One critical CV challenge you may encounter as a customer success manager involves articulating your unique value proposition amidst a highly competitive field. Our comprehensive guide provides tailored advice on refining your CV to highlight your achievements and the impact you've made, ensuring you stand out to potential employers.
What information should you include in your customer success manager CV? Learn how to create your interview-landing and job-winning profile with our bespoke guide on:
- Applying best practices from real-world examples to ensure your profile always meets recruiters' expectations;
- What to include in your work experience section, apart from your past roles and responsibilities?
- Why are both hard and soft skills important for your application?
- How do you need to format your CV to pass the Applicant Tracker Software (ATS) assessment?
If you're writing your CV for a niche customer success manager role, make sure to get some inspiration from professionals:
Resume examples for customer success manager
Explore additional customer success manager cv samples and guides and see what works for your level of experience or role.
By Experience
Senior Customer Success Manager
- Strategic Omnichannel Management - The CV vividly illustrates Sophia's role as a Senior Omnichannel Success Manager, showcasing her capability to manage over 20 strategic retail accounts, evident from achievements like a 15% increase in customer retention and a 30% rise in average order value. These metrics highlight her strategic influence in the retail space, particularly in omnichannel engagement and customer success.
- Progressive Career Growth - Sophia's career trajectory within different leading firms like Shopify, Oracle Retail, and Zalando shows a steady progression in roles and responsibilities. Her movement from an Account Manager to a Senior Omnichannel Success Manager reflects her growing expertise and leadership in the SaaS and retail sectors, marking a significant career path enriched with rising complexities and accomplishments.
- Cross-Functional Collaboration and Innovation - Her CV emphasizes adaptability and innovative leadership by detailing collaborative efforts with cross-functional teams and her capacity to spearhead new strategies. This includes leveraging analytics tools to forecast churn risks and crafting bespoke account management tools, underlining her role in driving digital transformation and fostering customer satisfaction.
Junior Customer Success Manager
- Clarity and Structure in Presentation - The CV is well-structured with clear sections such as experience, education, skills, and achievements. Each section is concise, utilizing bullet points to enhance readability and quickly convey key points, making it easy for readers to grasp the qualifications and experience James brings to the table.
- Adaptability and Cross-Functional Experience - James demonstrates a clear ability to adapt and perform cross-functional tasks, having worked in various roles such as Customer Success Coordinator, Marketing Intern, and Sales and Support Assistant. This versatility shows his capacity to contribute to different aspects of business operations, which is crucial in dynamic environments.
- Achievements and Business Impact - The CV highlights significant achievements with direct business impacts, such as improving customer satisfaction scores by 25% and implementing a CRM system that enhanced team efficiency by 40%. These metrics not only illustrate his effectiveness in prior roles but also forecast the potential benefits he could bring to future employers.
Associate Customer Success Manager
- Structured Career Progression - Lucas Adams' CV demonstrates a clear and progressive career trajectory, showcasing growth from a Digital Marketing Analyst at Mailchimp to a Customer Success Manager at HubSpot. This steady advancement highlights his ability to take on more responsibility and signifies his expertise in customer relationship management and marketing analytics.
- Industry-Specific Expertise - The CV stands out with its detailed mention of specialized tools such as Salesforce and Gainsight, as well as methodologies like CRM strategies and marketing automation. These elements underline Lucas's technical depth and intimate knowledge of industry-specific practices, which are crucial for a Customer Success Professional role.
- Impactful Achievements with Business Relevance - Lucas's CV contains numerous quantifiable achievements that emphasize their positive business impact. For example, leading initiatives that increased client investments by 30% and a custom marketing campaign that resulted in a 25% revenue increase in just six months. These accomplishments not only highlight Lucas's ability to drive growth but also underline his strategic thinking and results-oriented approach.
By Role
Customer Success Operations Manager
- Clear Structure and Conciseness - This CV is systematically organized, allowing for easy navigation. The clear division of sections like experience, education, and skills makes it accessible at a glance. Each bullet point is concise, directly addressing how responsibilities were handled and impacts achieved, demonstrating clarity in communication.
