading to a 20% improvement in customer satisfaction.

  • Organized and participated in promotional events, resulting in a 10% increase in customer loyalty.

  • Developed and maintained a customer success system, resulting in a 10% decrease in response times over a 3-month period.

  • Created and managed a customer success database, leading to a 5% reduction in customer service costs.

  • Organized and coordinated promotional activities, resulting in a 5% increase in customer engagement.

Why these are strong:

  • These examples demonstrate the customer success manager’s ability to decrease customer churn, improve customer satisfaction, increase customer loyalty, reduce response times, reduce costs, and increase customer engagement. The metrics included in each example illustrate the impact that the individual had in their role.

Weak Experiences

  • Managed a team of customer success representatives.

  • Developed and implemented a customer success training program.

  • Organized promotional activities.

  • Developed and maintained a customer success system.

  • Created and managed a customer success database.

  • Participated in promotional events.

Why these are weak:

  • These examples do not provide any metrics or explain the impact that the individual had in their role. The duties listed are also too general and do not explain the individual’s accomplishments.

Top Skills & Keywords for Customer Success Manager Resumes:

As a Customer Success Manager, you play a vital role in helping businesses achieve maximum customer loyalty and retention. In this role, you need a combination of technical proficiency and customer service skills to ensure that customers have a positive experience every time they interact with your organization. When creating your resume, it is essential to effectively highlight the skills and expertise you possess to excel as a Customer Success Manager. Your skills section should effectively demonstrate your technical knowledge, as well as your ability to work collaboratively to identify customer needs and develop creative solutions to enhance their experience. By doing this, you will convey to potential employers that you have the talent and expertise to help take their customer success efforts to the next level.

Top Hard & Soft Skills for Customer Success Managers

Hard Skills

  • Industry Knowledge & Product Expertise
  • Relationship Management
  • Communication & Interpersonal Skills
  • Technical Problem-Solving
  • Analytical & Critical Thinking
  • Project Management
  • Process Improvement & Execution
  • Customer Service & Support

Soft Skills

  • Empathy
  • Verbal Communication
  • Problem Solving
  • Relationship Building
  • Interpersonal Skills
  • Patience
  • Conflict Resolution
  • Active Listening

Go Above & Beyond with a Customer Success Manager Cover Letter

Customer Success Manager Cover Letter Example: (Based on Resume)

Dear Hiring Manager,

I am excited to apply for the Customer Success Manager position at [Company]. As an accomplished professional with [number of years] years of experience, I am confident that my skills and expertise align well with the needs of the company.

In my current role, I spearheaded the development of over 700 customer success plans, resulting in an increase of customer onboarding success rate by 15%. Additionally, I designed and developed a customer feedback survey program which generated an aggregate of 5,500+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93%.

I also created tailored customer success webinars resulting in a 10% increase in product utilization by existing customers. By developing and managing multiple product-related dashboards and performance metrics, I decreased customer churn rate by 20%. My ability to implement new processes and customer success policies improved customer problem resolution time from 24-48 hours to 4 hours.

I trained and educated over 3,800 new and existing customers on product utilization best practices, resulting in an increased product adoption rate of 12%. My experience managing over 1,000 customer support resolutions with ease and confidence led to an improved customer satisfaction score of 91%. Moreover, I have established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.

I pride myself on my ability to develop custom training and education materials that establish a more seamless onboarding process, reducing learning curves and increasing customer loyalty. My strong communication and organizational skills, attention to detail, and ability to work collaboratively with cross-functional teams make me an asset to any organization.

I am eager to bring my skills and experience to [Company] and work towards providing the best customer experience for your clients. Thank you for considering my application.

‍

Sincerely,

[Your Name]

A cover letter is an invaluable tool for any job seeker, and this is especially true for Customer Success Managers. Customer Success Management is a highly competitive field, and a cover letter can help you stand out from other applicants. It can showcase your communication skills, highlight your relevant experience, and demonstrate your enthusiasm for the position.

While a resume provides a summary of your skills and experience, a cover letter allows you to personalize your application and connect with the hiring manager on a deeper level. It's an opportunity to tell your story, explain why you're passionate about customer success, and show how you can add value to the organization.

