Customer Success Manager Resume Example

Top CSM resumes prove retention, expansion, and executive relationship skills in every bullet. Here is a real example written for the modern SaaS hiring manager. Build yours in minutes with Curriq.

← All resume examples

Maya Thompson

[email protected] • (555) 629-0000 • Denver, CO • linkedin.com/in/mayathompson

Professional Summary

Senior customer success manager with 6 years at high-growth B2B SaaS companies managing enterprise and mid-market accounts. Consistent record of 115%+ net revenue retention, sub-5% churn, and expansion ARR growth driven by structured onboarding, proactive health scoring, and executive business review programs. Skilled at translating product value into business outcomes for stakeholders from end user to C-suite.

Experience

Senior Customer Success Manager Lattice Software — Denver, CO | 2022–Present

Manage a portfolio of 28 enterprise accounts totaling $6.4M ARR; maintained 118% net revenue retention for 8 consecutive quarters against a team benchmark of 105%.
Designed and rolled out a customer health scoring model tracking 9 product-usage and engagement signals; enabled proactive outreach that reduced at-risk churn by $820K in the trailing 12 months.
Drove $1.1M in expansion ARR through a structured quarterly business review program, identifying upsell opportunities aligned to customers’ evolving workforce goals.
Served as executive sponsor for the 4 largest accounts; built C-suite relationships that supported 3 multi-year renewal negotiations totaling $2.7M in committed ARR.

Customer Success Manager Relay Analytics — Denver, CO | 2020–2022

Owned onboarding for all new enterprise customers; reduced average time-to-value from 63 days to 29 days by building a standardized 90-day onboarding playbook adopted across the CS team.
Maintained a portfolio churn rate of 3.8% against a company average of 7.2%, attributed to weekly touchpoint cadences and proactive escalation protocols.
Collaborated with product to synthesize feedback from 40+ customer interviews into a prioritized feature request list; 6 of 11 top requests shipped within 2 product cycles.

Customer Success Associate Praxis HR Tech — Boulder, CO | 2018–2020

Supported 60+ SMB accounts through onboarding, training, and ongoing adoption; achieved a 4.7/5.0 CSAT average over 24 months.
Created 14 self-serve help center articles and 3 video walkthroughs that deflected an estimated 200+ support tickets per month.

Education

B.A. Communications University of Colorado Boulder — 2018

Tools & Skills

CS Platforms: Gainsight, ChurnZero, Totango • CRM: Salesforce, HubSpot • Metrics: NRR, GRR, churn, CSAT, NPS, time-to-value, expansion ARR • Communication: Executive business reviews, stakeholder mapping, escalation management

Why this resume works

ARR under management ($6.4M) is stated immediately. CS hiring managers assess portfolio size as a proxy for the complexity and seniority of the role before reading individual contributions.
NRR of 118% against a 105% team benchmark frames performance in relative terms. Absolute numbers are meaningful; beating a benchmark is a signal of exceptional performance.
The health scoring bullet describes the mechanism (9 signals) and the outcome ($820K at-risk churn prevented). That is a causal chain, not a job description.
Churn rate (3.8% vs 7.2% company average) at the second job reinforces the pattern of above-benchmark performance across multiple employers.
The product feedback bullet shows cross-functional influence. CSMs who close the loop between customer voice and product roadmap are worth more to SaaS companies than those who only renew contracts.

3 tips for customer success managers in 2026

Own your NRR number like a quota Net revenue retention is the metric that defines CS value to the business. If you do not know your NRR for each role, calculate it before you apply anywhere. Interviewers at SaaS companies will ask for it directly, and candidates who answer with precision ("118% for 8 quarters") stand apart from those who say "strong retention."
Show that you move product, not just renew contracts The CS roles with the highest compensation in 2026 belong to managers who influence roadmap decisions, surface beta opportunities, and connect customer pain to product strategy. Documenting that you drove feature prioritization or participated in product advisory boards signals that you operate above the renewal layer.
Name your CS tech stack explicitly Gainsight, ChurnZero, and Totango certifications are searchable keywords in ATS systems and recruiter filters. List the platforms you have used, and note any admin-level or configuration experience. A CSM who can set up a Gainsight playbook from scratch is significantly more valuable than one who only uses it as a read-only dashboard.

Build your customer success resume with Curriq

Curriq generates ATS-optimized resumes in 4 languages using AI trained on recruiter feedback. Curriq Pro is free until May 22, 2026 — no strings attached.

Get Curriq on the App Store ↗