Enterprise Customer Success Manager Resume Example
An Enterprise Customer Success Manager resume is evaluated on strategic account ownership measured by net revenue retention, not tactical task execution.
This resume is for enterprise customer success managers who own high-value books of business and C-suite relationships, but aren't yet responsible for global CS strategy or managing a team of CSMs.
- Ownership of multi-million dollar ARR books and complex renewal cycles
- Evidence of driving net revenue retention through proactive expansion
- Ability to build strategic alignment with C-suite stakeholders
- Professional experience listed in reverse chronological order
- Skills section categorized by technical proficiency and strategic competencies
- Bullet points structured to lead with quantitative outcomes
Dev Kapoor
Summary
Experience
- Managed a $4.8M book of business for Financial Services Cloud, achieving 112% NRR and 96% GRR across 12 strategic enterprise accounts.
- Defined and deployed a custom health-scoring model in Gainsight for the enterprise segment, reducing churn by 28% and recovering $1.2M in at-risk revenue.
- Led executive QBRs with C-suite stakeholders at Fortune 500 companies, aligning product roadmaps with client business outcomes to secure 3-year contract extensions.
- Spearheaded a cross-functional initiative with Sales and Product to launch a Value Realization Dashboard, resulting in $450K in expansion revenue within the first two quarters.
- Drove $800K in expansion revenue by identifying untapped use cases for Splunk Cloud within existing accounts, exceeding annual growth targets by 18%.
- Scaled the onboarding process for 3 global accounts with over 200,000 users, reducing time-to-value from 6 months to 4.2 months through standardized deployment playbooks.
- Prioritized high-touch engagement for the bottom 20% of accounts based on usage data over generic automated outreach, decreasing churn in that segment by 35%.
- Mentored 4 junior CSMs on renewal negotiation tactics and account planning, contributing to a 15% increase in team-wide retention rates.
- Engineered a technical success plan for 15 mid-market accounts, focusing on Spark optimization and reducing cloud compute costs for clients by $94K annually.
- Maintained a 98% renewal rate across a $2.5M portfolio by establishing weekly cadence calls and proactive technical health checks.
- Owned the post-sales lifecycle for a strategic migration project, moving 5 major clients from on-premise infrastructure to Databricks on AWS without service disruption.
Education
Skills
Customer Retention · Account Management · Renewal Management · Stakeholder Management · Salesforce · Gainsight · Enterprise Account Management · Strategic Planning · Executive Relationships · Renewal Negotiation · Expansion Strategy · C-Suite Communication · Multi-threading · Contract Negotiation · Financial Services Cloud
What makes this resume effective
- This resume meets the hiring bar for an enterprise customer success manager by demonstrating ownership of $4.8M in ARR, consistent 112% NRR, and strategic cross-functional leadership at Salesforce.
- Notice how Dev Kapoor highlights the creation of a 'Value Realization Dashboard' at Salesforce, which directly connects product adoption to $450K in expansion revenue.
- See how the Splunk experience quantifies efficiency gains by reducing time-to-value from 6 to 4.2 months for accounts with over 200,000 users.
How to write better bullet points
Managed enterprise accounts and helped them use the product.
Managed a $4.8M book of business for Financial Services Cloud, achieving 112% NRR and 96% GRR across 12 strategic enterprise accounts.
It replaces vague activity with specific financial scope and industry-standard retention metrics.
Conducted quarterly business reviews with customers.
Led executive QBRs with C-suite stakeholders at Fortune 500 companies, aligning product roadmaps with client business outcomes.
It elevates the seniority of the task by specifying the audience and the strategic purpose of the meetings.
Helped reduce churn by monitoring account health.
Defined and deployed a custom health-scoring model in Gainsight, reducing churn by 28% and recovering $1.2M in at-risk revenue.
It demonstrates proactive operational leadership and ties a specific tool to a massive financial save.
Enterprise Customer Success Manager resume writing tips
- Detail your specific ARR and NRR metrics to prove you can handle the financial scale of enterprise accounts.
- Highlight instances where you influenced C-suite stakeholders to secure multi-year contract extensions or strategic alignment.
- Connect proactive initiatives, like custom health-scoring in Gainsight, directly to recovered revenue or churn reduction percentages.
Common mistakes
- Focusing on tactical tasks like 'answering emails' instead of strategic outcomes like 'account health improvement.'
- Failing to mention the specific size or complexity of the book of business, which leaves recruiters guessing about your capacity.
- Listing 'retention' as a passive activity rather than a result of active renewal negotiation and value realization.
Frequently asked questions
Is this resume right for someone with 5-7 years of experience? Yes if you have managed high-touch enterprise accounts; no if your experience is limited to high-volume, low-touch support roles.
Yes if you have managed high-touch enterprise accounts; no if your experience is limited to high-volume, low-touch support roles.
Yes, if you have moved beyond mid-market accounts into high-touch enterprise management. No, if your experience is still focused on high-volume, low-touch customer support roles where you do not own a revenue target.
What if my experience is in a different industry than Financial Services? Yes, because enterprise success principles like stakeholder complexity and account scale are transferable across most SaaS sectors.
Yes, because enterprise success principles like stakeholder complexity and account scale are transferable across most SaaS sectors.
The core principles of enterprise success remain the same across sectors. Focus on the scale of your accounts and the complexity of your stakeholders, just as Dev Kapoor does with the Salesforce experience.
What if I don't have access to exact NRR or expansion numbers? Focus on trends of growth, account health improvements, or delivery of strategic milestones if exact revenue data is unavailable.
Focus on trends of growth, account health improvements, or delivery of strategic milestones if exact revenue data is unavailable.
Use the data you have available to show a trend of growth or stability. You can frame impact through account health improvements or the successful delivery of strategic milestones if revenue data is restricted.
How much should I change before applying? Keep the outcome-first structure but swap in your specific tech stack and ensure metrics reflect your actual book of business size.
Keep the outcome-first structure but swap in your specific tech stack and ensure metrics reflect your actual book of business size.
Keep the outcome-first structure of the bullets but swap in your specific tech stack, such as replacing Gainsight with Totango. Ensure the metrics reflect your actual book of business size to remain authentic.
What do hiring managers focus on most at this level? They prioritize evidence of navigating complex political landscapes and driving alignment with C-suite stakeholders.
They prioritize evidence of navigating complex political landscapes and driving alignment with C-suite stakeholders.
They look for evidence that you can navigate complex political landscapes within a client organization. In this resume, the mention of 'multi-threading' and 'C-suite communication' signals the level of specificity recruiters expect at the senior level.
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