- Consistent Career Progression - Emily Cox's career trajectory shows a strategic progression from roles that focus on operational consultancy to leadership in customer success. Transitioning from a consultant at PwC to an operations manager at Snowflake reflects growing responsibilities and expertise in the SaaS industry, showcasing the capability to adapt and thrive in different environments.
- Tools and Methodologies - The CV highlights Emily's proficiency with industry-specific tools like Salesforce and Gainsight. The adeptness in these systems not only underlines technical expertise but also the application of these tools to achieve business objectives, such as boosting team productivity and decreasing churn rates.
Director of Customer Success
- Clearly Structured Content Presentation - Ava Phillips' CV is well-organized, presenting information in a logical manner. Each section is distinctly categorized, making it easy to navigate through her career highlights, skills, and achievements. Her use of bullet points for experience descriptions enhances readability and allows quick identification of key contributions.
- Notable Career Trajectory in Customer Success - Ava's career shows a clear upward progression, moving from Account Manager to Customer Success Consultant before attaining her current role as a Senior Customer Success Manager. This growth trajectory within the customer success realm underscores her capability to handle increasing responsibilities and lead in complex scenarios.
- Strategic and Measurable Achievements - The CV highlights Ava's ability to drive business growth through strategic initiatives. Her achievement of securing a 100% contract renewal rate and boosting client investment by £500,000 annually underscores her impact on organizational success. Each achievement is measured in terms of its business implications, indicating not just numbers but significant improvements in customer retention and revenue generation.
Customer Success Relationship Manager
- Clear and Structured Presentation - Ruby Gibson's CV is crafted with clarity and precision, presenting each section with a well-ordered structure. The conciseness in her bullet points allows for important details to be highlighted without overwhelming the reader, ensuring her key competencies and successes are readily evident.
- Steady Career Progression - The career trajectory illustrated in her CV shows a clear progression in the customer success domain, moving from an Account Manager to a Customer Success Relationship Manager. This advancement not only indicates her capability for increased responsibility but also her alignment with leadership roles over time.
- Strategic Leadership and Influence - Ruby's CV reveals her strong leadership skills by demonstrating how she has led initiatives that significantly improved customer satisfaction and retention. Her achievements in mentoring team members and developing support strategies highlight her ability to influence and drive team success, making her a standout leader in customer success management.
Global Customer Success Manager
- Achievements with Significant Business Impact - The CV highlights achievements with a direct impact on business growth, including a 30% increase in account revenue and a 95% service retention rate, demonstrating the candidate's ability to produce measurable results that align with business goals.
- Career Progression and Industry Movement - Isabelle Reed's career trajectory shows clear progression from a Customer Success Specialist to a Global Customer Success Manager, with significant tenures at leading tech companies like Cisco Systems, Microsoft, and BT Group. This upward movement indicates her ability to take on more complex roles and adapt to evolving industry environments.
- Emphasis on Leadership and Soft Skills - The CV effectively communicates strong leadership and interpersonal skills, essential for a Global Customer Success Manager. It highlights Reed's roles in coordinating strategic reviews, managing customer escalations, and building strong client relationships, underscoring her ability to foster positive environments and lead teams effectively.
Customer Success Project Manager
- Strong career progression and adaptability - Isabella Watson's career trajectory shows clear growth, moving from an Account Manager role at Sketch to a Customer Success Manager at UserTesting. This progression highlights her ability to adapt and excel in different aspects of customer engagement and project management across the digital and tech industries.
- Achievement-driven impact - The CV emphasizes quantifiable impact, detailing accomplishments like a 20% increase in client satisfaction and a 45% enhancement in project efficiency. These achievements underscore Isabella's effectiveness in driving substantial business outcomes beyond mere numbers, demonstrating a clear dedication to enhancing customer experiences and operational excellence.
- Comprehensive skill set and continuous learning - Isabella showcases a well-rounded skill set with expertise in project management, UX research, and client relationship management, supported by relevant certifications in UX research techniques and customer success strategies. This blend of skills and continuous professional development illustrates her commitment to staying at the forefront of industry standards and innovative practices.
