Customer success manager with 6 years managing mid-market SaaS accounts in HR and payroll. Manages 55 accounts worth $3.8M ARR with 112% net revenue retention and 94% gross retention. Runs onboarding, health scoring, business reviews and expansion plays in partnership with account executives.
Experience
Customer Success Manager, Peoplegrid (Remote)
Aug 2022 – Present
Manage 55 mid-market accounts worth $3.8M ARR with 112% NRR and 94% gross retention
Lead quarterly business reviews tied to customer goals, sourcing $520k in expansion pipeline last year
Built risk playbooks in Gainsight that saved 7 at-risk accounts worth $410k
Raised product adoption from 3.1 to 4.4 modules per account through targeted training
Coordinate with support and product on the top 10 bugs affecting assigned accounts, tracking fixes in Jira
Onboarding Specialist, Benefitwise (Raleigh, NC)
Jan 2021 – Jul 2022
Onboarded 90 employers in 18 months with average go-live in 34 days
Wrote help center guides that cut onboarding tickets 25%
Trained 600 HR admins on the payroll setup checklist
Peer Career Advisor, Mountaineer Career Development (Boone, NC)
Aug 2018 – May 2020
Met with 15 students a week on resumes and job search plans
Ran 10 workshops on LinkedIn and interviewing
Education
BS, Business Administration, Appalachian State University (Aug 2016 – May 2020)
Skills
Customer Success: Onboarding, QBRs, health scoring, renewals, expansion
Tools: Gainsight, Salesforce, Zendesk, Pendo, Gong
Metrics: NRR, GRR, adoption, CSAT, time to value
Domain: HR and payroll software, employer onboarding
How to write a Customer Success Manager resume
A strong Customer Success Manager 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 Manager resume FAQ
What should a Customer Success Manager resume include?
A Customer Success Manager 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 Manager?
Modern, Classic and Ledger work well for Customer Success Manager roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Customer Success Manager resume be?
Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Which skills should a Customer Success Manager put on a resume?
Prioritize the skills named in the job posting. Common ones for Customer Success Manager roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Customer Success Manager 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."