How To Write a Customer Success Manager Resume

When writing a resume as a customer success manager, highlight your stand-out skills, characteristics, and professional experiences. For example, you should share your conflict resolution success rate and achievements related to customer satisfaction, creating procedures, and adhering to Key Performance Indicators (KPIs). Note any customer service projects that would draw the attention of hiring managers.

Review our tips, including examples, to help you level up your customer success manager resume.

  • Entry-level
  • Mid-career
  • Senior-level
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1. Create a profile by summarizing your customer success manager qualifications

Creating a compelling snapshot of your customer success manager career is the best way to draw the reader in. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. In the subsequent sentences, establish yourself as a successful professional in your space — the type of candidate an employer would not want to lose to a competitor.

For example, if you managed customer onboarding and trained a team of 10 other customer service representatives, be sure to highlight this experience immediately. If there is data related to your success with customer satisfaction, share the numbers so hiring managers can see how you make a measurable positive impact.

Entry-Level Profile Example


Empathetic and hardworking Customer Account Manager with hands-on experience in SaaS startups. Skilled at reducing case resolution times and raising overall customer satisfaction. Worked with various customer communication platforms, and created procedures that improved team efficiency handling customer queries. Diligent reporting customer feedback and KPI statistics to internal and external stakeholders.

Senior-Level Profile Example


Customer Success Manager with strong experience in B2C membership businesses. Expertly handle difficult customer cases, using data to improve service quality and internal processes. Skilled at launching new platforms, onboarding team members, and providing continual support.

2. Add a compelling section featuring your customer success manager experience

To craft a results-driven professional experience section, create bullet points emphasizing your career achievements rather than job responsibilities. Companies are interested in results, and as a customer success manager, demonstrate how you specifically improve customer satisfaction rates.

Emphasize your ability to collaborate, communicate, and leverage customer feedback to improve processes and the company’s overall outcomes.

Entry-Level Professional Experience Example


Senior Account Manager, 123Graphics, San Francisco, CA | March 2020 to Present

  • Engage with customers by email, live chat, phone, and social media
  • Assist with challenging client interactions
  • Actively seek new sales opportunities with existing customers

Highlights:

  • Introduced better customer care procedures to increase satisfaction levels
  • Streamlined team’s customer handling processes

Senior-Level Professional Experience Example


Boxamo, San Francisco, CA | August 2013 to Present

Head of Customer Success (January 2017 to Present)

  • Manage and motivate a team of 10 agents
  • Liaise with CX and marketing teams to promote a seamless experience for customers
  • Help address and resolve difficult client interactions
  • Drive quality communication with brand continuity by email, live chat, and social media

Highlight:

  • Streamlined service procedures, raising client satisfaction by 34% in 6 months

Customer Success Team Leader (August 2013 to January 2017)

  • Reported KPIs in monthly stakeholder meetings
  • Addressed and resolved complex customer issues

Highlights:

  • Co-developed procedures that raised efficiency and customer satisfaction
  • Used customer feedback to enhance products and services

3. Add customer success manager education and certifications

In addition to your education, feature any relevant certifications you’ve achieved throughout your career as a customer success manager. Although most employers will be more interested in your professional experience, obtaining other credentials won’t hurt your chances of landing the interview.

For instance, having a Salesforce Advanced Administrator certification shows you can customize the platform to improve the customer data you can gather from the software. Help desk certification from an organization Information Technology Infrastructure Library (ITIL) or HubSpot Academy illustrates your competency in communication best practices related to tech support. While certification alone won’t guarantee an interview for senior-level job seekers, it will show prospective employers you’re committed to continuous learning.