Vice President of Customer Success
- Structured and Concise Presentation - Max Wright's CV is exceptionally well-organized, presenting information in a logical sequence that is easy to follow. The use of subheadings for sections such as experience, education, and achievements allows readers to quickly locate relevant information. This clarity and structure ensure that key details about his professional capabilities and growth are conveyed concisely.
- Robust Career Growth and Industry Expertise - Max's career trajectory demonstrates a clear progression from a Senior Customer Success Manager at Oracle to a Vice President role at Salesforce. This upward movement highlights his exceptional leadership skills and ability to take on greater responsibilities. His extensive experience in leading customer success in B2B technology companies further showcases his strong industry expertise, particularly in maximizing customer satisfaction and retention for Fortune 500 clients.
- Effective Cross-Functional and Strategic Leadership - The CV highlights Max's proficiency in cross-functional collaboration, essential for aligning departmental goals with company objectives. His work with R&D and product teams to develop new features and improve customer success displays strategic leadership. By negotiating significant renewal agreements and enhancing NPS, his contributions exhibit an impressive ability to improve financial outcomes and maintain high customer satisfaction.
Technical Customer Success Manager
- Comprehensive Presentation - The CV is meticulously structured with a focus on clarity and conciseness. Each section is distinct and informative, making it easy for the reader to digest the information quickly. Bulleted lists under work experiences succinctly convey responsibilities and achievements, ensuring key points stand out.
- Diverse Career Path and Growth - Ethan Palmer's career trajectory reveals a well-planned climb through the technical and customer success domains, with clear progress from a Technical Support Specialist to a Technical Customer Success Manager. Each role denotes a gradual increase in responsibility and impact, culminating in a strategic position that bridges technology and client relations within the IoT and cloud sectors.
- Specialized Industry Expertise - The CV underscores Ethan's command of IoT solutions and industry-specific methodologies, such as LoRaWAN technology and CRM systems. This technical depth is complemented by proficiency in cloud platforms and product integrations, demonstrating his ability to operate at the intersection of technical and business realms.
Customer Success Delivery Manager
- Succinct and Well-Structured Content Presentation - The CV is articulated with precision and clarity. Each section is clearly demarcated, allowing for quick reference and seamless navigation. The bullet points under each job position are concise yet informative, efficiently conveying key achievements and responsibilities without overwhelming verbosity.
- Progressive Career Trajectory - Lucas Adams demonstrates a clear career progression within the SaaS sector, moving from Project Coordinator to Client Success Manager and ultimately to Service Delivery Manager. Each role reflects increasing responsibility and complexity, showcasing his successful track record and ability to adapt and grow within the industry.
- Adoption of Advanced Analytical Tools and SaaS Methodologies - The CV underscores Adams's proficiency with specialized industry tools like SuccessFactors and analytics, which are pivotal in SaaS business solutions. His expertise in these areas highlights his capability to leverage advanced technologies to optimize service delivery and client management.
Strategic Customer Success Manager
- Clarity in Content Presentation - The CV adeptly leverages concise language and structured sections, making it easy to navigate through the candidate's qualifications and experiences. Bullet points within job roles and clear headers enhance readability, allowing key achievements to stand out effectively.
- Demonstrated Career Trajectory - The candidate's career trajectory is marked by successive promotions and role enhancements, transitioning from a Customer Success Manager at IBM to Senior Customer Success Manager at Salesforce. This progression showcases a deepening of responsibilities and continued professional growth within the tech industry.
- Proficiency in Unique Industry Tools and Methodologies - Highlighting expertise in agile product delivery and CRM tools, the CV underlines the candidate's technical proficiency. This, coupled with pipeline management tools, points to a deep understanding of the mechanisms that drive customer success and team efficiency in a tech-driven environment.
Enterprise Customer Success Manager
- Concise and Well-Structured Presentation - The CV presents information clearly and concisely, with sections like Experience, Education, Skills, and Achievements neatly organized. Each job role includes bullet points that highlight key responsibilities and accomplishments, making it easy to understand the candidate's contributions and career growth at a glance.
