Example resume. All names, companies, and achievements are fictional and for illustration only. Use this as inspiration for structure and wording, then customise with your own experience.
Customer Success Manager — Mid-Level Example
Customer Success Manager — San Diego, CA
Natalie Cooper
Customer Success Manager
Customer success manager with 4 years of experience managing a $5M ARR portfolio of 45 mid-market and enterprise SaaS accounts. Achieved 115% net revenue retention through strategic upsells and proactive churn prevention. Skilled in QBR facilitation, health scoring, onboarding optimization, and cross-functional collaboration with product and sales teams.
Experience
Senior Customer Success Manager
Jun 2022 — PresentLuminary SaaS — San Diego, CA
- •Manage a portfolio of 45 mid-market and enterprise accounts totaling $5M ARR, serving as the primary strategic advisor to VP and C-level stakeholders
- •Achieved 115% net revenue retention (NRR) in 2024 through strategic upsells and expansion, contributing $750K in incremental ARR
- •Reduced churn rate from 12% to 6% by implementing a predictive health scoring model and proactive outreach playbook for at-risk accounts
- •Designed and launched a new customer onboarding program (30/60/90-day milestones) that reduced time-to-value from 45 days to 21 days
Customer Success Associate
Aug 2020 — May 2022Luminary SaaS — San Diego, CA
- •Managed 60+ SMB accounts ($2M ARR combined), maintaining 95% renewal rate through regular check-ins, product training, and QBR presentations
- •Identified expansion opportunities worth $300K by analyzing product usage data and mapping to customer business objectives
- •Created a library of 15 customer-facing training videos and help articles, reducing support ticket volume for managed accounts by 25%
Education
B.A. Communications, Minor in Business
University of California, San Diego
Skills
Certifications
- ✓Gainsight NXT Certified Administrator
- ✓Certified Customer Success Manager (SuccessHACKER)
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