Customer Success Specialist Resume Sample

Riley Johnson

riley@johnson.csm

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(503) 222-3333

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linkedin.com/in/riley-johnson-csm

Customer Success Specialist

Customer-focused Success Specialist with 1.5 years supporting SaaS customer onboarding and adoption. Maintained 95% customer satisfaction score across 60-account portfolio. Reduced time-to-value by 25% through improved onboarding processes. Skilled in product training, relationship building, and proactive support.

WORK EXPERIENCE

Customer Success Specialist

Jun 2023 – Present

CloudApp SaaS

Customer Onboarding & Training: Onboarded 100+ new customers through product training sessions and setup assistance, reducing time-to-first-value from 30 to 22 days and achieving 95% onboarding completion rate
Account Management & Support: Managed portfolio of 60 SMB accounts with combined ARR of $180K, maintaining 95% customer satisfaction score and 92% retention rate through proactive outreach and quarterly business reviews
Product Adoption & Enablement: Created 15 help articles, video tutorials, and best practice guides that increased feature adoption by 30% and reduced support ticket volume by 22%

Customer Support Representative

Jan 2022 – May 2023

TechSupport Inc

Technical Support & Issue Resolution: Resolved 800+ customer inquiries via email, chat, and phone with 4.8/5.0 customer satisfaction rating and 2-hour average first response time
Customer Feedback & Product Insights: Identified and escalated 30+ product improvement opportunities to Product team based on customer feedback, resulting in 5 feature enhancements
Documentation & Knowledge Base: Contributed 25 articles to internal knowledge base, reducing repeat questions by 18% and improving team efficiency

SKILLS & COMPETENCIES

CERTIFICATIONS

Gainsight CS Fundamentals

Sep 2023

Gainsight

Salesforce Administrator

Jul 2023

Salesforce

EDUCATION

Bachelor of Arts in Communications

2018-2022

University of Oregon

Eugene, Oregon

Business Communication
Psychology

Tools to build your Customer Success Specialist resume

Copy and adapt these proven examples to create a resume that stands out.

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Resume Headlines

Use these attention-grabbing headlines to make a strong first impression.

Customer Success Specialist | 60 Accounts | 95% CSAT | 92% Retention

CS Specialist | Customer Onboarding | 100+ Customers Trained | 25% Faster Time-to-Value

Customer Success Specialist | Product Adoption | 30% Feature Usage Increase

CS Specialist | Account Management | $180K ARR Portfolio | Proactive Support

Customer Success Specialist | Training & Enablement | 95% Onboarding Completion

CS Specialist | Customer Satisfaction | 15 Help Articles Created | 22% Ticket Reduction

💡 Tip: Choose a headline that reflects your unique value proposition and matches the job requirements.

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Power Bullet Points

Adapt these achievement-focused bullets to showcase your impact.

Customer Onboarding & Training

• Onboarded 100+ new customers through product training sessions and setup assistance reducing time-to-first-value from 30 to 22 days achieving 95% onboarding completion rate

• Conducted weekly product training webinars and 1:1 sessions educating customers on features and best practices

• Developed onboarding playbook and checklist standardizing customer setup process and improving consistency

• Created personalized onboarding plans for different customer segments ensuring relevant training and faster adoption

Account Management & Support

• Managed portfolio of 60 SMB accounts with combined ARR of $180K maintaining 95% customer satisfaction score and 92% retention rate

• Conducted proactive outreach and quarterly business reviews identifying customer goals and success metrics

• Monitored account health scores identifying at-risk customers and implementing intervention strategies reducing churn by 15%

• Maintained regular check-in cadence (weekly for new customers, monthly for established) building strong relationships

Product Adoption & Enablement

• Created 15 help articles, video tutorials, and best practice guides increasing feature adoption by 30% and reducing support tickets by 22%

• Developed customer enablement resources (quick-start guides, FAQs, video library) improving self-service success

• Tracked product usage metrics identifying underutilized features and proactively educating customers driving deeper engagement

• Collaborated with Product team sharing customer feedback and feature requests influencing product roadmap

Customer Support & Issue Resolution

• Resolved 800+ customer inquiries via email, chat, and phone with 4.8/5.0 satisfaction rating and 2-hour first response time

• Escalated complex technical issues to Engineering while maintaining customer communication and managing expectations

• Identified and documented 30+ product improvement opportunities based on customer feedback resulting in 5 feature enhancements

• Contributed 25 articles to knowledge base reducing repeat questions by 18% and improving team efficiency

💡 Tip: Replace generic terms with specific metrics, technologies, and outcomes from your experience.