- Demonstrated Career Growth and Industry Specialization - Freya Richardson’s career trajectory is marked by significant growth, showcasing a progression from a Customer Success Associate to a Customer Success Manager at prominent SaaS companies. This path reflects not only a deepening expertise within the SaaS industry but also an ability to take on more complex challenges and leadership roles over time.
- Impactful Achievements with Business Relevance - The CV includes impactful achievements that go beyond mere numbers, demonstrating their business relevance. For example, the development of new customer success protocols at Atlassian resulted in a 20% reduction in churn risk, illustrating how Freya’s initiatives directly contributed to enhanced customer loyalty and satisfaction.
By Industry
Customer Success Manager in Software
- Clear and Structured Presentation - The CV presents a clear and structured format, making it easy to navigate through Ethan Palmer's professional journey. Sections are well-defined and information is presented concisely, allowing for quick comprehension of his key qualifications and successes.
- Progressive Career Trajectory - Ethan's career showcases significant upward movement, from his role as a Client Relationship Manager to a Premier Customer Success Manager. This progression reflects his ability to take on increased responsibilities and excel within the customer success field, particularly in prominent companies such as Stripe and Adyen.
- Achievements with Business Impact - The CV highlights achievements that not only include impressive numbers but also demonstrate Ethan's capability to impact business significantly. Examples include improving revenue retention by 25% and enhancing customer advocacy, which are crucial contributions to the success of any SaaS business.
Customer Success Manager in Healthcare
- Structured and Focused Presentation - The CV is organized with a clear structure, starting with contact details and a concise summary. All sections are well-defined, making it easy to navigate through Eva Fisher's career achievements, education, skills, and additional attributes.
- Clear Career Progression - The career trajectory is well-mapped, showing Eva's ascension from an Account Executive at GE Healthcare to a Customer Success Manager at Cerner Corporation. This shows steady growth and an upward career path within the healthcare technology industry.
- Impactful Achievements Highlighted - The achievements section emphasizes the business relevance of Eva's contributions. For example, awards such as the "Top Performer Award 2019" underline her capability to exceed revenue targets by crafting strategic client solutions and enhancing satisfaction scores.
Customer Success Manager in Finance
- Content presentation and clarity - The CV is meticulously structured, presenting each section with clear headers which guide the reader seamlessly through the document. The use of concise bullet points for each job role effectively highlights key achievements without overwhelming details, allowing easy assimilation of the candidate's career milestones and capabilities.
- Achievement-driven career trajectory - Isla King’s career path is characterized by consistent upward mobility within the customer success domain, transitioning from a coordinator to a senior management role in under five years. This trajectory demonstrates not only her expertise in enhancing client relations but also her capabilities in driving significant business growth as evidenced by measurable impacts such as a 25% increase in client retention rates.
- Cross-functional initiatives and adaptability - The CV underscores Isla's ability to navigate and lead cross-departmental projects, such as the initiative to streamline client feedback mechanisms and develop training programs. Her adaptability is further demonstrated by roles across varied locations within the UK and successful handling of high-value accounts, showing her capacity to thrive in diverse business environments and contribute strategically to business intelligence enhancement.
Customer Success Manager in Retail
- Strong Leadership and Team Development - Henry White's CV prominently highlights his leadership skills through achievements like leading a team to outperform KPI targets by 20%. His ability to handle crisis situations and improve team performance demonstrates his strong leadership capabilities, essential for a Customer Care Team Leader role.
- Structured and Concise Content - The CV is clearly structured, presenting a succinct summary of qualifications and a well-organized career trajectory. This clarity allows readers to quickly grasp his achievements, skills, and professional history, making it an effective and easy-to-navigate document.
- Demonstrable Impact and Business Relevance - This CV successfully translates experiences into quantifiable business impacts, showcasing improvements in customer satisfaction and operational efficiencies. Achievements like reducing response times by 40% and optimizing staffing to save 15% in labor costs emphasize how his contributions have driven significant business outcomes.
