Customer Success Director Resume Example
A Customer Success Director resume is evaluated on revenue ownership measured by NRR and churn metrics, not individual account management.
This resume is for Customer Success Directors who lead teams and own net retention revenue (NRR) targets, but aren't yet responsible for global post-sales strategy or reporting directly to the Board of Directors.
- Ownership of department-wide NRR and churn metrics
- Evidence of scaling teams and building operational playbooks
- Ability to influence cross-functional stakeholders at the executive level
- Professional summary focused on total ARR and NRR ownership
- Experience section prioritized by team-scale and strategic impact
- Skills categorized by strategic leadership and technical platforms
Emily Baker
Summary
Experience
- Managed a $42M ARR book of business, maintaining 114% NRR through proactive account health monitoring and strategic executive alignment.
- Scaled the Customer Success team from 6 to 14 managers, implementing a tiered service model that increased operational efficiency by 32%.
- Architected a churn-prevention playbook using Gainsight health scoring, reducing gross churn from 12% to 7.4% within 18 months.
- Directed quarterly business reviews (QBRs) for top-tier enterprise accounts, identifying and securing $8.5M in expansion revenue.
- Prioritized high-touch engagement for the top 20% of enterprise accounts over automated outreach, resulting in a 15% increase in customer health scores.
- Owned retention for 25 strategic enterprise accounts, achieving a 96% renewal rate across a $12M portfolio.
- Spearheaded a cross-functional initiative with Product to streamline the onboarding flow, cutting time-to-value (TTV) from 90 days to 54 days.
- Mentored 4 junior CSMs on renewal negotiation tactics and account expansion strategies, resulting in the team exceeding expansion targets by 12%.
- Drove a 28% increase in product adoption by launching a series of executive workshops focused on identity security best practices.
- Managed 40+ mid-market accounts, consistently exceeding quarterly expansion targets by an average of 15%.
- Established the first formal QBR process for the mid-market segment, improving customer engagement scores by 40% within the first year.
- Resolved critical escalations for high-growth startups, preventing $1.2M in potential churn through technical advocacy and resource prioritization.
Education
Skills
Customer Retention · Account Management · Renewal Management · Stakeholder Management · Salesforce · Gainsight · Team Leadership · CS Strategy · NRR Ownership · Process Development · Hiring & Talent · Executive Reporting · Cross-functional Leadership · Forecasting · Customer Segmentation
What makes this resume effective
- This resume meets the hiring bar for Customer Success Director by demonstrating NRR ownership, team scaling experience, and cross-functional process improvement.
- At Databricks, Emily Baker managed a $42M ARR book of business and maintained 114% NRR, which signals the high-stakes financial responsibility expected in this role.
- See how the Okta section highlights reducing time-to-value from 90 to 54 days; this anchors her success in operational efficiency rather than just account maintenance.
How to write better bullet points
Managed a team of CSMs and helped them with their accounts.
Scales the Customer Success team from 6 to 14 managers, implementing a tiered service model that increased operational efficiency by 32%.
It replaces vague management tasks with concrete scaling metrics and a specific operational outcome.
Worked with the product team to make onboarding better.
Spearheaded a cross-functional initiative with Product to streamline the onboarding flow, cutting time-to-value from 90 days to 54 days.
It demonstrates leadership of a cross-departmental project and provides a measurable improvement in a key metric.
Conducted QBRs for enterprise customers to keep them happy.
Directed quarterly business reviews (QBRs) for top-tier enterprise accounts, identifying and securing $8.5M in expansion revenue.
It shifts the focus from customer happiness to a tangible revenue outcome that impacts the bottom line.
Customer Success Director resume writing tips
- Quantify the total ARR and NRR you oversee to prove fiscal responsibility.
- Highlight specific team growth metrics, such as scaling the team from 6 to 14 managers.
- Detail cross-functional projects that improved metrics like time-to-value or product adoption.
Common mistakes
- Focusing too much on individual account wins rather than team-wide performance or process improvements.
- Neglecting to mention the specific software, like Gainsight or Salesforce, used to track health scores and churn.
- Failing to show upward influence, such as reporting to a VP or CCO on revenue forecasts.
Frequently asked questions
Is this resume right for someone with 8-10 years of experience? Yes if you have managed a team and own a revenue target. No if you are still an individual contributor without leadership responsibilities.
Yes if you have managed a team and own a revenue target. No if you are still an individual contributor without leadership responsibilities.
Yes, if you have managed a team and own a revenue target. No, if you are still an individual contributor managing a single book of business without leadership responsibilities.
What if my background isn't in high-growth tech companies? Yes, because the core principles of revenue protection and customer retention apply to all subscription-based businesses, not just tech.
Yes, because the core principles of revenue protection and customer retention apply to all subscription-based businesses, not just tech.
The structure remains effective by focusing on the complexity of the customer base and the scale of the revenue protected. The principles of retention and expansion apply across all subscription-based industries regardless of the specific company profile.
What if I don't have exact NRR or churn percentages? Use renewal rates, portfolio growth, or health score improvements as substitutes to demonstrate your impact on fiscal responsibility.
Use renewal rates, portfolio growth, or health score improvements as substitutes to demonstrate your impact on fiscal responsibility.
Data such as renewal rates or the number of accounts saved serves as a substitute for NRR. In this resume, Emily Baker uses specific metrics like 114% NRR, but portfolio growth or health score improvements are also effective.
How much should I change before applying? Maintain the structural focus on team leadership and revenue while swapping specific tools like Gainsight to match your actual tech stack.
Maintain the structural focus on team leadership and revenue while swapping specific tools like Gainsight to match your actual tech stack.
The structural focus remains on team leadership and revenue while specific tools are swapped to match your experience. If ChurnZero is your primary platform instead of Gainsight, that tool appears in both the skills and the experience bullets.
What do hiring managers focus on for Customer Success Directors? They look for evidence of the transition from doing to leading, such as building churn-prevention playbooks rather than just handling escalations.
They look for evidence of the transition from doing to leading, such as building churn-prevention playbooks rather than just handling escalations.
They look for the transition from doing to leading. This resume signals that by showing how the candidate built a tiered service model and a churn-prevention playbook rather than just handling escalations.
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