You know and understand how to build rapport with clients and build long-lasting customer relationships. You are an expert when it comes to going the extra mile to make your new client into a return customer.
With all the hard work that you put into customer satisfaction, you may not feel comfortable promoting your own skills and abilities. You have the interpersonal skills to thrive in an interview setting, but on paper through your resume you might be lacking.
We are here to give you a hand with writing a resume, and in this article you’ll be provided with a full guide to fill out each section of your resume.
Choose the best format for your customer success manager resume
We’ve recently done a study on how our resumes compared to regular Microsoft word resume templates through applicant tracking systems (ATS) software. What we found was that our resumes do significantly better, are easier to scan, and are much more likely to be read by a hiring manager.
In the course of our research, we found that these key topics are important when formatting your resume:
- Length/Columns: Ultimately, it doesn’t really matter if your resume runs more than a page in length or only has one column, but the ideal length for a resume is one page with two columns.
- Section Headings: Another important tip is to only include information that fits with the heading. For example, only put your education background in the “Education” section.
- Colors and Designs: Although colors and designs don’t really factor into how your resume will be scanned by ATS software, a resume with vibrant colors and a unique design can actually attract the attention of a hiring manager.
- Fonts: You don’t need to stick with boring old Times New Roman or Calibri fonts, and in fact ATS software can scan all Google fonts.
- File format: The best file format to use for your resume is a PDF because they keep all of your images and columns in the proper order.
You should also use a reverse chronological format for your resume, as it allows you to list all of your most recent experience first.
If you are in a creative field or you are shifting careers, you may be interested in using a hybrid resume format. Hybrid resume formats give equal weight to skills and experience, placing them side-by-side in equal columns.
Pro tip
Always quantify your experience even if it’s hard to do so, like your process of building rapport with customers. Try to find a tangible data point to lean on when listing your experience.
Add your contact information in the resume header
Your resume header is your first opportunity to introduce yourself and share your contact information with a hiring manager. Always make sure that your contact information is correct, up-to-date, and matches your cover letter.
Here are some things you should include in your resume header:
- Your first name and last name
- Your title
- Your phone number
- Your email address
- Your location
- Relevant social media handles (optional)
Create a compelling customer success manager resume summary
Your resume summary is your first opportunity to really sell yourself to a hiring manager as the perfect person to fill the position. It is a short, succinct paragraph that outlines your skills and expertise. You also have an opportunity in your resume summary to include keywords which ATS software can pick up and scan. Read through the job description, make a list of major keywords you see, and include some of those in the resume summary.
Here’s a checklist you can follow to create your own resume summary:
- Your title and years of experience
- Your most relevant skills in your field
- Your top 1-2 professional achievements
Feature a standout customer success manager experience section
In order to have a strong resume, make sure that your experience section stands out. In order to do this, you should make sure that each experience item that you list can be quantifiable and specific. Don’t just say that you met and exceeded customer expectations, but share that you had a customer retention rate of 70%.
Here are some other important things you should include in your experience section:
- Reverse chronological order
- Job title
- Company name, location, and description
- Date of employment: It’s important to include both the month in the year that you started at your company because ATS software stands and looks for this specifically.
- Achievements and responsibilities: Try to only include achievements and responsibilities in your experience section, which apply to the job that you’re looking for. For example, your time as a fast food worker may not apply to a job in the financial sector.
- Use action verbs: In your experience section, use action words (also referred to as power words) to breathe some life into your resume. Instead of “managed” or “improved”, use the word “increased” or “magnified”, and then provide data on how you succeeded in your previous role.
- Keywords: Scan through the job description to find major keywords around the type of candidate that they’re looking for. Next, include some of those keywords sprinkled throughout your resume experience section, as this will allow your resume to be perform better through ATS software.
Here are three quantifiable achievements that you can point to as a customer success manager:
- Account management
- Onboarding
- Cultivating relationships with clients
02/2020 - 11/2023
- Successfully managed our largest customers account, as well as a few other top-end client’s accounts. Build rapport, established lasting relationships, and led to an increase in sales by 30%.
- Developed onboarding and adoption strategies for new clients, including thorough product training sessions that used multimedia presentations to help clients better understand the products.
- Cultivated relationships with clients, which led to a 98% retention rate for customers in the accounts that I managed.
List your education
Even after many years in the profession, customer success managers do well when they list their formative experience at university. Your education helps to form you, and that’s why it’s important to list your university education.
Here are some things to keep in mind when listing your education on a resume:
- Degree Name
- University, college, or other institution
- Location (optional)
- Years attended
- Research or projects that apply to the position
02/2010 - 11/2015
List your relevant customer success manager skills
While there are some technical skills in the customer’s success management field, many of the skills that make for success in this field are soft skills, or people skills. Let’s dive a bit into both hard and soft skills for a second.
Hard skills
Commonly referred to as technical skills, hard skills are job specific knowledge. This might involve technical knowhow of software programs. Let’s look at some of the common hard skills found in the customer success management field:
Top 3 technical skills for customer success manager
- Data analysis
- Multimedia presentation skills
- Customer relationship management software
Soft skills
Soft skills are much more difficult to nail down, as they involve personal qualities which allow job applicants to thrive in a workplace. At the core of soft skills are interpersonal skills, which allow you to build relationships with other coworkers, establish rapport with clients, and effectively communicate the message of their company.