Customer Success Manager in Telecommunications
- Effective Content Presentation - The CV is well-structured and concise, providing a clear snapshot of Jack Taylor's professional journey. It keeps the reader engaged with precisely formatted sections that highlight his key skills, experiences, and achievements, making it easy to navigate.
- Clear Career Trajectory - Jack’s career progression is evident, moving from a Client Relationship Specialist to a Customer Success Manager. This trajectory illustrates his development in expertise, taking on greater responsibilities, and indicates his commitment and capability to advance within competitive industries like SaaS.
- Industry-Specific Expertise - The CV highlights Jack's proficiency with CRM systems and contract lifecycle management, emphasizing his deep understanding of tools that are crucial for a Customer Success Manager. His work in these areas demonstrates his technical depth and industry insight, critical for sustaining customer relationships and driving strategic initiatives.
Customer Success Manager in Education
- Structured and Detailed Content Presentation - Daisy Shaw's CV effectively utilizes a clear and organized structure, providing concise and impactful information. Each section is neatly compartmentalized, guiding the reader seamlessly from one topic to the next. This clarity aids hiring managers in quickly assessing her qualifications and fit for a role in education program management.
- Diverse Career Trajectory with Steady Growth - Demonstrating a consistent and focused advancement, Daisy has transitioned from a Community Engagement Officer to a Program Manager. This career progression within aligned sectors reflects her growing expertise and leadership in educational and community program development, emphasizing her commitment to student success and community impact.
- Significant Achievements with Real-World Impact - The CV highlights notable achievements with articulated real-world impacts, such as a 40% increase in mentorship program engagement and a 30% improvement in literacy rates. These results underscore her ability to drive educational outcomes and foster significant organizational and community-level change, making her an asset to any educational program.
Customer Success Manager in E-commerce
- Well-structured and concise presentation - The CV is clearly organized with distinct sections for education, experience, skills, and achievements. This structured format allows for quick identification of key qualifications and accomplishments, maintaining the reader's focus with concise bullet points and relevant details.
- Strong career trajectory and growth - Rosie Gray's career progression from a Business Consultant to a Success Manager reflects continuous growth and increasing responsibility. Each role builds upon her expertise in customer success and cloud solutions, showcasing an upward career trend and adaptability to more complex challenges over time.
- Impactful achievements with industry-specific tools - The CV highlights the use of industry-relevant tools like Salesforce and methodologies that enhance cloud solutions. Rosie's accomplishments, such as a 35% boost in customer retention through strategic communication with C-level clients, underscore her ability to impact business outcomes significantly using specialized skills.
Formatting your customer success manager CV to meet the role expectations
Staring at the blank page for hours on end, you still have no idea how you should start your professional customer success manager CV. Should you include more colours, two columns, and which sections? What you should remember about your CV format is this - ensure it's minimalistic and doesn't go over the top with fancy fonts and many colours. Instead, focus on writing consistent content that actually answers the job requirements. But, how about the design itself :
- Use the reverse chronological order to showcase your experience, starting with your most recent role;
- Include your contact details (email address, phone number, and location) - and potentially your professional photo - in the header;
- Must-have CV sections include summary or objective, experience, education, and skills: curate the ones that fit your profile;
- Your professional customer success manager CV should be between one-to-two pages long: select the longer format if you have more experience.
A little bit more about your actual CV design, ensure you're using:
- plenty of serif or sans serif font (e.g. Montserrat, Exo 2, Volkhov) as they are Applicant Tracker System (ATS) compliant. Avoid the likes of Arial and Times New Roman because most candidates' CVs are in this typography.
When submitting your CV, are you still not sure what format it should be? Despite the myth that has been circling around, most modern ATS systems are perfectly capable of reading PDFs. This format is an excellent choice as it keeps all of your information intact.
PRO TIP
Incorporate a touch of colour in headers or section breaks, but keep it professional and ensure it doesn’t detract from readability, especially in more conservative industries.
