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