Customer Success Manager CV Example & Writing Guide
Customer success manager CVs live on retention and expansion metrics. NRR (Net Revenue Retention), GRR (Gross Revenue Retention), churn rate, expansion ARR, and NPS scores are the signals that hiring managers look for. Without these numbers, CSM CVs look like account management CVs. ATS systems filter for specific metrics and tools: Salesforce, Gainsight, ChurnZero, HubSpot, Zendesk, and SaaS-specific terms like "onboarding," "QBR," "health score," "renewal." The best CSM CVs show a portfolio approach — book of business size, number of accounts, and the revenue you've retained and grown.
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Customer Success Manager CV Example — Sample
Alex Johnson
Senior Customer Success Manager
alex.johnson@email.com · London, UK · linkedin.com/in/alexjohnson
Professional Summary
Customer success manager with 5 years in B2B SaaS. Managed a book of business of €4.2M ARR across 35 mid-market accounts. Maintained 118% NRR over 2 consecutive years through proactive health monitoring, executive QBRs, and expansion plays. Gainsight and Salesforce certified.
Experience
Senior Customer Success Manager
Datavera (Analytics SaaS)
- —Manage portfolio of 35 mid-market accounts (€4.2M ARR); achieved 118% NRR in both FY2022 and FY2023
- —Reduced 90-day churn risk from 22% to 9% through proactive health score monitoring in Gainsight and early intervention
- —Generated €680K in expansion ARR in FY2023 through structured QBRs and product adoption campaigns
Customer Success Manager
Routemaster (Logistics SaaS)
- —Onboarded 40+ new customers in first year; achieved 94% 12-month retention on managed book
- —Ran weekly product training and enablement sessions for 15 accounts, averaging 82% feature adoption rate
- —Identified 3 at-risk accounts with combined €240K ARR; executed save plays retaining all 3
Skills
Gainsight, Salesforce, ChurnZero, HubSpot, NRR/GRR tracking, health scoring, QBRs, onboarding, renewal management, expansion plays, executive engagement, Zendesk
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How to write a Customer Success Manager CV Example: 6 key tips
- 1
Include NRR, GRR, churn rate, and expansion ARR — these are the primary CSM metrics
- 2
State your book of business size: total ARR and number of accounts
- 3
List CS tools explicitly: Gainsight, ChurnZero, Salesforce, Totango — ATS filters for these
- 4
Show both retention (saving at-risk accounts) and growth (expansion ARR) capability
- 5
Mention QBR experience and the seniority of stakeholders you've engaged
- 6
Demonstrate product expertise — depth of product knowledge is a key CSM differentiator
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