# Customer success manager CV example and résumé tips

> A customer success manager CV example built on retention, renewals and expansion revenue, plus the skills, keywords and interview questions for CSM roles.

Updated 2026-10-07 by Litjob. Web version: https://getlitjob.com/cv-examples/customer-success-manager

Customer success managers are measured on whether customers stay and grow. This example shows a CSM whose bullets read like a renewal report: portfolio size, retention, expansion and the playbooks behind them.

## Sample CV

The person and companies below are fictional.

### Thandiwe Dlamini, Customer Success Manager

Customer success manager with 5 years in B2B SaaS, managing portfolios of up to 60 accounts. I turn onboarding and regular check-ins into high retention and steady expansion.

#### Experience

**Customer Success Manager, Rostr HR Software** (Cape Town (remote, EMEA customers)), 2023 to present

- Manage 55 mid-market accounts worth $2.1M in annual recurring revenue, with 96% gross revenue retention.
- Generated $280,000 in expansion revenue in 2025 by spotting upsell opportunities during quarterly business reviews.
- Built a health-score dashboard with the data team that flags at-risk accounts 60 days before renewal.

**Onboarding Specialist, Stocklane** (Cape Town), 2021 to 2023

- Onboarded 150 new customers, cutting average time to first value from 30 days to 12.
- Created video guides and a template library that reduced onboarding support tickets by 40%.

#### Education

- B.Com. Business Management, University of Cape Town (2020)

#### Skills

- Customer success: Onboarding, Renewals, Expansion, QBRs, Churn prevention, Health scoring
- Tools: Gainsight, HubSpot, Salesforce, Intercom, Excel

## Customer success manager summary examples

**Moving from support:** Customer support specialist with 3 years in SaaS, moving into customer success. Managed onboarding for 40 small business customers and helped retain 5 accounts that had asked to cancel.

**Senior or enterprise:** Senior customer success manager with 8 years managing enterprise accounts worth up to $1M each. Consistently above 110% net revenue retention and mentor 3 CSMs.

## Skills for a customer success manager CV

- Hard skills: Onboarding and adoption planning, Renewal and churn management, Expansion and upselling, Quarterly business reviews (QBRs), Customer health scoring, CRM and CS platforms (Gainsight, HubSpot, Salesforce), Basic data analysis in Excel or Sheets
- Soft skills: Relationship building, Proactive communication, Empathy with commercial judgement, Handling difficult conversations (show these through your bullet points)

## Keywords recruiters and ATS look for

customer success, customer success manager, retention, churn, renewals, net revenue retention, expansion, onboarding, account management, QBR, customer health, SaaS

Compare your CV with a specific job ad using the free CV keyword checker: https://getlitjob.com/cv-keyword-checker

## Bullet points: before and after

- Weak: Managed customer accounts.
  Stronger: Managed 40 accounts worth $1.5M ARR with 95% gross retention.
- Weak: Helped customers use the product.
  Stronger: Ran adoption workshops that raised weekly active users in my accounts by 30%.
- Weak: Handled renewals.
  Stronger: Renewed 100% of accounts due in 2025, including 3 that had signalled they would leave.
- Weak: Found upsell opportunities.
  Stronger: Identified expansion needs in QBRs, generating $150,000 in new annual revenue.

## Tips for customer success manager CVs

### Lead with retention and revenue

Book of business, gross and net revenue retention, and expansion revenue are the core CSM metrics. Show them first.

### Show you are proactive

Health scores, early warning systems and playbooks show you prevent churn rather than react to it.

### Clarify your segment

Small business, mid-market and enterprise CSM roles are different jobs. Say which you have done.

### Mention the tools

Gainsight, ChurnZero, HubSpot and Salesforce appear in many job ads and are searched by recruiters.

## Customer success manager interview questions

### A key account says they will not renew. What do you do?

Find the real reason, involve the right people, propose a recovery plan and agree next steps.

### How do you prioritise a large book of accounts?

Talk about segmenting by value and risk, and a regular rhythm for each segment.

### How is customer success different from account management?

Customer success focuses on the customer reaching their goals; revenue follows from that.

### Tell me about a customer you turned around.

Use numbers: where they started, what you did, and the renewal or expansion that followed.