The top sections on a customer success manager CV
- Professional Summary showcases your career objective and key accomplishments.
- Key Skills section highlights expertise in customer relationship management.
- Work Experience details your relevant roles and impact on customer satisfaction.
- Customer Success Projects displays successful initiatives and case studies.
- Education and Certifications emphasise relevant qualifications and industry knowledge.
What recruiters value on your CV:
- Demonstrate your ability to build strong customer relationships by highlighting your communication skills and any previous customer retention success stories.
- Quantify your impact by including metrics such as customer satisfaction scores, net promoter scores, or customer churn rates you've improved.
- Showcase your problem-solving skills by providing examples of how you've handled difficult customer situations or how you've turned around a customer's negative experience.
- Include specifics about your technical proficiency with customer success software (like Gainsight, Totango, or ChurnZero) to emphasise your analytical and operational capabilities.
- Detail your experience with onboarding, training, and supporting customers to illustrate your hands-on approach and dedication to customer success throughout their lifecycle.
Recommended reads:
How to present your contact details and job keywords in your customer success manager CV header
Located at the top of your customer success manager CV, the header presents recruiters with your key personal information, headline, and professional photo. When creating your CV header, include your:
- Contact details - avoid listing your work email or telephone number and, also, email addresses that sound unprofessional (e.g. koolKittyCat$3@gmail.com is definitely a big no);
- Headline - it should be relevant, concise, and specific to the role you're applying for, integrating keywords and action verbs;
- Photo - instead of including a photograph from your family reunion, select one that shows you in a more professional light. It's also good to note that in some countries (e.g. the UK and US), it's best to avoid photos on your CV as they may serve as bias.
What do other industry professionals include in their CV header? Make sure to check out the next bit of your guide to see real-life examples:
Examples of good CV headlines for customer success manager:
- "Customer Success Manager | Client Relations Expert | 5+ Years | CSM Certification | SaaS Growth Strategies"
- "Strategic Account Manager | 10 Years' Experience | Customer Retention Specialist | CRM Systems | Upselling Pro"
- "Lead Customer Success Advocate | 7 Years in Tech Industries | User Adoption & Engagement Focus | Data-Driven"
- "Junior Customer Success Associate | Recent Graduate | Enthusiastic Client Support | Emerging Markets Interest"
- "Senior Client Relationship Manager | 12+ Year Track Record | Certified Customer Experience Professional | B2B Expertise"
- "Dedicated Customer Success Leader | 15 Years' Loyalty & Satisfaction Guru | Certified in Service Excellence | E-commerce"
Choosing your opening statement: a customer success manager CV summary or objective
At the top one third of your CV, you have the chance to make a more personable impression on recruiters by selecting between:
- Summary - or those three to five sentences that you use to show your greatest achievements. Use the CV summary if you happen to have plenty of relevant experience and wish to highlight your greatest successes;
- Objective - provides you with up to five sentences to state your professional aims and mission in the company you're applying for
CV summaries for a customer success manager job:
- A seasoned Customer Success Manager with over 7 years' experience, expert in SaaS platforms, adept in user engagement strategies. Drove a 30% increase in customer retention rate at TechSolutions Ltd., illustrating commitment to developing and nurturing long-lasting client relationships.
- Dynamic professional with 10 years in strategic account management and a passion for transitioning into customer success management. Proven track record of expanding customer base by 40% at B2B Sales Corp, showcasing exceptional relationship-building and problem-solving skills.
- Marketing specialist eager to apply 5 years of experience in a customer-centric environment to a new career in customer success management. Key skills include data analysis and CRM software prowess, crowned with a successful launch of an award-winning marketing campaign that boosted customer engagement by 25%.
- With a strong foundation in technical support and a deep understanding of customer service protocols, this 6-year industry veteran is enthusiastic about pivoting to a customer success role. Instrumental in increasing customer satisfaction scores by 20% at Innovative Tech Inc. through exceptional service and support.
- Keen to utilize robust interpersonal skills and a genuine interest in helping clients succeed, aiming to excel in customer success management. Driven to learn and grow within a fast-paced environment and committed to fostering positive customer experiences and outcomes.
