Customer success director with 13 years in SaaS, leading post-sale teams for healthcare technology companies. Leads 32 people across CSM, onboarding and support for a $95M ARR book, raising net retention from 104% to 116%. Builds segmentation, capacity models and renewal forecasting the executive team relies on.
Experience
Customer Success Director, Clarion Care Systems (Nashville, TN)
Nov 2021 – Present
Lead 32 staff across 4 CSM managers, onboarding and support for $95M ARR
Raised NRR from 104% to 116% and gross retention from 89% to 94% in 3 years
Introduced segmentation and a digital-touch program that covers 600 small accounts with 3 CSMs
Own renewal forecasting reviewed monthly with the CFO, accurate to within 2%
Senior Manager, Customer Success, Medlane Health Tech (Franklin, TN)
May 2017 – Oct 2021
Built the enterprise CSM team from 4 to 14 people
Launched executive business reviews for top 50 hospital accounts
Hired and coached 4 team managers
Implementation Consultant, Claymore EHR (Brentwood, TN)
Jun 2013 – Apr 2017
Implemented clinical software for 30 hospitals and clinics, aligned with HIPAA requirements
Education
MBA, Belmont University (Aug 2014 – May 2016)
BS, Health Sciences, University of Tennessee, Knoxville (Aug 2009 – May 2013)
Customer Success: Segmentation, renewals forecasting, digital CS, advocacy
Tools: Gainsight, Salesforce, ChurnZero, Tableau
Industry: Healthcare IT, HIPAA, hospital buyers
How to write a Customer Success Director resume
A strong Customer Success Director resume shows quota attainment, deal size, and the customer outcomes you delivered. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
Sections, in order
Summary
Experience
Skills
Education
Length: Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Summary: Lead with your leadership scope and the business outcomes you are known for.
Skills to feature
Prospecting
Discovery and qualification
Negotiation
Pipeline management
CRM (Salesforce, HubSpot)
Account management
Customer onboarding
Renewals and expansion
Product demos
Customer empathy
Example bullet points
Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps
Built an outbound sequence for mid-market accounts that booked 60 qualified meetings a quarter
Raised CSAT from 86% to 94% by introducing tiered routing and a 24-hour follow-up standard
Tips from recruiters
Put quota attainment and ranking in the first bullet of every sales role.
State deal size and sales cycle so readers understand the segment you sell into.
For support roles, show volume handled alongside quality metrics such as CSAT.
Recommended templates
Modern (ATS-friendly): Clean single column with accent headings and rules
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Ledger (ATS-friendly): moderncv banking: accent name, bold dates on the right
Customer Success Director resume FAQ
What should a Customer Success Director resume include?
A Customer Success Director resume should show quota attainment, deal size, and the customer outcomes you delivered. Use these sections in this order: Summary, Experience, Skills and Education. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
What is the best resume template for a Customer Success Director?
Modern, Classic and Ledger work well for Customer Success Director roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Customer Success Director resume be?
Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Which skills should a Customer Success Director put on a resume?
Prioritize the skills named in the job posting. Common ones for Customer Success Director roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Customer Success Director resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as quota attainment, ARR closed and win rate. For example: "Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps."