Sample resume · fictional candidate
Customer Success Manager Resume Example
A sample resume for an enterprise customer success manager in SaaS with six years of experience. It is built around a book of business: how many accounts, how much recurring revenue, and what happened to it at renewal.
The sample, with notes
Meera Pillai
Customer Success Manager, Enterprise SaaS
Chennai, India · meera.pillai@example.com · linkedin.com/in/your-profile
Summary
Customer success manager with 6 years in B2B SaaS. Manages 18 enterprise accounts worth about ₹14 crore ARR across India and Southeast Asia, with 94% gross and 109% net revenue retention last fiscal year. Runs onboarding, quarterly business reviews and renewal plans with sales.
Book of business
- Accounts: 18 enterprise accounts (40 mid-market accounts in the previous role)
- ARR managed: About ₹14 crore
- Retention, FY 2025–26: 94% gross revenue retention · 109% net revenue retention
- Forecast: Renewal forecast within 5% for four straight quarters
Experience
Customer Success Manager, Enterprise
May 2023 – PresentHR and payroll SaaS company · Chennai
- Own renewals and expansion for 18 enterprise accounts; renewed 16 of the 17 contracts due in FY 2025–26 and added new modules at 6 accounts.
- Rebuilt onboarding into a 60-day plan with fixed milestones; median time to first payroll run for new customers fell from 75 to 48 days.
- Run quarterly business reviews with HR and finance leaders, using product usage data to agree next-quarter goals.
- Built a health score in Gainsight from logins, support tickets and payroll runs; it flagged 4 at-risk accounts early enough for save plans, and 3 of them renewed.
- Wrote 12 help-centre articles from repeated support questions; tickets on those topics dropped by about a third.
Customer Success Manager, Mid-Market
Jun 2020 – Apr 2023Marketing automation SaaS · Bengaluru
- Managed 40 mid-market accounts worth about ₹4 crore ARR; 91% gross retention in my last full year.
- Replaced one-to-one onboarding calls with group webinars for new customers, freeing about 6 hours a week.
Customer Support Specialist
Jul 2019 – May 2020Same company · Bengaluru
- Handled 40–50 tickets a day at a 4.6/5 satisfaction score; moved into CS after building the team’s first FAQ library.
Skills
- Tools: Gainsight, Salesforce, Zendesk, Intercom, Google Sheets, basic SQL
- Practice: Onboarding design, business reviews, renewal forecasting, churn-risk analysis
- Languages: English, Tamil, Hindi
Education
- B.Com · 2019
Where the numbers in a resume like this come from
The figures above are made up, but each is a kind of number you can look up. Before you put one on your resume, find it in one of these places. If you cannot, describe the scope instead.
| Number | Where to find it |
|---|---|
| Gross and net revenue retention | Finance or RevOps renewal reports for your book. Note the definition used. |
| Renewals and churn | Renewal opportunities in the CRM. |
| Time to value | The onboarding tracker or product data (date of the first key action). |
| Ticket reduction | Help-desk reports by tag, before and after. |
Adapting this example
- Large books (200+ accounts): show scaled programmes such as webinars, email journeys and automated health alerts.
- Moving from support or account management: lead with renewal and adoption work you already influenced.
- If your company did not track net retention per CSM, use renewal counts, expansion deals and adoption instead.
- Keep customer names off unless they are public references.