The 3 most popular soft skills for customer success manager:
- Relationship building
- Problem-solving skills
- Collaboration and teamwork
Include your customer success manager certificates
Including certificates may give you an advantage when applying for a customer success manager position. Whether it is a postgraduate certificate in customer relationship building or a certificate in a certain type of customer relationship management (CRM) software, including the certificates on your resume, can show that you are the most qualified person for the position.
Below, you can find some important things to include when including certificates in your resume:
- Certification name
- Name of issuer
- Year of obtainment
- Location (if applicable)
- Date of expiration (if applicable)
- Expected date of obtainment (if applicable)
The top three customer success management certificates for your resume:
- Certified Sales Professional (CSP)
- Certified Strategic Account Manager (CSAM)
- Customer Success Manager (CSM) Certification
Use other relevant sections to make your resume stand out
One section to include in your resume is the “day in my life” section. Marissa Mayer has found great success in including one of those on her resume because it allows hiring managers to get a better glimpse of how you structure your day. There are several other different sections to include in your resume, like:
- Publications: If you have any peer-reviewed journal articles out there for customer relationship management, include them in your resume.
- Conferences: If you’ve attended any prestigious conferences or spoken at any, highlight them in your resume. This can help to show your unique expertise as a subject matter expert in your field.
- Volunteering: If you’re new to your field, including volunteering experience on your resume may give you a boost in the hiring process. Nonprofits, religious organizations, and other small businesses could always use a hand in customer relationship management from a specialist.
- Language skills: if you speak another language, it might be a good idea to include it on your resume. Many multinational corporations are looking for people with language skills.
Create a matching cover letter for your customer success manager resume
Cover letters are your first opportunity to reach out to go deeper about your expertise and experience with a hiring manager. One helpful tip is to make sure that the information you provide on your resume matches your cover letter. Let’s look at a cover letter example for a customer success manager:
Mary MacArthur
Hiring Manager
Grace Publishing Company
Dear Mrs. MacArthur,
I am writing to express my strong interest in the Customer Success Manager position at Grace Publishing Company, as advertised on your company’s website. With my extensive experience in customer success management, passion for building lasting relationships, and dedication to driving customer satisfaction, I am confident that I would be a valuable asset to your team.
Throughout my career, I have successfully managed and nurtured key accounts, ensuring their success and satisfaction. As a Customer Success Manager at XYZ Software Solutions, I had the opportunity to collaborate closely with clients, understand their unique needs, and align our software solutions to address their challenges. By actively engaging with customers, I consistently exceeded their expectations, resulting in increased customer retention and annual recurring revenue.
One of my key strengths lies in developing comprehensive onboarding and adoption strategies. I have a proven track record of designing and implementing effective onboarding programs that accelerate time-to-value and drive high product adoption rates. By tailoring training sessions and providing ongoing support, I ensure a seamless transition for customers, helping them realize the full potential of our products and services.
Building strong relationships based on trust and empathy is at the core of my customer success approach. I excel in cultivating meaningful connections with customers, actively listening to their needs, and anticipating their challenges. By acting as a trusted advisor, I have consistently demonstrated my commitment to their success and earned their loyalty.
Moreover, my ability to analyze data and derive actionable insights has been instrumental in guiding strategic decision-making. By leveraging customer data, I identify opportunities for growth, proactively address potential issues, and continuously improve the customer experience. I am well-versed in utilizing various customer success software platforms and have a strong technical aptitude to ensure seamless integration and support.
Grace Publishing Company’s commitment to delivering exceptional products and services aligns perfectly with my own values and aspirations. I am inspired by the company’s dedication to fostering innovation and nurturing long-term relationships with clients. I am confident that my passion for customer success, combined with my skills and experience, would contribute significantly to the company’s continued growth and success.
During my tenure at XYZ Software Solutions, I consistently achieved exemplary results. Notably, I successfully managed a portfolio of key accounts, resulting in a 20% increase in annual recurring revenue. By collaborating closely with clients, I identified upselling and cross-selling opportunities, thereby maximizing their value from our solutions.
Furthermore, I spearheaded the development and implementation of comprehensive onboarding and adoption strategies, resulting in a 30% reduction in onboarding time and a 25% increase in user engagement within the first three months. This success was attributed to my ability to understand customer needs, tailor onboarding plans, and provide ongoing support throughout their journey.
In addition to my professional achievements, I hold a Bachelor’s degree in Business Administration with a focus on marketing. This educational background has provided me with a solid foundation in strategic planning, market analysis, and effective communication, all of which are crucial skills for a Customer Success Manager.
Thank you for considering my application. I would welcome the opportunity to discuss how my expertise in customer success management could contribute to Grace Publishing Company’s goals and initiatives. Please find my enclosed resume for further details on my experience and achievements.
I look forward to the possibility of joining your team and making a positive impact at Grace Publishing Company. Thank you for your time and consideration.
Sincerely,
John Luther
Major takeaways
- Use a reverse chronological resume format to showcase your most recent experience first.
- Format your resume and cover letter headers so that they are identical.
- Your resume summary is a short elevator pitch for you to sell your skills to a potential employer.
- Try to find keywords in the job description and include them throughout your experience section to give yourself more clout and make your resume more easily scannable by ATS software.
- As a customer success manager, soft skills are the most important things to include on your resume.
- If you have extra skills and abilities that fall outside of the experience, education, and skills section, include them in a separate section.
- Your cover letter is your first opportunity to share more about yourself than what your resume says.
