CV example

Customer Success Manager CV Example

Customer success manager CV example for UK SaaS roles, with a profile, retention and expansion results, onboarding skills and the tools CSMs use.

Illustrative example written with AI. The person is fictional, and employer names are used for realism only.

  • Customer Service
  • Mid level
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Roles3
Skills18
Years of experience6
Qualifications2
Same content, four looks.

Kieran Walsh

Customer Success Manager

Profile

Customer Success Manager with six years' experience in customer-facing roles, the last three managing a portfolio of 45 mid-market SaaS accounts worth £2.1 million in annual recurring revenue. Drives adoption through structured onboarding, regular business reviews and health scoring, and works closely with sales and product to turn feedback into change. Commercially aware, data-led and calm in difficult renewal conversations.

Experience

Customer Success ManagerSep 2023 – Present
Ledgerline Software, Belfast

Own retention and growth for 45 mid-market customers of a finance automation platform, with a book of £2.1 million ARR.

  • Held gross revenue retention at 94% and net revenue retention at 112% across the portfolio in 2025
  • Grew the book by £240,000 by finding expansion opportunities and closing them with account executives
  • Built a customer health score in Gainsight from product usage, support tickets and NPS, giving around 60 days of warning on at-risk accounts
  • Saved 6 at-risk renewals worth £310,000 with recovery plans agreed with each customer's sponsor
  • Run quarterly business reviews for the top 15 accounts, showing return on investment and agreeing the next goals
  • Shared themes from customer feedback with the product team, leading to 3 features being added to the roadmap
  • Lead renewal negotiations for contracts of up to £150,000 a year, working with finance on pricing and terms
Onboarding SpecialistMar 2022 – Aug 2023
Ledgerline Software, Belfast

Onboarded new customers onto the platform, from kick-off call to go-live.

  • Led onboarding for around 60 new customers, cutting average time to go-live from 52 to 34 days
  • Created 25 help centre articles and videos, reducing onboarding support tickets by 30%
  • Ran training webinars for groups of up to 80 users
  • Wrote the onboarding playbook now used by the whole team
Customer Support AdvisorJul 2020 – Feb 2022
Lagan Telecom Services, Belfast

Technical and account support for business broadband customers.

  • Resolved around 45 tickets a day by phone, email and chat, with a customer satisfaction score of 93%
  • Moved into a second-line role after 12 months, handling escalated cases

Skills

  • Portfolio Management
  • Renewals and Retention
  • Expansion and Upsell
  • Customer Onboarding
  • Health Scoring
  • Quarterly Business Reviews
  • Churn Risk Management
  • Gainsight
  • Salesforce
  • HubSpot
  • Product Feedback Loops
  • Stakeholder Management
  • Data Analysis (Excel, Looker)
  • Training and Webinars
  • Negotiation
  • SaaS Metrics (ARR, NRR, GRR)
  • Renewal Negotiation
  • Playbook Design

Education

BSc (Hons) Business Information Technology: 2:1Ulster University (2016–2020)
A Levels: Business Studies (A), Digital Technology (B), Geography (B)Belmont Grammar School, Belfast (2014–2016)

Certifications

  • Certified Customer Success Manager (CCSM Level 2)
  • Gainsight Administrator Certification
  • HubSpot Inbound Certification
  • Salesforce Certified Associate
TipsCV

How to adapt this customer success manager CV

  • Open with a three or four line profile that names the job you want and your strongest results.
  • Turn duties into achievements: start each bullet with an action and end it with a result, such as time saved, money made or targets beaten.
  • Match your skills to each advert. This example leads with Portfolio Management, Renewals and Retention and Expansion and Upsell; keep the ones that are true for you, in the employer's own words.
  • Keep it to two pages, most recent job first, and give the most space to your last two or three roles.

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