Director of Customer Success Resume Example

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Director of Customer Success Resume Sample

Samantha Rodriguez
samantha@rodriguez.cs
•
(415) 888-9999
•
linkedin.com/in/samantha-rodriguez-director-cs
Director of Customer Success
Director of Customer Success with 12+ years building world-class CS organizations for high-growth SaaS companies. Led CS teams of 15+ managing $35M+ in ARR with 95% gross retention and 125% net retention. Scaled CS function from 3 to 18 people during company growth from Series B to D. Expert in CS strategy, team development, and driving revenue through customer expansion.
WORK EXPERIENCE
Director of Customer Success
Jan 2020 – Present
Enterprise SaaS Corp
  • CS Team Leadership & Strategy: Built and led Customer Success team of 15 CSMs and 3 specialists managing $35M in ARR across 400+ enterprise and mid-market accounts, achieving 95% gross retention and 125% net retention
  • Retention & Expansion Revenue: Reduced annual churn from 18% to 5% through proactive health monitoring and at-risk playbooks, while driving $4.2M in expansion revenue through upsells, cross-sells, and multi-year renewals
  • CS Operations & Scalability: Implemented Gainsight CS platform and built health score model combining product usage, engagement, and satisfaction data, enabling predictive churn identification and improving renewal forecast accuracy to 96%
Senior Manager, Customer Success
Mar 2017 – Dec 2019
Growth SaaS Inc
  • Team Management & Development: Managed team of 8 CSMs supporting $18M ARR portfolio, achieving 92% retention and 115% net retention while promoting 3 team members to senior CSM roles
  • Customer Segmentation & Playbooks: Developed customer segmentation strategy (Enterprise, Mid-Market, SMB) and created success playbooks for each tier, improving CSM efficiency by 35% and customer satisfaction scores by 28 points
  • Executive Business Reviews & Advocacy: Led Quarterly Business Reviews for 50 strategic accounts representing $12M ARR, building executive relationships that generated 15 customer references and 3 case studies
Customer Success Manager
Jun 2013 – Feb 2017
CloudTech Solutions
  • Enterprise Account Management: Managed portfolio of 60 enterprise accounts ($6M ARR) achieving 94% retention and 110% net retention through strategic planning, executive engagement, and value demonstration
  • Onboarding & Adoption Excellence: Designed and delivered onboarding program reducing time-to-value from 90 to 45 days and increasing 90-day product adoption from 65% to 88%
  • Expansion & Upsell: Identified and closed $1.2M in expansion revenue through needs discovery, solution mapping, and cross-sell motions, earning top performer recognition for 3 consecutive years
SKILLS & COMPETENCIES
Customer Success Strategy & Leadership | Team Building & Management | Retention & Churn Reduction | Expansion Revenue & Upselling | Customer Health Scoring | CS Technology Stack (Gainsight, ChurnZero, Totango) | Account Segmentation & Playbooks | Forecasting & Analytics | Executive Relationship Management | Cross-Functional Leadership | Customer Advocacy & Voice of Customer | Onboarding & Adoption Strategy | Renewal Management | CS Metrics & Reporting | Change Management | Executive Communication
CERTIFICATIONS
Certified Customer Success Manager (CCSM)
May 2021
SuccessHACKER
Gainsight CS Leadership Certification
Sep 2020
Gainsight
Strategic Account Management Certification
Jan 2019
SAMA
EDUCATION
Master of Business Administration (MBA)
2011-2013
University of California, Berkeley - Haas School of Business
Berkeley, California
  • Strategy
  • Marketing

Tools to build your Director of Customer Success resume

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

✨

Resume Headlines

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

Director of Customer Success | $35M ARR | 95% GRR, 125% NRR | Leading 15+ CS Team
Director of CS | Churn Reduction 18% → 5% | $4.2M Expansion Revenue
Director of Customer Success | Scaled CS 3 → 18 People | 96% Forecast Accuracy
Director of CS | Team Leadership & Strategy | 95% Retention | Gainsight Implementation
Director of Customer Success | 400+ Accounts | 125% Net Retention | CS Operations
Director of CS | Building CS Organizations | $4M+ Expansion | Strategic Leadership

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

⚡

Power Bullet Points

Adapt these achievement-focused bullets to showcase your impact.

