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Customer Success Manager Sample

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Career advice featured in – Forbes, Glassdoor, Reader's Digest, MarketWatch, The CheatSheet
Career advice featured in Forbes, Glassdoor, MarketWatch, Reader's Digest, The CheatSheet

A Customer Success Manager ensures customer experiences are successful to retain loyalty to the company. As opposed to a customer service rep, Customer Success professionals take an active role in leveraging customer experiences to reach better business outcomes. They spend more time watching trends and focusing on retention, as opposed to solving client problems as they arise. Your resume should convey your skills, relationship building, business growth, and customer journeys while showcasing qualities in charisma, energy, and optimism. Accomplishments and achievements should be showcased in bullet form for maximum results.

Expert Tip

You should never use a creative resume


Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.


The truth is that most hiring managers prefer a traditional resume format.


Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.

Customer Success Manager resume (text format)

How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.

Name

Title

City, State or Country if international

Phone | Email

LinkedIn URL



CUSTOMER SUCCESS MANAGER PROFESSIONAL


Talented Customer Success Manager highly regarded for improving team performance on customer service metrics and SLA delivery. Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.



CORE COMPETENCIES

  • Customer Service

  • De-escalations

  • Performance Management

  • Technical Expertise

  • Crisis Resolution

  • Sales

  • Team Leader

  • Team Collaboration

  • Training

  • User Training

  • Coaching

  • Leadership

  • Relationship Building



PROFESSIONAL EXPERIENCE


Customer Success Manager

Company | Location | Year to Year

Responsibilities

  • Managed 4 Customer Service Account Managers and 20+ Customer Service Reps.

  • Handled daily customer service calls and all escalated issues.

  • Assigned and Monitored weekly/monthly income quotas.

  • Developed training materials and implemented training schedules.

  • Analyzed and reported departmental income, business trends and employee statistics on a weekly basis.

  • Screened and hired all new employees for the department.

  • Worked closely with other departments within the company to ensure proper handling of customer service issues


Customer Service Manager

Company | Location | Year to Year

Responsibilities

Lead team of 32 customer service and solutions representatives

  • Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor

  • Established individual productivity and quality metrics to compliment corporate-specific metrics

  • Created and implemented competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores

  • Successfully integrated dispatch into customer service from logistics

  • Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty


Customer Service Manager

Company | Location | Year to Year

Responsibilities

Develop an integrated Customer Service team that includes all aspects of the customer experience from initial application to customer billing.

  • Responsible for the development of Customer Service Programs with a focus on Revenue Protection and System Losses.

  • Developed a Collections Program where our team consistently collected 99% of all receivables

  • Develop a Customer Service Training Program to address current customer service deficiencies.



EDUCATION

 

Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)

  • Relevant Coursework: List coursework taken (even include those you are planning on taking)

  • Awards/Honors: List any awards, honors or big achievements

  • Clubs/Activities: List clubs and activities in which you participated

  • Relevant Projects: List 2-3 projects you have worked on


Everything you need to write your customer success manager resume

 Now that you’ve seen an example of a job winning Customer Success Manager resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Customer Success Manager below.

Let’s start with your resume summary section.

1. Summary

 The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Customer Success Manager resume example for more information!

Expert Tip

Always start with your most recent positions at the top of your resume. This is called reverse-chronological format, and keeps your most relevant information easy for hiring managers to review.

2. Formatting

Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:

Some resumes will include other sections, such as Volunteer Experience or Technical Skills. When it comes to what sections you need to include on your resume, you will know best!

Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.

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3. Appropriate skills

  • Customer Service

  • De-escalations

  • Performance Management

  • Technical Expertise

  • Crisis Resolution

  • Sales

  • Team Leader

  • Team Collaboration

  • Training

  • User Training

  • Coaching

  • Leadership

  • Relationship Building

  • Customer Success

  • Customer Experience

  • Customer Journeys

  • Customer Retention

  • Communication

  • Interpersonal Relations

  • Technical Support

  • Relationship Building

  • Project Management

  • Data Analysis

  • Saas (Software as a Service)

  • Salesforce

4. Experience section

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.

To demonstrate how to write an effective Work Experience section for your resume, let's dissect some bullet points from the example above. Managed 4 Customer Service Account Managers and 20+ Customer Service Reps. This is a strong bullet because it shows you can manage teams and leaders. Handled daily customer service calls and all escalated issues. This bullet shows you can resolve issues, answer questions, and deliver exceptional customer service daily. _ Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor_ This is a great bullet! It shows you were recognized with an award and why. If you have several awards, you could put this in an Awards and Achievements section, but one or two high-impact awards fit also wonderfully in a Work Experience section.

Let’s wrap it up!

Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.

Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!

Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our cover letter tips and examples for more advice.

Didn’t get the specific answers you were looking for on this page? Hire a professional resume writer to get the advice you need to land your next job. 

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