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Since CS is still an emerging specialty, little distinguishes a Customer Success Manager (CSM) from a Customer Success Operations Manager (CS Ops) Manager. Nonetheless, a CSM's primary role is to guide customers through the sales process focusing on value proposition. Customers contact the CSM when they have issues with a product. Consequently, the CSM must have a thorough understanding of the consumer's needs and share this with the product, sales, and marketing teams.
This is generally a senior role, so hiring managers focus on experience and achievements. Demonstrate your expertise in working with customers and any notable achievements.
Top CSMs teach customers how to use a company's products to achieve both short- and long-term goals. Not all products are used similarly, and customer usage depends on their unique needs. Identify your customers’ bigger goals and share with them ideas on how your products can help them achieve those goals.
CSMs work with many clients simultaneously. Knowing how to handle several projects at once is a desired qualification. Customers don't know each other, so missing a deadline because you were on another project won't really hold with them. Staying on top of your deadlines is non-negotiable.
We spoke with hiring managers at leading companies like HubSpot, Salesforce, and Zendesk to understand what they look for in Customer Success Manager resumes. Based on their insights and our analysis of successful resumes, we've compiled the following tips to help you create a strong resume that will capture the attention of employers and land you an interview.
Hiring managers want to see that you have a track record of successfully managing customer relationships and driving customer success. Use specific examples to showcase your ability to build strong relationships with customers:
Avoid using vague statements that don't provide any context or results:
A resume summary for a Customer Success Manager position is an optional section that sits at the top of your resume. It provides a brief overview of your professional background, key skills, and career goals relevant to the role you're applying for. While a summary isn't strictly necessary, it can be a useful way to provide additional context about your experience and highlight your most relevant qualifications.
However, it's important to note that you should never use an objective statement in place of a summary. Objective statements are outdated and focus on what you want from the employer, rather than what value you can bring to the role. Instead, use your summary to showcase your strengths and explain why you're a great fit for the Customer Success Manager position.
The work experience section is the heart of your resume as a customer success manager. It's where you show the impact you've had in previous roles, and demonstrate your ability to drive customer satisfaction, retention, and growth. Use this section to highlight your most relevant and impressive achievements, and to show how you've progressed in your career.
Start each bullet point with a strong action verb that demonstrates your customer success skills and mindset. Some examples:
Avoid weak or vague verbs like:
Your education section is a key part of your customer success manager resume. It shows hiring managers that you have the knowledge and training to excel in the role. Here are some tips to make your education section stand out.
The skills section of your resume is a critical component that highlights your abilities and qualifications to potential employers. As a customer success manager, it's essential to showcase a diverse set of skills that demonstrate your ability to manage client relationships, communicate effectively, and drive business growth. In this section, we'll guide you through the process of crafting a compelling skills section that will catch the attention of hiring managers and help you land your dream job.
Here are examples of popular skills from Customer Success Manager job descriptions that you can include on your resume.
This word cloud highlights the important keywords that appear on Customer Success Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.
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