Customer Success Manager Resume - Jennifer Wu

Professional resume for Enterprise CSM with SaaS retention expertise.

Jennifer Wu

+1 (555) 234-5678 jennifer.wu@email.com 6years Birth Date: 1992-04-12 female

Job Intention

Desired Position Customer Success Manager (Enterprise)
Expected Salary $120,000 - $150,000
City Boston, MA

Self Evaluation

Results-driven CSM with 6 years of experience managing enterprise SaaS accounts generating $20M+ ARR. Expert in relationship building, adoption strategy, and renewal management. Achieved 98% gross retention and 120% net revenue retention across portfolio of 30 enterprise accounts. Skilled at identifying expansion opportunities and driving product adoption.

Work Experience

Enterprise SaaS Provider
2021-07
Department: Customer Success
Senior Customer Success Manager
Manage strategic relationships with 25 Fortune 1000 customers representing $15M ARR. Conduct executive business reviews aligning platform value to business outcomes. Drive product adoption achieving 85% DAU/MAU ratio. Identify upsell opportunities generating $3M expansion revenue annually. Maintain 100% renewal rate for 2 consecutive years.
B2B Technology Company
2018-08 - 2021-06
Department: Customer Success
Customer Success Manager
Owned post-sales customer lifecycle for mid-market segment (50 accounts). Developed onboarding programs reducing time-to-value by 40%. Created success plans driving feature adoption and best practices. Achieved 95% renewal rate and 115% NRR through expansion selling.
Software Vendor
2016-09 - 2018-07
Department: Professional Services
Implementation Specialist
Onboarded new customers configuring platform to business requirements. Delivered administrator and end-user training sessions. Documented use cases and success metrics. Transitioned customers to CSM upon go-live.

Project Experience

Enterprise Retention Improvement Initiative
2023-02 - 2023-09
CSM Lead

Designed and implemented at-risk customer recovery program for enterprise segment.

Responsibility Churn analysis, intervention playbook, executive alignment, success planning, outcome tracking.
Achievement Improved renewal rate from 88% to 98%. Reduced churn by 75%.
Enterprise Account Growth Campaign
2022-05 - 2022-11
Senior CSM

Launched systematic account expansion campaign targeting top 50 enterprise customers.

Responsibility Account mapping, opportunity identification, QBR delivery, cross-sell coordination, deal support.
Achievement Generated $5M in expansion revenue. Achieved 130% NRR across portfolio.

Education

Boston University
2012-09 - 2016-05
Bachelor of Science , Business Administration
GPA: 3.6/4.0.

Skills

Enterprise Account Management Customer Onboarding & Adoption Renewal & Retention Strategy Executive Relationship Building Data Analysis & Health Scoring SaaS Platforms (Gainsight, ChurnZero)

Certificates

2023-06
Customer success certification
2022-09
Account management certification

Highlights

  • ATS-friendly layout to pass screening
  • Polished design that stands out
  • Fully editable content with AI writing help
  • One-click PDF export, ready to apply
  • Shareable link for online applications

Template Info

RegionUS
Categorysales
Export formatPDF / Link
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