Senior Customer Success Manager Resume Example
Hiring managers evaluating Senior Customer Success Managers look for Net Revenue Retention ownership, not customer satisfaction metrics without financial impact.
This resume is for senior customer success managers who manage high-value enterprise accounts and drive expansion revenue, but aren't yet responsible for leading the entire CS department or setting global strategy.
- Ownership of Net Revenue Retention (NRR) and expansion targets for a multi-million dollar book of business
- Evidence of building scalable systems, such as health-scoring frameworks or churn prevention playbooks
- Ability to mentor junior team members and drive cross-functional initiatives with Product or Engineering
- Experience section lead with high-impact NRR and expansion revenue metrics
- Skills section categorized by technical tools and strategic core competencies
- Professional summary focused on total ARR managed and portfolio growth results
Katie Roberts
Summary
Experience
- Maintained 116% Net Revenue Retention (NRR) across 12 enterprise accounts totaling $4.2M in ARR by aligning product capabilities with client growth objectives.
- Drove $840K in expansion revenue through targeted cross-selling of new API products to existing high-volume customers.
- Established a health-scoring framework in Gainsight to flag at-risk renewals 6 months in advance, resulting in a 32% year-over-year reduction in churn.
- Mentored 3 junior CSMs on negotiation tactics and account planning, leading the team to exceed the annual renewal target by 14%.
- Prioritized high-touch engagement for accounts with low feature adoption over routine check-ins, increasing overall platform engagement by 45% for the bottom quartile of users.
- Managed a portfolio of 45 high-growth accounts in the DevOps space, achieving a 94% Gross Retention Rate (GRR) and exceeding expansion targets for 6 consecutive quarters.
- Executed 22 strategic QBRs per quarter, leveraging usage data to secure multi-year contract extensions for 8 key enterprise accounts.
- Spearheaded the migration of 10 enterprise clients from on-premise to Cloud Premium, resulting in a $310K increase in annual recurring revenue.
- Directed cross-functional efforts with Product and Engineering to resolve 5 critical feature gaps, preventing the imminent churn of a $200K account.
Education
Skills
Customer Retention · Account Management · Renewal Management · Stakeholder Management · Salesforce · Gainsight · Expansion Selling · Churn Prevention · Mentorship · Process Improvement · Customer Advocacy · Executive Communication · SQL · Tableau
What makes this resume effective
- This resume meets the hiring bar for senior customer success managers by demonstrating consistent NRR growth, strategic account expansion, and leadership through mentorship.
- Notice how the bullet at Plaid regarding the Gainsight health-scoring framework proves the ability to build scalable systems that reduced churn by 32%.
- See how the Atlassian experience highlights the migration of 10 enterprise clients to Cloud Premium, showing technical advocacy that directly impacts recurring revenue.
How to write better bullet points
Managed a portfolio of enterprise customers and helped them with renewals.
Maintained 116% Net Revenue Retention across 12 enterprise accounts totaling $4.2M in ARR by aligning product capabilities with client growth objectives.
It replaces a vague activity with a specific revenue outcome and the strategic method used to achieve it.
Helped junior CSMs on the team with their accounts.
Mentored 3 junior CSMs on negotiation tactics and account planning, leading the team to exceed the annual renewal target by 14%.
It quantifies leadership impact by showing how mentorship directly contributed to the team's financial performance.
Worked with the product team to fix customer issues.
Directed cross-functional efforts with Product and Engineering to resolve 5 critical feature gaps, preventing the imminent churn of a $200K account.
It demonstrates the ability to lead cross-functional initiatives to save high-value revenue rather than just reporting bugs.
Senior 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.
- Include one specific example of a process you built, like a health-scoring framework, to show operational maturity.
- Highlight instances where you mentored junior staff or led cross-functional projects to demonstrate leadership without a director title.
Common mistakes
- Focusing only on 'customer happiness' instead of revenue impact; senior roles require proving you can drive NRR and expansion.
- Listing too many small accounts instead of highlighting the complexity of enterprise-level stakeholders and multi-year contract negotiations.
- Omitting mentorship or process improvements, which makes you look like an individual contributor rather than a senior leader ready for more scope.
Frequently asked questions
Is this resume right for someone with only 4 years of experience? Yes if you’ve managed a significant book of business and driven expansion; no if your experience is limited to high-volume support tasks.
Yes if you’ve managed a significant book of business and driven expansion; no if your experience is limited to high-volume support tasks.
Yes, if you have owned a significant book of business and can prove expansion wins. No, if your experience is limited to high-volume, low-touch support rather than strategic account management.
What if my background is in a different industry like FinTech instead of SaaS? Yes, because NRR and churn prevention are universal hiring signals; simply swap industry-specific software for your own tool stack.
Yes, because NRR and churn prevention are universal hiring signals; simply swap industry-specific software for your own tool stack.
The core metrics of NRR and churn prevention remain the primary signal for hiring managers regardless of the sector. You can swap the DevOps-specific mentions from the Atlassian section with your own industry's technical domain.
What if I don't have access to exact NRR or expansion percentages? Use directional data or proxy metrics like successful project completions and gross renewal rates if exact NRR percentages are unavailable.
Use directional data or proxy metrics like successful project completions and gross renewal rates if exact NRR percentages are unavailable.
You can use directional data or proxy metrics like successful project completions or gross renewal rates. In this resume, Katie uses a 116% NRR figure, which is the specific level of revenue transparency that builds trust with recruiters.
How much of the technical skills section should I modify? Align software tools like Salesforce or Gainsight to the job description while keeping core strategic skills like renewal management.
Align software tools like Salesforce or Gainsight to the job description while keeping core strategic skills like renewal management.
You should align the tools like Salesforce or Gainsight to match the specific stack mentioned in the job description. The strategic skills like 'Renewal Management' should remain as they are core to the senior role.
What do hiring managers focus on most at this level? They prioritize the ability to manage complex multi-year contracts and evidence that you can improve the entire team's operational maturity.
They prioritize the ability to manage complex multi-year contracts and evidence that you can improve the entire team's operational maturity.
They look for the ability to manage complexity, such as the multi-year contract extensions mentioned in the Atlassian experience. They also prioritize candidates who show they can improve the entire team's performance through mentorship.
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