Customer Success Manager Resume Example
Customer Success Managers get hired when they prove revenue ownership measured by NRR, not by listing relationship maintenance tasks.
This resume is for customer success managers who own high-value portfolios and drive renewals, but aren't yet responsible for building a global success department or managing entire regional strategies.
- Ownership of Net Revenue Retention (NRR) and expansion targets
- Evidence of proactive risk mitigation and churn reduction strategies
- Proficiency in customer success platforms and data-driven health scoring
- Experience section lead with specific portfolio size and NRR metrics
- Skills grouped by technical platforms and functional success areas
- Professional summary focused on revenue impact and relationship depth
Lauren Cooper
Summary
Experience
- Maintained 119% NRR across a $4.2M book of business using Gainsight to track health scores and secure multi-year renewals.
- Led 14 quarterly business reviews (QBRs) for enterprise accounts, aligning product roadmaps with client OKRs to increase seat utilization by 32%.
- Generated $315K in expansion revenue by cross-selling engagement and compensation modules to existing performance management customers.
- Mentored 2 junior CSMs on renewal negotiation tactics and account prioritization frameworks, improving their average NRR by 8% over two quarters.
- Reduced annual churn from 13% to 6.2% by developing a proactive risk mitigation workflow based on low workspace activity signals.
- Owned SQL-based analysis of product usage data for 85 accounts, identifying 12 high-risk segments and implementing targeted re-engagement campaigns.
- Designed and launched a standardized onboarding framework for mid-market clients, decreasing time-to-value from 45 days to 28 days for over 15,000 users.
- Prioritized high-touch intervention for accounts with >$50K ARR over automated sequences, resulting in a 96% renewal rate for the top tier of the portfolio.
Education
Skills
Customer Retention · Account Management · Renewal Management · Stakeholder Management · Salesforce · Gainsight · QBR Facilitation · Health Scoring · Onboarding · Product Adoption · Customer Communication · Data Analysis · SQL · Tableau
What makes this resume effective
- This resume meets the hiring bar for customer success managers by demonstrating consistent NRR growth, proactive churn mitigation, and technical proficiency in CS tooling.
- Lauren’s experience at Lattice shows high-level ownership by anchoring her 119% NRR performance directly to a $4.2M book of business and Gainsight health-tracking.
- Notice how the Notion bullets highlight a transition from reactive support to proactive strategy by using SQL analysis to identify risk segments for 85 accounts.
How to write better bullet points
Managed a book of business and helped customers with renewals.
Maintained 119% NRR across a $4.2M book of business by securing multi-year renewals for enterprise accounts.
It replaces a vague activity with a specific revenue outcome and portfolio size.
Conducted QBRs for clients to discuss their goals.
Led 14 quarterly business reviews for enterprise accounts, aligning product roadmaps with OKRs to increase seat utilization by 32%.
It quantifies the volume of work and ties the activity to a measurable increase in product adoption.
Used data to find customers who might churn.
Reduced annual churn from 13% to 6.2% by developing a risk mitigation workflow based on low workspace activity signals.
It shows a proactive, data-driven strategy that resulted in a significant and measurable reduction in churn.
Customer Success Manager resume writing tips
- Lead your bullets with NRR or expansion percentages to prove you own the revenue outcome, not just the relationship.
- Detail a specific workflow you built to identify at-risk accounts before they reached the renewal window.
- Mention specific platforms like Gainsight or SQL to show you can use data to drive customer health.
Common mistakes
- Focusing on 'customer happiness' instead of 'value realization' or 'business outcomes.'
- Listing 'renewals' as a task rather than quantifying the retention rate or dollar value saved.
- Failing to distinguish between inbound support tickets and proactive account strategy.
Frequently asked questions
Is this resume right for someone with 3-7 years of experience? Yes, if you have moved beyond onboarding into full lifecycle management and can demonstrate ownership of NRR and expansion targets.
Yes, if you have moved beyond onboarding into full lifecycle management and can demonstrate ownership of NRR and expansion targets.
Yes, if you have moved beyond onboarding into full lifecycle management. It focuses on the outcomes expected from experienced professionals in this role, such as NRR and expansion.
What if my background is in account management instead of customer success? Yes, because the structure emphasizes revenue retention and growth; simply adjust terminology to match your specific title and portfolio.
Yes, because the structure emphasizes revenue retention and growth; simply adjust terminology to match your specific title and portfolio.
This structure still works because it emphasizes revenue retention and expansion. Simply adjust the terminology to reflect your specific title while keeping the focus on portfolio growth and relationship depth.
What if I don't have access to exact NRR or expansion numbers? Use directional improvements or ranges if exact data is unavailable, focusing on the scale of your portfolio and the specific actions you took.
Use directional improvements or ranges if exact data is unavailable, focusing on the scale of your portfolio and the specific actions you took.
In this resume, Lauren uses specific percentages, but you can use ranges or directional improvements if exact data is unavailable. Focus on the scale of the portfolio and the specific actions you took to improve health.
How much should I change before applying? Keep the focus on revenue metrics and experience structure while updating specific tools like Gainsight or ChurnZero to match the job description.
Keep the focus on revenue metrics and experience structure while updating specific tools like Gainsight or ChurnZero to match the job description.
Keep the emphasis on revenue metrics and the structure of the experience bullets. You should update the specific tools, such as swapping Gainsight for ChurnZero, to match the job description.
What do hiring managers focus on for professionals at this level? Managers look for the ability to manage a book of business independently and drive expansion revenue, such as specific dollar amounts generated.
Managers look for the ability to manage a book of business independently and drive expansion revenue, such as specific dollar amounts generated.
They look for the ability to manage a book of business independently and drive expansion revenue. The resume signals this by highlighting the $315K in expansion revenue generated at Lattice.
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