Customer Success Manager Resume Examples
Years of Experience
- 0
- 2-3
- 5-10
- 10+
Jenna Sanders
243-392-4839
[email protected]
4738 Valley St, San Jose, CA, 483720
Profile
Motivated recent MBA graduate with a focus on business management. Highly organized with project management skills. Skilled and educated in delivering excellent customer experiences with attention to relationship and conflict management. Currently pursuing a master’s degree in business administration with a focus on management.
Key Skills
- Project management
- Organization
- Leadership and management
- Computer skills (MS Office, Google Docs, Outlook)
- Communication
- Conflict management
- Customer experience
Education
Master of Business Administration
STANTON UNIVERSITY, Garden Grove, CA, September 2018 – Ongoing
Delivered guest lectures to undergraduate classes on business and human management strategies.
Coursework completed:
- Operations Management
- Organizational Conflict Management
- Consumer Behavior
Bachelor of Arts in Business Administration
STANTON UNIVERSITY, Garden Grove, CA, September 2012 – June 2016
Final project won an award in a national business student competition and was featured in the university newspaper.
Coursework completed:
- Marketing
- Quantitative Theory
- Accountancy
- Economic Principles
- Financial Management
- Human Management
Professional Experience
Customer Success Manager, Skill Studio, San Jose, CA
August 2020 – April 2021
- Initiated and fostered ongoing customer relationships, achieving a retention rate of 95%
- Practiced conflict management strategies through anticipating and resolving conflicts, listening to customers and observing behaviors to identify the best possible solutions
- Researched and analyzed business and industry trends to best inform customer experience strategies, contributing to a customer satisfaction rate of 97%
- Communicated with customers to complete onboarding, set attainable goals, and resolve any assistance or project needs
Susanne King
(123) 456-7890
[email protected]
101 First Street, San Diego, CA, 92014
Profile
Empathetic and hard-working customer account manager with hands-on experience in SaaS startup businesses. Proven ability to reduce case resolution times and increase overall customer satisfaction. Worked with a variety of customer communication platforms and created procedures for the team to adhere to, improving efficiency in handling customer queries. Diligent with reporting customer feedback and KPI statistics to external and internal stakeholders.
Key Skills
- Creative problem solving
- Zendesk & Freshdesk at admin level
- Empathetic communication
- Technical troubleshooting
- Using customer feedback to streamline procedures
- Google Drive Suite proficiency
Education
Bachelor of Fine Arts
TEMPLE UNIVERSITY, Philadelphia, PA, September 2012 – June 2016
Professional Experience
Senior Account Manager, 123Graphics, San Francisco, CA
March 2020 – Present
- Assisting with challenging and difficult client interactions
- Actively seeking new sales opportunities with existing customers
- Implementing improved customer care procedures to increase satisfaction levels
- Streamlining the team’s customer handling processes to be more efficient
- Exceptional communication via email, live chat, telephone, and social media
Customer Support Superstar, Carjazz, San Diego, CA
February 2019 – March 2020
- Handled new customer queries and complaints via email and telephone
- Reported resolution times and pain points in weekly and monthly meetings
- Replied to public customer feedback in a timely and transparent manner
- Adhered to strict KPIs while ensuring a personalized service
- Solved customer complaints and issues, escalating when needed
Abby Holt
473-382-7583
[email protected]
2927 100th St, Seattle, WA, 337493
Profile
Highly skilled customer success manager with experience in managing a large number of customer accounts while maintaining a high level of customer satisfaction. Focus on sales and business development while promoting quality and long-term customer relationships. Experienced in leading teams of customer success managers and representatives. Expert in customer experience, conflict resolution, and interpersonal communication.
Professional Experience
Customer Success Manager, Ironics Systems, Seattle, WA
July 2014 – May 2021
- Researched market and industry trends to develop new customer experience strategies. Developed a new referral campaign that boosted customer retention to 95% and created a 40% gain in new clients over one year.
- Managed customer onboarding and fostered over 40 ongoing customer relationships by communicating appropriate goals and expectations, delivering on positive outcomes, and acting as a lead point of contact.
- Trained and led a team of 12 other customer success managers and representatives.
- Perform ongoing analysis of customer accounts to anticipate any conflicts or opportunities and resolved any conflicts to maintain a customer satisfaction score of 97%.
Education
Bachelor of Arts in Business Administration
UNIVERSITY OF WASHINGTON, Seattle, WA, September 2010 – June 2014
Coursework completed:
- Marketing and business development
- Information systems
- Salesforce management
- Accountancy
- Interpersonal communication
- Financial management
- Human management
Key Skills
- Project management
- Business and industry knowledge
- Leadership and management
- Computer skills (MS Office, Google Docs, Outlook)
- Communication
- Conflict management
- Customer experience and relationship
Sadie O’Neill
(123) 456-7890
[email protected]
111 Third Street, San Diego, CA, 92014
Profile
Highly experienced customer success manager working in B2C membership businesses. Efficient in handling challenging customer cases, using data collected to improve customer experience and internal processes. Implemented new platforms and onboarded team members, providing ongoing support.
Professional Experience
Customer Support Agent, Fabuloot, New York City, NY
April 2008 – August 2013
- Maintained exceptional relationships with new and existing customers via email and telephone
- 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 using experience with customers’ pain points
Customer Success Team Leader, Boxamo, San Francisco, CA
August 2013 – January 2017
- Reported KPIs in monthly stakeholder meetings
- Handled escalated and complex customer cases with a personalized service
- Trained team members on new procedures with ongoing support
- Created streamlined procedures with the head of customer success for increased customer satisfaction
- Used customer feedback to enhance existing products and services offered
Head of Customer Success, Boxamo, San Francisco, CA
January 2017 – Present
- Managing a team of 10 agents
- Liaising with the CX team and marketing, creating a seamless experience
- Assisting with challenging and difficult client interactions
- Implementing efficient, personalized customer care procedures to increase satisfaction levels by 34% in 6 months
- Exceptional communication with brand continuity via Telegram, email, live chat, and social media
Education
Bachelor of Design
NEW YORK UNIVERSITY, New York, NY, September 2007 – June 2011
Key Skills
- Creating KPIs for support teams
- Kajabi, Braintree, Stripe, and PayPal fluency
- Creative problem solving
- Empathetic to challenging customer issues
- Admin-level understanding of multiple CRMs
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%