Customer Success Resume Example (2026 Guide)
Customer Success resume example
A complete sample in the Modern template FitMyRole exports. The person and employers are fictional; the structure, skills and bullet style are what to copy.
Kevin Cho
[email protected] • (555) 019-2815 • Austin, TX • linkedin.com/in/kevincho
Professional Summary
Customer Success Manager with 6 years of experience in B2B SaaS onboarding, retention and expansion, most recently managing mid-market accounts for an HR and payroll platform. Owns a book of 42 accounts worth $4.6M in annual recurring revenue, with 96% gross revenue retention and 112% net revenue retention over the last 12 months. Built the Gainsight health score and QBR format the team now uses to catch churn risk about two quarters before renewal. Works from data in Gainsight and Salesforce, runs every renewal on a written success plan, and partners closely with account executives, support and product.
Skills
- Customer Success Strategy: Retention and churn reduction, expansion and upsell, renewals management, success plans, customer journey mapping, risk playbooks
- Account Management: QBRs and executive business reviews, stakeholder mapping, executive sponsor programs, escalation management, renewal negotiation support
- Onboarding & Adoption: Customer onboarding, implementation plans, product training, adoption campaigns, time to value, data migration
- Customer Metrics: Health score design, NPS and CSAT, gross and net revenue retention, product usage analytics, cohort analysis
- CS Platforms & Tools: Gainsight, ChurnZero, Salesforce, Zendesk, Pendo, Looker, Asana, Slack
Education & Certification
- Coursework focus: Organizational Behavior, Negotiation, Business Analytics and Services Marketing; Mays Business School Honors.
Work Experience
Senior Customer Success ManagerFebruary 2024 – PresentClearharbor HR Software, Austin, TX
- Hold gross revenue retention at 96% and net revenue retention at 112% across a book of 42 mid-market accounts worth $4.6M in ARR, against team targets of 92% and 105%.
- Grew expansion revenue by $510K in 2025 by finding payroll customers without time tracking or benefits modules in usage data and building upgrade cases with account executives.
- Saved 7 of 9 accounts flagged high risk in 2025, worth $680K in ARR, by running 90-day recovery plans with executive sponsors, support and the product team.
- Designed the account health score in Gainsight from product usage, support tickets, NPS and payroll run errors, which now flags churn risk about two quarters before renewal.
- Raised executive attendance at QBRs from about 40% to 75% of meetings by rebuilding the format around each customer’s goals and a usage benchmark against peers.
- Lifted NPS across the book from 31 to 47 by closing the loop with every detractor within five business days and sending the top five themes to product each quarter.
- Mentor three customer success managers on renewal forecasting and wrote the playbook for handing accounts from implementation to customer success.
Customer Success ManagerMay 2022 – January 2024Bluebonnet Scheduling Systems, Austin, TX
- Reduced annual logo churn in a book of 85 SMB clinics from 14% to 9% by launching a 30-60-90 day adoption program and automated health alerts in ChurnZero.
- Renewed $2.1M in ARR in fiscal 2023 at 94% gross retention, forecasting every renewal 120 days out in Salesforce.
- Cut average onboarding time from 45 to 28 days by building a self-serve setup checklist and three recorded training sessions with the enablement team.
- Ran 60+ quarterly business reviews a year, using Looker usage reports to show each clinic its no-show rate before and after online booking.
- Resolved 12 escalations from top accounts with support and engineering, each closed with a written root cause and fix date shared with the customer.
Onboarding SpecialistJune 2020 – April 2022Cedarline Dental Software, San Antonio, TX
- Onboarded 140 dental practices onto practice management software, keeping 92% of go-lives on the date set at kickoff.
- Raised 60-day product adoption from 58% to 74% of licensed users by adding role-based training for front desk, hygienists and billing staff.
- Migrated patient and scheduling data for 35 practices from legacy systems, checking every import with office managers before cutover.
- Reduced onboarding tickets by about a quarter by writing 20 help-center articles and short videos on the most common setup questions.
Want yours to read like this? Upload your resume and a job posting, and FitMyRole rewrites it for that job in this template.
Tailor my resumeWhy This Resume Works
- Retention is the headline: the summary and first bullet give 96% gross and 112% net revenue retention on a $4.6M book, and compare both to the team’s targets.
- It goes well beyond support tickets, showing the strategic side of the job: $510K of expansion, 7 of 9 high-risk accounts saved, and a health score the team now relies on.
- Gainsight and ChurnZero appear as things that were built and used ("Designed the account health score in Gainsight from product usage, support tickets, NPS and payroll run errors"), not as a bare tool list.
- The QBR bullet shows a method and a measure, raising executive attendance from about 40% to 75%, which tells a hiring manager these reviews actually reach decision makers.
- Book sizes move upmarket across three roles (140 practices onboarded, 85 SMB clinics, 42 mid-market accounts), which makes the senior title believable.
Common Resume Mistakes
- Focusing only on support tickets; emphasize retention, expansion, and strategy.
- No metrics; add retention rate, NPS, or expansion revenue.
- Missing CS platform keywords (Gainsight, ChurnZero, etc.).
Keywords Recruiters Look For
- Retention
- Churn
- Expansion
- QBR
- Onboarding
- NPS
- Health score
- Customer success
- Gainsight
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