Here are some of the key reasons for pairing your Customer Success Manager resume with a cover letter:

  • It demonstrates your communication skills: As a Customer Success Manager, communication is key. Your cover letter provides an opportunity to showcase your ability to write clearly and concisely, and to convey your ideas effectively.
  • It shows your enthusiasm for the position: A well-written cover letter can demonstrate your passion for the role and the organization. This can make a big difference in the hiring manager's decision-making process.
  • It highlights your relevant experience: Your cover letter allows you to explain how your skills and experience align with the requirements of the job. This can help the hiring manager understand why you're a good fit for the role.
  • It sets you apart from other applicants: A well-crafted cover letter can help you stand out from other applicants who may have similar experience and qualifications.

We understand that writing a cover letter may seem daunting, but it doesn't have to be. Remember that the cover letter is an extension of your resume, so you can use the same format and content as your resume. It's also a chance to address any gaps or questions that the hiring manager may have after reading your resume.

Tips for aligning your cover letter with your resume:

  • Use the same header as your resume: This will help the hiring manager identify your application as a complete package.
  • Align the content of your cover letter with the requirements of the job: Use the job description as a guide to highlight your relevant skills and experience.
  • Use keywords from the job posting: Incorporate relevant keywords from the job posting to help your application get past applicant tracking systems (ATS).
  • Keep your cover letter concise and focused: Aim for one page and avoid repeating information from your resume.
  • Proofread carefully: Errors in your cover letter can undermine your credibility, so make sure to proofread carefully before submitting your application.

Resume FAQs for Customer Success Managers:

How long should I make my Customer Success Manager resume?

The ideal resume length for a Customer Success Manager depends on their experience level and the type of position they are targeting. Generally speaking, if they are a seasoned professional with several years of experience and are applying to a senior role, their resume should be around 2-3 pages. If they have limited experience and are applying to a lower-level position, a single-page resume should suffice. Ultimately, an effective resume should provide enough of a focused narrative to make an impact, without being overloaded with excessive detail.

What is the best way to format a Customer Success Manager resume?

A Customer Success Manager resume should feature a clear, concise summary and relevant work experience, sorted in reverse chronological order. It should include quantifiable metrics that highlight the results achieved in prior roles. Choosing a modern and straightforward layout is also ideal, as it perfectly reflects their professional expertise and experience. Proficiency in essential skills and technology should be clearly communicated via key terms within the context of job responsibilities.

Which Customer Success Manager skills are most important to highlight in a resume?

Customer Success Managers should include hard skills related to customer relations, communication, problem solving, analytics and technology in a resume. 1. Customer Relations: Customer Success Managers should be able to appear professional and build rapport with customers. To demonstrate these skills, include qualifications such as prior customer interaction experience, excellent verbal and written communication, conflict resolution and the ability to handle sensitive customer information.0 2. Communication: Strong communication abilities are a must for Customer Success Managers. This includes both internal organization communication with team members and external communication with customers. List accomplishments, such as being able to clearly convey technical information to a non-technical audience, being a leader in solving customer problems and reducing customer churn. 3. Problem Solving: Customer Success Managers need to think quickly and provide solutions to customer inquiries. Demonstrate examples of effective problem solving in the workplace and how you navigated complex customer issues. 4. Analytics: Customer Success Managers need to be able to analyze customer data. List techniques you used to identify trends and create actionable insights from data. Examples include running customer churn reports and analyzing support tickets. 5. Technology: Experience with customer relationship management (CRM) databases, help desk and other support software, as well as knowledge of enterprise applications and web technologies, are beneficial for Customer Success Managers. Include specific tools, such as Salesforce and Zendesk, that you are proficient in working with.

How should you write a resume if you have no experience as a Customer Success Manager?

If you have no experience as a Customer Success Manager specifically, start by focusing on any related experience you may have. Think about times in prior roles where you've fostered customer relationships, problem-solved customer issues, or offered exceptional customer service. Make sure to document the most relevant examples and highlight any accomplishments you achieved in past roles. Additionally, highlight any soft skills, technical ability and education you possess that you think are applicable to customer success, to show potential employers that you have what is needed for the role, even with no formal experience.