- Eager to embark on a customer success journey, leveraging recent customer relations training and voluntary experience coordinating community outreach programs. Aspires to bring a fresh perspective to client interactions and support by drawing on a rich background of public service and organizational skills.
The best formula for your customer success manager CV experience section
The CV experience section is the space where many candidates go wrong by merely listing their work history and duties. Don't do that. Instead, use the job description to better understand what matters most for the role and integrate these keywords across your CV. Thus, you should focus on:
- showcasing your accomplishments to hint that you're results-oriented;
- highlighting your skill set by integrating job keywords, technologies, and transferrable skills in your experience bullets;
- listing your roles in reverse chronological order, starting with the latest and most senior, to hint at how you have grown your career;
- featuring metrics, in the form of percentage, numbers, etc. to make your success more tangible.
When writing each experience bullet, start with a strong, actionable verb, then follow it up with a skill, accomplishment, or metric. Use these professional examples to perfect your CV experience section:
Best practices for your CV's work experience section
- Developed and implemented a customer success strategy for a portfolio of 50+ accounts, achieving a 95% retention rate by proactively addressing potential churn risks.
- Forged strong relationships with key stakeholders, resulting in a 30% increase in upselling opportunities and enhanced customer loyalty.
- Analysed customer usage data to identify product adoption patterns, leading to a bespoke onboarding process that reduced time-to-value by 25%.
- Collaborated with the product team to relay customer feedback, contributing to a 15% improvement in product features and user satisfaction.
- Trained and mentored a team of five junior customer success associates, improving their customer engagement skills and efficiency by 20%.
- Established a comprehensive customer health score system that predicted renewals with 90% accuracy, allowing for targeted intervention strategies.
- Led quarterly business reviews with strategic accounts, presenting metrics and actionable insights that have consistently secured contract renewals.
- Coordinated with the support and technical teams to resolve complex customer issues, cutting down resolution times by an average of 30%.
- Utilised CRM and customer success software to automate communication workflows, leading to a more consistent and personalised customer experience.
Work Experience
Senior Customer Success Manager
Salesforce
01/2020-Ongoing
- Orchestrated an increase in customer retention by 25% through strategic onboarding and consistent support for a SaaS platform.
- Drove a 40% increase in up-sell and cross-sell opportunities through personalized engagement plans and meticulous needs analysis for high-value clients.
- Implemented a comprehensive customer feedback system that improved product features resulting in a 35% customer satisfaction score increase.
Work Experience
Lead Customer Success Manager
HubSpot
06/2017-12/2019
- Pioneered a customer success initiative that reduced churn by 18% and increased product adoption by 30% through targeted training programs.
- Managed a portfolio of 150+ key accounts, ensuring that 95% of the clients met or exceeded their success metrics.
- Led a cross-functional team to develop a customer education program that grew to 5,000 active users in one year.
Work Experience
Customer Success Team Lead
Adobe
03/2014-05/2017
- Improved client onboarding process, which led to a 50% reduction in onboarding time and a 20% increase in early-stage user engagement.
- Cultivated a high-performing team of customer success specialists, overseeing a 300% increase in team size due to business expansion.
- Managed relationships with enterprise clients, delivering custom solutions that contributed to a 15% year-over-year growth in contract size.
Work Experience
Customer Success Specialist
Oracle
09/2011-02/2014
- Revitalized underperforming accounts resulting in regaining full contract renewals worth $2M+ in annual recurring revenue.
- Facilitated a client advisory board with top customers that influenced product roadmap decisions and increased customer advocacy by 40%.
- Introduced analytics and reporting frameworks to track customer health scores, aiding in proactive engagement and reduced downsell rates by 25%.
Work Experience
Customer Success Associate
Zendesk
11/2009-08/2011
- Managed a customer success initiative that successfully integrated a gamified rewards system, increasing user engagement metrics by 22%.
- Established new communication protocols between support and product teams, enhancing response times to critical client issues by 30%.
