Customer Success Manager Resume Examples
Years of Experience
- Entry-level
- Mid-career
- Senior-level
Susanne King
(123) 456-7890
[email protected]
101 First Street, San Diego, CA 92014
Profile
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.
Key Skills
- Creative problem-solving
- Zendesk & Freshdesk at admin level
- Technical troubleshooting
- Using customer feedback to streamline procedures
- Google Drive Suite
Education
Bachelor of Fine Arts, Temple University, Philadelphia, PA | 2016
Professional Experience
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
Customer Support Superstar, Carjazz, San Diego, CA | February 2019 to March 2020
- Handled new customer queries and concerns by email and phone
- Reported resolution times and pain points in weekly and monthly meetings
- Replied to public customer feedback in a prompt and transparent manner
- Adhered to strict KPIs while ensuring a personalized service
- Escalated customer complaints as needed
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
Sadie O’Neill
(123) 456-7890
[email protected]
111 Third Street, San Diego, CA 92014
Profile
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.
Professional Experience
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
Customer Support Agent, Fabuloot, New York, NY | April 2008 to August 2013
- Maintained strong relationships with new and existing customers by phone and email
- Adhered to KPIs and reported to team leader during monthly team meetings
- Responded to positive and negative customer feedback
- Sought out new sales opportunities
- Contributed to new product ideas, drawing on knowledge of customers’ common pain points
Education
Bachelor of Design, New York University, New York, NY | 2011
Key Skills
- Braintree
- Complex Problem-Solving
- Customer Relations & Service
- Kajabi
- PayPal
- Stripe
- Team Leadership & Motivation
Common Key Skills and Action Verbs for Customer Success Manager Resume
With so many applicants for the best jobs, you may find it difficult to get your resume pulled from the stack. Hiring managers use applicant tracking systems (ATS) to make the hiring process more efficient and find the best candidates. An ATS scans your resume for relevant keywords and phrases and then evaluates it based on how it compares to the job description criteria. If your resume contains plenty of those keywords, you have a better chance of it being filtered to the hiring manager’s desk.
| Key Skills & Proficiencies | |
|---|---|
| Analysis | Business and industry knowledge |
| Communication | Computer skills |
| Conflict management | Critical thinking |
| Customer experience | Empathy |
| Interpersonal skills | Leadership |
| Management | Negotiation |
| Organization | Problem-solving |
| Project management | Relationship management |
| Teaching | Team-oriented |
| Time management | Training |
| Understanding | |
| Action Verbs | |
|---|---|
| Analyze | Collaborate |
| Communicate | Empathize |
| Lead | Listen |
| Manage | Negotiate |
| Organize | Prioritize |
| Problem solve | Respond |
| Teach | Train |
| Understand | |
Tips for Writing a Better Customer Success Manager Resume
Showcase your computer and analytical skills
A good customer success manager possesses a wide and versatile skill set, including computer and analytical skills. If the job description indicates specific computer skills, applications and programs that applicants should be familiar with, make sure to include those. Demonstrate and contextualize your analytical skills to effectively highlight them.
Example #1
Good
Expert level abilities in MS Office, client management software and Google Docs.
Bad
Knowledge of computer programs.
Example #2
Good
Led market research and conducted customer feedback surveys to analyze opportunities and identify solutions.
Bad
Analyzed and identified areas for improvement.
Don’t forget to maximize your soft skills
While customer success managers need to possess some technical and business skills, soft skills are crucial in these roles. Relationship and conflict management are valuable skills that shouldn’t be undersold. Expand on how you’ve previously demonstrated these skills.
Example #1
Good
Built and managed ongoing relationships with customers by listening to concerns, managing expectations and proactively finding solutions, achieving a customer satisfaction rate of 96%.
Bad
Managed customer relationships.
Example #2
Good
Used conflict management skills to listen and empathize with customers, maintaining an account retention rate of 94% over three years.
Bad
Good conflict management skills.
How to Align Your Resume With the Job Description
To find the best fit for the job, hiring managers have to consider many applications. That’s why it’s important to make sure your resume is distinctive. The most effective way to stand out to hiring managers is to align the skills and experiences on your resume with qualifications detailed in the job description.
If you’re not sure which items to highlight, take a look at the job description. Scan it for qualifications listed first or repeatedly throughout the description. Then, make sure that your resume emphasizes those same requirements. This shows the hiring manager that you’ve thoughtfully tailored your resume to this specific job rather than using a generic resume. More importantly, it demonstrates how you can deliver results based on the qualities that the organization is looking for in a candidate.
Example Customer Success Manager Job Description
We are looking for a driven and enthusiastic Customer Success Manager to join our team. The Customer Success Manager must possess a versatile skill set. They will be responsible for a broad set of tasks, such as managing and building customer relationships, onboarding and training customers, and supporting sales opportunities. They will also be expected to analyze and implement customer experience solutions and resolve conflict or escalated customer accounts.
Responsibilities:
- Build and manage customer accounts and relationships
- Research and analyze business and industry trends as well as customer data to develop experience solutions
- Onboard and train customers with products
- Anticipate risks and conflicts and resolve customer conflicts with empathy and understanding
- Work with customers to develop goals and success plans to manage expectations and deliver on positive outcomes
Qualifications:
- Bachelor’s degree in business administration or related field
- 3+ years of customer success management or related field
- Excellent verbal and written communication
- Computer skills (MS Office and Google Docs)
- Strong organizational, attention to detail and time management skills
According to the job description, the ideal job applicant should have the following skills and experience:
- Customer relationship management
- Analytical skills
- Research skills
- Conflict resolution
- Empathy
- Communication
- Detail-oriented
Craft your resume to integrate the qualification keywords indicated above. See the following professional experience example that shows how you might include these keywords to align with the job description.
Customer Success Manager Work Experience Example
Customer Success Manager, LettuceAssist, San Francisco, CA
March 2016 – September 2020
- Developed and maintained relationships with customers on an ongoing basis, achieving a customer satisfaction rate of 95%
- Anticipated, managed and resolved conflicts by empathizing and listening to customers and paying close attention to each account
- Demonstrated communication and relationship management skills by identifying over 50 customer account needs, setting goals and success measurables, and delivering on positive outcomes
- Conducted research and analysis on industry trends and customer experience solutions to develop new customer onboarding strategies and improve customer experience, resulting in a retention rate of 93%