Customer Success Manager Resume Examples & Writing Guide 2026

Customer Success Manager Resume Examples for 2026

Customer Success Managers ensure clients achieve their goals with your product. In SaaS and subscription businesses, CSMs are critical to retention and growth. Your resume needs to demonstrate both relationship skills and measurable customer outcomes.

What Recruiters Look For

Core Competencies

• Retention & Growth: Net Revenue Retention, churn reduction
• Customer Outcomes: Product adoption, value realization
• Relationship Building: Executive relationships, NPS scores
• Strategic Thinking: Account planning, risk identification

What Makes a CSM Resume Stand Out

• NRR and retention metrics
• Portfolio size and complexity
• Customer health improvements
• Expansion revenue contribution

Essential Skills

Customer Success Skills

• Onboarding program development
• Success planning and QBRs
• Health scoring and risk management
• Adoption and engagement monitoring
• Renewal and expansion management

Technical Skills

• CRM (Salesforce, HubSpot)
• CS platforms (Gainsight, ChurnZero, Totango)
• Analytics tools
• Product knowledge depth

Soft Skills

• Relationship building
• Communication and presentation
• Problem-solving
• Empathy and advocacy
• Strategic thinking

Resume Bullet Examples

Retention & Revenue

• "Achieved 115% Net Revenue Retention across $8M portfolio of 60 accounts"
• "Reduced churn by 40% through proactive risk management and intervention program"
• "Maintained 95% gross retention rate, exceeding company target by 7%"
• "Generated $1.5M in expansion revenue through strategic upselling and cross-selling"
• "Renewed 100% of accounts in FY25, representing $5M in ARR"

Customer Outcomes

• "Improved customer health scores by 25% through structured onboarding program"
• "Increased product adoption from 40% to 80% across feature set"
• "Achieved NPS score of 75 across portfolio (company average: 50)"
• "Reduced time-to-value from 90 days to 45 days through streamlined implementation"
• "Drove 200% increase in feature utilization through targeted enablement"

Strategic Account Management

• "Managed portfolio of 50 enterprise accounts with total ARR of $10M"
• "Developed success plans for top 20 accounts aligning product value with business goals"
• "Conducted 100+ Executive Business Reviews annually, identifying $3M in expansion"
• "Built C-suite relationships at 70% of strategic accounts"
• "Created early warning system reducing at-risk accounts by 50%"

Process & Leadership

• "Established customer health scoring methodology adopted across 15-person CS team"
• "Developed onboarding playbook reducing new CSM ramp time by 40%"
• "Mentored 3 associate CSMs, with 2 promoted within 12 months"
• "Led cross-functional initiative with Product team improving feature requests workflow"

ATS Keywords

Customer Success, Customer Success Manager, CSM
Net Revenue Retention, NRR, Gross Retention
Customer Retention, Churn Reduction, Renewal
Expansion Revenue, Upselling, Cross-selling
Customer Health, Health Score, Risk Management
Onboarding, Implementation, Time-to-Value
Product Adoption, Feature Utilization, Engagement
QBR, Business Review, Success Planning
NPS, Customer Satisfaction, CSAT
Gainsight, ChurnZero, Totango, Salesforce
SaaS, Subscription, ARR, MRR
Account Management, Strategic Accounts

Common Mistakes

1. No retention metrics — NRR and retention rate are your primary KPIs
2. Focusing only on relationships — Show business impact
3. Missing customer outcomes — Demonstrate value you helped customers achieve
4. Vague portfolio descriptions — Quantify size, ARR, account types

Career Variations

Associate CSM (0-2 years)

"Managed portfolio of 40 SMB accounts ($1M ARR), achieving 92% retention and 110% health score improvement"

Customer Success Manager (3-5 years)

"Owned $5M portfolio of 50 mid-market accounts, delivering 112% NRR and 65+ NPS while reducing churn by 30%"

Senior CSM / CSM Lead (6+ years)

"Led enterprise customer success for $15M portfolio, mentoring team of 4 CSMs while achieving 120% NRR and building C-suite relationships across Fortune 500 accounts"

Related Roles

• Account Manager →
• Customer Support Manager →
• Client Success Director →

FAQ

What's the difference between CSM and Account Manager?

CSMs focus on product adoption, customer outcomes, and proactive success. Account Managers typically own the commercial relationship (renewals, upsells). Many organizations blend these roles. Match your emphasis to the job description.

How do I transition into Customer Success?

Highlight customer-facing experience, relationship metrics, product expertise, and any retention-related achievements from previous roles.

---

Check Your Resume Match Score

Check Your Resume Match Score

Ready to see how your resume stacks up against real job descriptions? Try CV Match Maker - get your fit score, identify gaps, and optimize your resume for the roles you want.