- Developed and executed training workshops for new product features, which was credited for a 50% uptick in feature usage among clients.
Swapping your professional experience (when you have none) with skills and more
Never underestimate the importance of relevancе when it comes to your customer success manager CV. Even if you don't happen to have much or any standard (full-time contract) professional experience, this doesn't mean you shouldn't apply for the role. Instead of a bespoke CV experience section:
- Showcase more prominently any internships, part-time roles, and volunteer experience that are applicable to the role and have taught you job-crucial skills;
- Feature a strengths or achievements section with your transferrable skills or talents you've obtained thanks to your work or life experience;
- Write an objective statement that clearly outlines your values as a candidate and defines your career ambitions;
- List your education or certificates that match the job profile closer to the top of your CV.
Recommended reads:
PRO TIP
Include examples of how you adapted to new tools, environments, or work cultures, showing your flexibility.
Describing your unique skill set using both hard skills and soft skills
Your customer success manager CV provides you with the perfect opportunity to spotlight your talents, and at the same time - to pass any form of assessment. Focusing on your skill set across different CV sections is the way to go, as this would provide you with an opportunity to quantify your achievements and successes. There's one common, very simple mistake, which candidates tend to make at this stage. Short on time, they tend to hurry and mess up the spelling of some of the key technologies, skills, and keywords. Copy and paste the particular skill directly from the job requirement to your CV to pass the Applicant Tracker System (ATS) assessment. Now, your CV skills are divided into:
- Technical or hard skills, describing your comfort level with technologies (software and hardware). List your aptitude by curating your certifications, on the work success in the experience section, and technical projects. Use the dedicated skills section to provide recruiters with up to twelve technologies, that match the job requirements, and you're capable of using.
- People or soft skills provide you with an excellent background to communicate, work within a team, solve problems. Don't just copy-paste that you're a "leader" or excel at "analysis". Instead, provide tangible metrics that define your success inusing the particular skill within the strengths, achievements, summary/ objective sections.
Top skills for your customer success manager CV:
HARD SKILLS
Customer Relationship Management (CRM) Software
Data Analysis & Reporting
Account Management
Technical Product Knowledge
Project Management
Customer Lifecycle Management
Salesforce Proficiency
SaaS Metrics Understanding
Customer Support Platforms
Business Acumen
SOFT SKILLS
Communication
Empathy
Problem-Solving
Adaptability
Active Listening
Teamwork
Leadership
Patience
Negotiation
Strategic Thinking
PRO TIP
Focus on describing skills in the context of the outcomes they’ve helped you achieve, linking them directly to tangible results or successes in your career.
Further professional qualifications for your customer success manager CV: education and certificates
As you're nearing the end of your customer success manager CV, you may wonder what else will be relevant to the role. Recruiters are keen on understanding your academic background, as it teaches you an array of hard and soft skills. Create a dedicated education section that lists your:
- applicable higher education diplomas or ones that are at a postgraduate level;
- diploma, followed up with your higher education institution and start-graduation dates;
- extracurricular activities and honours, only if you deem that recruiters will find them impressive.
Follow a similar logic when presenting your certificates. Always select ones that will support your niche expertise and hint at what it's like to work with you. Balance both technical certification with soft skills courses to answer job requirements and company values. Wondering what the most sought out certificates are for the industry? Look no further:
PRO TIP
Focus on describing skills in the context of the outcomes they’ve helped you achieve, linking them directly to tangible results or successes in your career.
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Key takeaways
Impressing recruiters with your experience, skill set, and values starts with your professional customer success manager CV. Write concisely and always aim to answer job requirements with what you've achieved; furthermore:
- Select a simple design that complements your experience and ensures your profile is presentable;
- Include an opening statement that either spotlights your key achievements (summary) or showcases your career ambitions (objective);
- Curate your experience bullets, so that each one commences with a strong, action verb and is followed up by your skill and accomplishment;
- List your hard and soft skills all across different sections of your CV to ensure your application meets the requirements;
- Dedicate space to your relevant higher education diplomas and your certificates to show recruiters you have the necessary industry background.
