senior customer success manager resume example with 9+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary
Exceptional leader and client advocate who regularly exceeds goals; specializing in successful software implementation and customer retention, with a passion for building and maintaining client relationships, and coaching teams.
Core Strengths
  • Guiding teams to success
  • Process builder
  • Conflict resolution expert
  • Adapting management style to different personalities
  • Create & exceed KPIs
  • Retention & renewals
  • Product training for non-technical audiences
  • ROI presentation
  • Strong interdepartmental communication
  • Project management
  • B2B Enterprise experience
Work Experience
Enterprise Account Director, 06/2019 - 03/2020
Cision Albuquerque, NM,
  • Manage a portfolio of 5 enterprise clients, totaling $1.2M ARR
  • Collect benchmark and KPI data, analyze trends, and develop strategies based on metrics to help clients achieve goals
  • Craft client success plans and use story telling strategies for maximum influence
  • Conduct impactful quarterly business reviews with c-level executives
  • Proactively anticipate client needs with research and interviews in order to identify potential upsell opportunities and risk management
  • Maintain and grow MRR through ROI and product recommendations
  • Oversee implementations projects, managing technical and service staff for optimal success
  • Create relationships with multiple contacts for churn prevention
  • Regularly train clients on complex technical products
  • Managed junior staff on select accounts
  • Study industry trends and best practices for weekly communication preparation
  • Manage support escalations
Adoption and Engagement CSM Team Lead , 01/2017 - 06/2019
Finger Paint Marketing Saratoga Springs, NY,
  • Build and implement the user adoption and engagement program
  • Architect team KPIs focused on adoption, retention, customer satisfaction, and expansion
  • Hire and train CSMs
  • Work across multiple teams to create and streamline repeatable CSM processes and ensure client satisfaction
  • Collaborate with sales and marketing to create compelling case studies
  • Implement annual survey program capturing client experience and product feedback
  • Drive product usage and adoption through weekly communication with C-level executives
  • Craft accessible training documentation and best practices
  • Uphold adoption and retention rate, keeping churn at a minimum
  • Strategize with client stakeholders for monthly, quarterly, and annual goals
  • Regularly identify and close new business opportunities
  • Supervise team of consultants to provide clients with the correct technical resource and ensure SLAs
  • Regularly deliver creative ideas to clients and internal teams on strategies to tailor the product to the appropriate user
  • Meet and exceed renewal goals with increased revenue
  • Communicate customer feedback to development team to influence future product releases
  • Coach team on presenting in-person client solution alignment workshops and QBRs
  • Transition clients out of implementation and into professional services
Account Executive, 08/2016 - 12/2016
Check Point Software Technologies Canada, KY,
  • Established relationships with clients to build and expand an account portfolio to reach and surpass sales goals 
  • Managed the sales cycle, from prospecting and qualifying, to closing deals 
  • Ramped within one month of transition from Customer Success Manager to Account Executive to exceed goals Q42016, and surpass the 110% benchmark September 2016, October 2016, and December 2016
Customer Success Manager, 05/2015 - 07/2016
Hargray Communications Richmond Hill, GA,
  • Attained monthly renewal and upsell goals 
  • Transitioned clients out of training and into successful adoption 
  • Conducted business reviews with C-level executives
  • Demonstrated new products and modules to install base
  • Negotiated contract renewals
  • Exceeded retention goals by executing save plans for at-risk clients 
  • Conducted best practice training sessions for client ROI
  • Strategized health indexes utilizing marketing campaigns 
Marketing Coordinator, 01/2012 - 07/2013
Gallagher Bassett Nz Ltd Phoenix, AZ,
  • Designed PowerPoint presentations
  • Authored and designed RFQs and RFPs
  • Edited proposals for grammar and syntax using AP Style
  • Maintained data entry for CRM software
  • Updated twitter and facebook accounts
  • Trained and managed other marketing coordinators
  • Planned and hosted all marketing events
  • Submitted award applications 
  • Participated in setting annual marketing goals and budget
  • Interviewed project managers and supervisors to collect necessary information for proposals
  • Prepared the project team for interviews
Business Development Specialist, 01/2009 - 01/2012
Building Solutions, Inc. City, STATE,
  • Created quality responses to RFPs (involving capture planning, experience sheets, past performance surveys/CCASS, safety forms, and management plans)
  • Represented the company at trade show events
  • Designed and produced marketing materials
  • Presented company to various government agencies 
  • Screened procurement websites ​for qualified projects
  • Arranged travel 
  • Submitted company qualification applications to government agencies
Educational Background
Bachelor of Arts: Journalism Public Relations, Expected in 2006
University of Nevada - Reno, NV
Status -

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Resume Overview

School Attended

  • University of Nevada

Job Titles Held:

  • Enterprise Account Director
  • Adoption and Engagement CSM Team Lead
  • Account Executive
  • Customer Success Manager
  • Marketing Coordinator
  • Business Development Specialist


  • Bachelor of Arts

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