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Customer Success Manager résumé example

Customer Success Manager résumé example — mid level, written for United Kingdom, set in the Atlas design
Customer Success Manager résumé example, in the Atlas design

A returner after a year of caring, with the renewal and expansion numbers that carried the book before and after.

Written for United Kingdom, at mid level, in the business field, shown in the Atlas design. Every name, employer, address and number below is invented.

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Eleanor Whitcombe — Customer Success Manager

Bristol

Customer success manager looking after a £9M book of mid-market SaaS accounts, seven years in the discipline either side of a year as a full-time carer. Took gross renewal from 81% to 94% by replacing ad-hoc onboarding with a fixed ninety-day plan.

Experience

Customer Success Manager, Brackenford Software · March 2024 – present

Owns 38 mid-market retail and hospitality accounts worth £9M in annual recurring revenue.

  • Lifted gross renewal from 81% to 94% in two years by replacing ad-hoc onboarding with a fixed ninety-day plan and one named success milestone per account.
  • Grew the book by £1.3M of expansion revenue, 61% of it traced to a usage report that flags accounts nearing their licence ceiling.
  • Defined the seven churn signals now built into the health score; of 16 accounts flagged red in 2025, 12 were saved.
  • Runs the quarterly business review programme for the segment, which 34 of 38 accounts now attend at director level or above.

Full-time carer, Career break · February 2023 – February 2024

Twelve months away from work as the primary carer for a parent recovering from a stroke.

  • Completed the CCXP certification and two SQL courses during the break.

Customer Success Manager, Cheswick Retail Systems · June 2020 – January 2023

  • Carried 52 accounts through a change of pricing model, retaining 49 of them and organising 11 multi-year renewals.
  • Cut average time to first value from 71 days to 34 by pre-building the three reports every new customer asked for.
  • Set up the monthly churn post-mortem with product and support; four of the six causes it surfaced were fixed within two releases.

Account Support Analyst, Dunstan Logistics · September 2018 – May 2020

  • Handled 60 accounts on a shared queue and wrote the escalation matrix that halved the issues reaching the operations director.

Education

  • BSc Business Administration · University of Bath · September 2015 – June 2018

Skills

  • Retention: Onboarding design, Health scoring, Renewal negotiation, Churn analysis, QBR facilitation
  • Growth: Expansion forecasting, Usage reporting, Executive relationships, Reference programmes
  • Systems: Gainsight, Salesforce, SQL, Looker, Zendesk

Certifications

  • Certified Customer Experience Professional (CCXP) — CXPA
  • ITIL 4 Foundation — PeopleCert

Why this Customer Success Manager résumé works

  • The book is sized first, 38 accounts worth £9M of recurring revenue, so gross renewal from 81% to 94% reads against a real portfolio rather than a vague “customer base”.
  • Expansion is traced to a cause: £1.3M grown, “61% of it traced to a usage report” flagging accounts near their licence ceiling, which shows commercial method rather than luck.
  • The year as a full-time carer is its own entry, with CCXP and two SQL courses completed during it, so the CV answers the gap question before an interviewer asks it.
  • Churn work is shown with a hit rate: seven signals defined, and 12 of 16 red accounts saved in 2025, the kind of figure a UK SaaS hiring manager will test in interview.

Customer Success Manager résumé: common questions

What metrics should a customer success manager CV include?

Gross and net retention or renewal rate, expansion revenue, the size of your book in accounts and recurring revenue, and time to first value. Pick the three your next employer reports on and show before and after figures.

How do you explain a career break on a customer success CV?

Add a dated entry titled Career break with a one-line reason, if you are comfortable sharing it, and anything you completed: certifications, courses, volunteering. Then let the results before and after the break carry the page.

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