Education

Template

  • [Degree Name]
  • [School Name], [City, State Abbreviation] | [Graduation Year]

Example

  • Bachelor of Science (B.S.) Marketing
  • University of San Diego | San Diego, CA | 2011

Certifications

Template

  • [Certification Name], [Awarding Organization], [Completion Year]

Example

  • Help Desk Certification, ITIL, 2019

4. List key skills and proficiencies for customer success managers

Most organizations rely on some form of applicant tracking system (ATS) to identify qualified candidates for job openings. To get your resume through the initial screening process and into the hiring manager’s hands, incorporate keywords from the job description directly into your profile, professional experience, and skills section. Below, you’ll find a list of key terms and skills you may encounter while applying for customer success manager positions:

AnalysisBusiness and industry knowledge

Key Skills and Proficiencies
Communication Computer skills
Conflict management Critical thinking
Customer experience (CX) Empathy
Interpersonal skills Leadership
Management Negotiation
Organization Problem-solving
Project management Relationship management
Teaching Team-oriented
Time management Training
Understanding  

5. Highlight conflict resolution skills.

As a customer success manager, you’ll deal with the good, bad, and ugly when customers require support or file a complaint. Demonstrating conflict resolution skills is integral to winning a sought-after job at a top employer’s CX team. If possible, share data, such as problem-solving to resolve challenging customer situations, with only 2% escalating to the next level. Or highlight how you convert complaints into positive customer satisfaction ratings. For example, you might include on your resume: increased satisfaction levels by 34% in six months.

6. Include leadership and team training experience.

As a customer success manager, you’ll be called on to create training processes and customer service protocols for a business. Be sure to highlight past experience managing a team, training, including onboarding and continuous education, and rolling out protocols to elevate CX. Along with those achievements, include measurables that quantify the positive impact you have made throughout your career.

How To Pick the Best Customer Success Manager Resume Template

When selecting your template, prioritize structure and readability over visual appeal. Heavy colors and bulky graphics may look nice, but they can distract the reader from your content. Seek a template that organizes your content effectively and fits your brand. Hiring managers will always be more interested in your achievements and qualifications than the style of your template.

Customer Success Manager Text-Only Resume Templates and Examples

  • Entry-level
  • Mid-career
  • Senior-level

Abby Holt
473-382-7583
[email protected] 2927
100th St, Seattle, WA 337493

Profile

Customer Success Manager with experience managing a large number of accounts while maintaining high customer satisfaction. Focused on driving sales and business growth while building positive long-term relationships with customers. Demonstrated success leading and motivating teams of customer success representatives.

Key Skills

  • Conflict Management & Resolution
  • Customer Experience & Relations
  • Google Docs
  • Leadership & Management
  • Microsoft Office Suite
  • Project Management

Professional Experience

Customer Success Manager, Ironics Systems, Seattle, WA | July 2014 to December 2022

  • Researched market and industry trends to set new customer experience strategies
  • Managed customer onboarding and fostered 40+ customer relationships by communicating appropriate goals and expectations and delivering positive outcomes
  • Trained and led a 12-person customer success team
  • Performed ongoing analysis of customer accounts to anticipate and address any conflicts or opportunities

Highlights:

  • Developed a referral campaign that boosted customer retention to 95% and created a 40% YoY gain in new clients
  • Maintained a customer satisfaction score of 97%

Education

Bachelor of Arts (BA) in Business Administration, University of Washington, Seattle | 2014

Select Coursework:

  • Accountancy
  • Financial Management
  • Human Management
  • Information Systems
  • Interpersonal Communication
  • Marketing & Business Development
  • Salesforce Management
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Expert Advice
Advice From a Recruiter: Anna Berentson
Anna Berentson - Manager of Talent Acquisition at Trupanion, Linkedin
Meet our Expert: Anna has over six years of experience as an in-house recruiting professional, specializing in roles from customer service and sales to finance and technology.
1. What are the most in-demand skills for a customer success manager that should be featured on a candidate’s resume? Please include both hard and soft skills. -

Effective customer success managers understand their client’s needs, how their organization operates, and how their product can help their clients. Attention to detail is key, along with natural curiosity in understanding clients’ needs and effectively communicating how your product will positively impact them. 

Proactive communication with your clients will help you predict needs, problem solve, identify underutilization, and reduce the risk of clients not wanting to renew. De-escalation is a skill that hiring managers will look for on your resume and interview answers.

