Customer Success Manager Resume Example

Skyler Nguyen
skyler.nguyen@email.com | (415) 555-0374 | linkedin.com/in/skylernguyen

SUMMARY
Customer Success Manager with 6 years managing enterprise and mid-market SaaS accounts. Reduced churn from 14% to 7% in 18 months; drove $1.4M in expansion revenue in 2023.

EXPERIENCE

Senior Customer Success Manager — CloudPlatform, San Francisco, CA | Apr 2020 – Present
• Managed portfolio of 45 accounts ($8M ARR); reduced logo churn from 14% to 7% over 18 months
• Generated $1.4M in expansion revenue (upsell + cross-sell) in 2023, exceeding $900K target by 56%
• Improved NPS from +22 to +51 through quarterly business reviews and proactive health monitoring (Gainsight)
• Built and delivered onboarding program for enterprise tier; reduced time-to-first-value from 45 to 21 days

Customer Success Manager — StartupSaaS, Remote | Jan 2018 – Mar 2020
• Owned 60-account SMB portfolio; maintained 92% renewal rate
• Identified 8 at-risk accounts early via usage data analysis; 6 renewed after targeted intervention
• Created help center documentation (40+ articles) that reduced support ticket volume by 25%

EDUCATION
B.A. Psychology — UC Santa Barbara | 2017

SKILLS
Platforms: Salesforce, Gainsight, Intercom, Zendesk, Pendo | Analysis: SQL (basic), Excel, Looker | Methodology: JTBD, EBR/QBR facilitation, health scoring | Soft: Executive communication, negotiation, training