Customer Success Manager Resume Example

“Customer success manager with 5 years managing enterprise B2B SaaS accounts and driving customer retention, expansion, and advocacy. Expert in building scalable CS programs, conducting business reviews, and partnering with product and sales teams to maximize customer lifetime value.”

• Managed 50 enterprise accounts totaling $12M ARR. Net revenue retention at 115% and gross renewal rate at 96%
• Built the onboarding program that cut time-to-value from 60 to 21 days. 90-day activation rate improved 40%
• Drove $3.2M in expansion revenue through upsells and cross-sells identified during quarterly business reviews
• Set up customer health scoring in Gainsight tracking 15 signals. Proactive outreach reduced churn risk by 35%
• Built the customer advocacy program - generated 25 case studies, 40 G2 reviews, and 10 conference speaking slots from my accounts
• Ran quarterly business reviews with each enterprise account. Prepared decks showing ROI, usage trends, and product roadmap
• Responsible for renewal management starting 90 days before contract end. Negotiated terms and pricing with procurement teams
• Worked with the product team to communicate customer feedback and feature requests. Joined prioritization meetings monthly
• Handled escalations from unhappy customers. Sometimes that meant getting on a call immediately to de-escalate the situation

Include these keywords in your resume to pass Applicant Tracking Systems.

• Gainsight Level 3 Certification
• SuccessHACKER Customer Success Certification