Resume Example
Customer Success Manager Resume Example
Lead with retention, expansion, and customer outcomes. This sample highlights lifecycle management and growth.
Modern Minimal
Clean sidebar layout with navy accent. Great for tech and finance roles.
Keywords
Sample bullets
- Reduced churn by 17% by redesigning onboarding playbooks.
- Expanded ARR by $1.2M through proactive account growth plans.
- Owned customer health program that improved NPS by 14 points.
Why this works
- Centers on churn reduction and renewal success.
- Highlights cross-functional coordination with product and support.
- Shows ownership of high-value accounts.
Step-by-Step Guide
How to Write a Customer Success Manager Resume
Lead with retention and expansion metrics
CSMs are measured by keeping and growing accounts. Your summary should highlight net revenue retention, churn reduction, expansion revenue, or renewal rates. 'Maintained 95% gross retention across $8M portfolio' immediately establishes your impact.
Quantify your book of business
Include portfolio size (ARR, number of accounts), account segments (enterprise, mid-market, SMB), and outcomes (NPS, health scores, expansion). This context helps employers understand your experience level.
Show proactive value delivery
Great CSMs don't just react to problems—they proactively drive adoption and value. Include examples of QBRs conducted, success plans implemented, or proactive outreach that prevented churn.
Highlight cross-functional influence
CSMs work across product, sales, and support. Show how you've advocated for customers internally, influenced product roadmap, or partnered with sales on renewals and expansions.
Include relevant tools and certifications
List CS platforms (Gainsight, ChurnZero, Totango), CRM systems (Salesforce), and any certifications. Include product expertise if you've supported technical or complex products.
Summary Examples
Good vs. Bad Resume Summaries
“Customer success manager with 5 years driving 120% net revenue retention in B2B SaaS. Managed $6M ARR portfolio of 45 enterprise accounts. Reduced churn 30% through proactive health monitoring and strategic QBRs.”
Clear metrics (NRR, ARR, account count), specific outcomes (churn reduction), and methods (health monitoring, QBRs).
“Relationship-focused CSM who loves helping customers succeed. Strong communicator with experience managing accounts and resolving issues.”
Generic relationship language without evidence. No retention metrics, no portfolio size, no specific achievements.
“Enterprise CSM specializing in complex technical products. Grew accounts by average 25% annually through strategic expansion plans. Gainsight admin and created health scoring model adopted company-wide.”
Clear segment (enterprise), expansion metric, and unique contribution (health scoring model).
“Dedicated customer advocate passionate about delivering value. Team player with strong problem-solving skills and attention to detail.”
Buzzword-heavy with no substance. No metrics, no portfolio details, nothing specific to customer success.
Action Verbs
Power Words for Customer Success Manager Resumes
Common Mistakes
What to Avoid
- ✗Missing retention, expansion, or NRR metrics—the core CSM measures
- ✗Not quantifying book of business size and complexity
- ✗Focusing on relationship skills without evidence of business impact
- ✗Omitting proactive initiatives (QBRs, success plans, health scoring)
- ✗Not showing cross-functional work with sales, product, and support
- ✗Being vague about the products or customer segments you've supported
Salary ranges
| Level | US | EU | Canada |
|---|---|---|---|
| Entry | USD 41,000-78,000 | EUR 40,137-48,713 | CAD 47,000-55,000 |
| Mid | USD 78,000-114,000 | EUR 55,000-72,669 | CAD 60,000-75,000 |
| Senior | USD 94,000-152,000 | EUR 85,800-128,700 | CAD 75,000-100,000 |
Market themes
- Market growth is projected around 25% CAGR
- Technical CSMs command a significant premium
- Tier 1 cities pay 15-25% above national average
US hot markets
- San Francisco
- New York
- Seattle
- Boston
EU hot markets
- London
- Dublin
- Amsterdam
Canada hot markets
- Toronto
- Vancouver
- Montreal
FAQ
Common questions about this role
What should a CSM resume highlight?
Retention rates, expansion revenue, and account health improvements. Show that you can reduce churn, grow accounts, and turn customers into advocates through proactive relationship management.
How do customer success managers show impact?
Churn reduction, ARR expansion, NPS/CSAT improvements, and renewal rates. Include specific numbers: 'Reduced churn by 15% YoY' or 'Grew book of business from $2M to $3.2M ARR.'
Which skills matter most for CSM roles?
Relationship building, product expertise, data analysis for health scoring, and cross-functional coordination. Show that you can balance customer advocacy with business objectives.
Should CSMs include technical skills?
Yes, list CRM tools (Salesforce, Gainsight, ChurnZero), analytics platforms, and any product-specific certifications. Technical fluency helps you support customers and identify expansion opportunities.
How do CSMs describe customer relationships?
Focus on outcomes over activities: 'Managed portfolio of 45 enterprise accounts totaling $8M ARR with 95% retention' shows scale and results. Avoid vague statements about 'building relationships.'
What makes a strong CSM resume summary?
Lead with your book of business size, retention metrics, and expansion track record. Example: 'Customer Success Manager with 5 years driving 120% net revenue retention across enterprise SaaS accounts.'
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