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Resume Writing Tips for Customer Success Specialists

Emphasize Onboarding Excellence

CS Specialists own onboarding. Highlight: customers onboarded (100+), completion rate (95%), time-to-value reduction (25%). Show you help customers succeed from day one.

Quantify Customer Satisfaction

Include: CSAT score (95%), retention rate (92%), satisfaction rating (4.8/5.0). Customer success is measurable—prove you keep customers happy.

Show Product Expertise and Enablement

Demonstrate product knowledge: help articles created (15), training sessions (100+), feature adoption increase (30%). Show you're a product expert who educates customers.

Highlight Proactive Support

Include: check-in cadence (weekly/monthly), health score monitoring, at-risk identification, proactive outreach. CS is proactive—not reactive support.

Balance Support with Account Management

List 10-12 skills covering onboarding, training, account management, support, tools (Gainsight, Zendesk), and soft skills (empathy, communication). Show full CS spectrum.

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Essential Skills & Keywords

Include these skills to optimize your resume for ATS systems and recruiter searches.

Customer Onboarding

Customer Onboarding Product Training Implementation Support Time-to-Value Optimization Onboarding Program Development

Account Management

Account Management Customer Relationship Building Proactive Outreach Health Score Monitoring Customer Check-ins Portfolio Management

Product Adoption

Product Adoption & Enablement Feature Education Usage Analytics Customer Enablement Best Practices Sharing

Customer Support

Technical Support Issue Resolution Troubleshooting Escalation Management Customer Advocacy

Tools & Platforms

Gainsight / ChurnZero Salesforce CRM Zendesk / Intercom Product Analytics Help Desk Software

Communication & Soft Skills

Communication Active Listening Empathy Problem Solving Time Management Cross-Functional Collaboration

💡 Tip: Naturally integrate 8-12 of these keywords throughout your resume, especially in your summary and experience sections.

Why this resume works

Role-Specific Strengths

High-touch customer support: Shows hands-on work: managed 60-account portfolio, conducted 100+ onboarding sessions, maintained 95% CSAT
Product adoption focus: Demonstrates value delivery: reduced time-to-value 25%, improved feature adoption, created training materials
Proactive communication: Emphasizes relationship building: weekly check-ins, proactive outreach, created customer resources
Cross-functional collaboration: Shows teamwork: partnered with Support, Product, Sales on customer feedback and escalations

✓ ATS-Friendly Elements

Entry-level keywords: "customer onboarding," "product training," "customer support," "account management," "CSAT"
Support-focused action verbs: Supported, Onboarded, Trained, Managed, Assisted
Common CS tools: Zendesk, Intercom, Gainsight, SFDC, product analytics
Appropriate metrics: accounts managed, CSAT score, onboarding sessions, retention rate
Clear progression: Support → CS Specialist or recent graduate entry
Standard format with customer-facing experience or recent education

✓ Human-Readable Design

Summary emphasizes customer support and onboarding, not strategic account management
Metrics scaled to specialist level: 60 accounts, 95% CSAT, 100 onboarding sessions
Experience shows CS support role focused on adoption and satisfaction
Skills focused on product training and support, not upselling or renewal strategy
Recent degree or customer service background signals entry-level CS
Shows commitment to customer success fundamentals

💡 Key Takeaways

CS Specialist resumes should emphasize onboarding excellence and customer satisfaction
Quantify your work: accounts managed, CSAT score, onboarding sessions conducted, time-to-value
Show product expertise: training sessions delivered, help content created, feature adoption improved
Highlight proactive support: check-in cadence, at-risk customer identification, health score monitoring
Focus on customer outcomes: satisfaction scores, adoption rates, support ticket reduction
Entry CS certifications or customer service excellence awards add credibility

📈 Career Progression in Customer Success

See how Customer Success roles evolve from tactical support to strategic account management and CS leadership.

🎧 CS Specialist (Current) 🤝 CSM → 📈 Director of CS →

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