Two to five years of experience in account management or sales or one to four years of customer success experience will be crucial to your resume.

2. What work experience and other accomplishments are hiring managers looking for in a customer success manager?-

Be prepared with examples of how you identified and saved renewal risks with past clients. Also, be prepared to speak to your analytical ability and give examples of when you improved product adoption in past roles. Every interviewer will likely want to be confident their next customer success manager will effectively build relationships and rapport and predict client needs. Don’t be humble. Share moments you are proud of or when you received great feedback in the past. Better yet, be prepared to share constructive feedback you received in the past and how you learned from it.

3. What else, besides a resume, should a customer success manager candidate be prepared to provide hiring managers?-

Before interviewing, first research the company and product. It never hurts to be prepared, especially in a competitive job market.

The final interview may include specific scenarios where you need to speak to how you would sell their product, demonstrate return on investment (ROI), and how you would map your customer lifestyle and build new relationships. Sometimes, you could be asked to prepare a sales pitch or presentation, so be ready to demonstrate what it would look like if you joined their team. If there is a presentation element, you will be told this in advance and given time to prepare.

4. What advice would you give a customer success manager candidate about their job search? -

Think about what gets you excited about a product and motivated to start your work day. Are you more enthusiastic about saving clients’ time? Innovating within an industry? Helping companies update their workflows? Is there a tried and true product that you know and would love to represent? If you are passionate about the work, it will only make you more successful.

Factor in market stability — is this product always in demand? Is it in an established industry with well-known competition? Has the company experienced layoffs in the last few years, or has it continued to grow?

Frequently Asked Questions: Customer Success Manager Resume Examples and Advice

What are common action verbs for customer success manager resumes?-

We know it’s easy to get stuck when writing the experience section of a resume. You might start to run out of action verbs to describe your work. We compiled the list of common action verbs describing customer success manager roles below.

Action Verbs
Analyze Collaborate
Communicate Empathize
Lead Listen
Manage Negotiate
Organize Prioritize
Problem-solve Respond
Teach Train
Understand  
How do you align your resume with a customer success manager job description?-

According to the Bureau of Labor Statistics (BLS), jobs for customer service representatives are projected to decrease by 4% from 2021 to 2031. While the BLS does not specifically cite automation and Artificial Intelligence (AI) as reasons, more entry-level customer success positions could decline because of advancing technology. Customer success managers are more involved in CX strategy and developing processes to drive sales, retention, and satisfaction. So, this number does not directly reflect the job outlook for a customer success manager.

Be sure to align your resume with the job description to secure interviews for the most lucrative opportunities and set yourself apart from candidates. For example, suppose a company is looking for a manager who can show results in improving customer satisfaction rates and training other representatives to produce better results. Highlight this in your professional experience and include metrics that tell the story. Tailoring your document to individual job postings will significantly increase your chances of landing your next job opportunity.

What is the best customer success manager resume format?-

Reverse chronological format is ideal for customer success manager resumes. This approach ensures that your most recent and relevant experience is featured at the top of your document. Even at the entry level, it’s best to avoid functional resume formats. Again, emphasize metrics that tell the story of how you improve CX and can do the same at the prospective company.

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Expert Advice
Include a cover letter with your resume
Crafting a strong cover letter helps your chances of landing an interview during a job search. The key to creating a compelling cover letter is to customize your document for the organization you’re applying to. Read our customer success manager cover letter guide to learn how. For other related cover letter examples, see our customer service representative and call center representative cover letter guides.
Jacob Meade headshot

Jacob Meade

Certified Professional Resume Writer (CPRW, ACRW)

Jacob Meade is a resume writer and editor with nearly a decade of experience. His writing method centers on understanding and then expressing each person’s unique work history and strengths toward their career goal. Jacob has enjoyed working with jobseekers of all ages and career levels, finding that a clear and focused resume can help people from any walk of life. He is an Academy Certified Resume Writer (ACRW) with the Resume Writing Academy, and a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers & Career Coaches.

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