Customer Success Manager Resume Example and Template
A strong customer success manager resume demonstrates proactive account stewardship, ability to identify expansion opportunities, and drive to keep customers achieving their goals. Include customer retention rates, expansion revenue, and account growth metrics.
Hiring managers look for managers who build relationships, understand customer business outcomes, and prevent churn through strategic engagement. Evidence of revenue growth and customer advocacy sets top candidates apart.
A complete, realistic Customer Success Manager resume, laid out in an ATS-tested template. The candidate is illustrative: the name, employers and figures were written for this example and identify no real person, so you can copy its structure and wording freely.
Updated September 2026
Also searched as
Senior Customer Success Manager, Customer Success Coordinator
Marcus Davis: Customer Success Manager
Boston, MA, United States
Summary
Customer success manager with 9 years of experience driving customer retention and expansion revenue for SaaS companies. Managed enterprise and mid-market accounts totaling $2.8M ARR. Achieved 96% net retention rate, increased customer CSAT to 4.9/5.0, and closed $400K in expansion revenue.
Work Experience
Senior Customer Success Manager, Accelerate Software
Feb 2022 – Present. Enterprise SaaS platform, 150 employees
- Managed 25 enterprise and mid-market accounts worth $2.8M ARR with 96% net retention
- Conducted quarterly business reviews, identifying needs and driving $400K in expansion revenue
- Maintained customer satisfaction at 4.9/5.0 through proactive engagement and strategic guidance
- Trained 3 junior CSMs on account planning, business acumen, and relationship management
Customer Success Manager, GrowthFlow Platforms
Jun 2019 – Jan 2022. Scaling SaaS company, 80 employees
- Managed 30 customer accounts averaging $40K ARR, achieving 94% retention rate
- Reduced customer churn by 15% through implementation of proactive at-risk programs
- Closed $200K in expansion and upsell revenue by identifying customer growth opportunities
- Led onboarding for 40+ new customers, achieving 90% activation rate
Customer Success Coordinator, NextGen Solutions
Aug 2017 – May 2019. Mid-market SaaS company
- Coordinated onboarding and adoption support for 60+ customer accounts
- Tracked customer health metrics and escalated at-risk accounts to management
- Executed customer education programs and training webinars
- Supported CSMs with data analysis and business review preparation
Education
Boston College
BA, Business Administration. Sep 2013 – May 2017
Skills
Account Management, Customer Retention, SaaS Metrics, Business Analysis, Upsell Strategy, Customer Health, Business Reviews, Relationship Building, CRM Software, Strategic Planning
Languages
English
Why this look works
Strategic, growth-focused design with forward-looking aesthetic reflects customer success mission. Professional typography suggests business acumen and partnership approach. Organized layout emphasizes metrics and outcomes.
Resume tips for this job
- Lead with account metrics: 'Managed 25 accounts worth $2.8M ARR, 96% net retention'
- Include expansion revenue closed: '$400K upsell revenue' shows business impact
- Highlight retention improvements: 'Reduced churn by 15%' or 'Maintained 96% retention rate'
- Mention customer satisfaction: 'CSAT 4.9/5.0' or 'NPS 72' shows customer sentiment
- Show progression: Coordinator to Manager shows career advancement in the field
Common questions
How do I explain expansion revenue on a CSM resume?
Be specific: 'Closed $400K in expansion and upsell revenue' or 'Grew $2.8M book 18% YoY.' Show both new money and growth rate to demonstrate value creation.
What's the difference between net retention and gross retention?
Gross retention: kept existing revenue. Net retention: kept plus expansion revenue. Both matter. Net retention above 100% shows expansion; gross retention shows churn prevention. Lead with net retention if it's strong.
Should I include specific customer names?
Only if they're non-confidential or you have permission. Use industry or company size instead: 'Managed Fortune 500 and mid-market accounts.' Focus on metrics over names.