# Customer Success Manager résumé example

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

![Customer Success Manager résumé example — mid level, written for United Kingdom, set in the Atlas design](https://cvaurum.com/img/examples/customer-success-manager.webp)

- Field: Business
- Career stage: Mid level
- Written for: United Kingdom
- Design: Atlas (https://cvaurum.com/templates/atlas)
- Open it: https://cvaurum.com/examples/customer-success-manager

Every name, employer, address, phone number and figure below is invented.

---

## Eleanor Whitcombe — Customer Success Manager

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