CS Team Leadership & Strategy

• Built and led Customer Success team of 15 CSMs and 3 specialists managing $35M in ARR across 400+ enterprise and mid-market accounts achieving 95% gross retention and 125% net retention
• Scaled CS function from 3 to 18 people during company growth from Series B to D implementing team structure, career frameworks, and hiring strategy
• Developed CS strategy and annual operating plan aligned with company revenue goals and customer lifetime value targets
• Established CS metrics and KPIs (GRR, NRR, customer health, expansion revenue) providing executive visibility into CS performance

Retention & Expansion Revenue

• Reduced annual churn from 18% to 5% through proactive health monitoring and at-risk playbooks saving $2.5M in ARR
• Drove $4.2M in expansion revenue through upsells, cross-sells, and multi-year renewals achieving 125% net retention
• Implemented renewal management process improving renewal rate from 82% to 95% and reducing renewal cycle time by 35%
• Partnered with Sales on account expansion strategy contributing to $8M in total expansion and upsell revenue

CS Operations & Infrastructure

• Implemented Gainsight CS platform and built health score model combining product usage, engagement, and satisfaction data enabling predictive churn identification
• Improved renewal forecast accuracy to 96% through systematic health tracking and early warning systems
• Created customer segmentation model (enterprise, mid-market, SMB) enabling tailored engagement strategies and optimized CSM capacity
• Developed success playbooks for onboarding, adoption, renewal, and expansion standardizing CS best practices across team

Team Development & Cross-Functional Leadership

• Mentored 6 CSMs to senior positions and 2 to management roles through structured career development and coaching
• Partnered with Product team establishing customer feedback loop influencing roadmap decisions based on 500+ feature requests
• Collaborated with Marketing on customer advocacy program generating 35 case studies and 50+ reference calls
• Aligned with Sales on handoff processes, expansion strategies, and renewal forecasting improving Sales-CS collaboration

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

📝

Resume Writing Tips for Director of Customer Successs

1

Lead with Retention and Expansion Metrics

Directors own CS P&L. Highlight: ARR managed ($35M), GRR (95%), NRR (125%), expansion revenue ($4.2M). Show CS drives company revenue through retention and growth.

2

Quantify Team Building and Scale

Include: team size (15+), scaling journey (3 → 18), promotions enabled (8), hiring completed. Directors build organizations—show you scale CS functions during growth.

3

Demonstrate CS Infrastructure and Systems

Highlight: platforms implemented (Gainsight), health scoring model, playbooks created, forecast accuracy (96%). Directors build scalable CS operations—not just manage accounts.

4

Show Strategic Cross-Functional Leadership

Include: Sales partnership (expansion), Product collaboration (roadmap), Marketing (advocacy). Directors operate at executive level—prove strategic partnership capability.

5

Balance Revenue Impact with Team Development

Show both business results (95% GRR, $4M expansion, churn reduction) and people leadership (team growth, promotions, coaching). Directors deliver through their teams.

🎯

Essential Skills & Keywords

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

CS Leadership & Strategy

Customer Success Strategy CS Team Leadership Retention & Expansion Strategy CS Operations Strategic Planning Executive Presentations

Team Building & Development

Team Building & Scaling Hiring & Recruiting Performance Management Career Development Coaching & Mentorship Organizational Design

Retention & Revenue

Gross Retention (GRR) Net Retention (NRR) Churn Reduction Expansion Revenue Renewal Management Revenue Forecasting

CS Operations & Infrastructure

CS Platform Implementation (Gainsight) Health Score Modeling Customer Segmentation Success Playbooks CS Metrics & Analytics Forecast Accuracy

Cross-Functional Partnership

Sales Alignment Product Collaboration Marketing Partnership Executive Stakeholder Management Cross-Functional Leadership

Strategic Initiatives

CS Transformation Process Optimization Technology Selection Best Practices Development Change Management

💡 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

  • CS team leadership at scale: Shows CS organizational impact: team of 15+, managing $35M ARR, scaled from 3 to 18 people during hypergrowth
  • Retention and expansion excellence: Demonstrates financial accountability: 95% GRR, 125% NRR, $4M+ in expansion revenue, churn reduction from 18% to 5%
  • CS infrastructure and process: Built scalable CS operations: implemented Gainsight, created health score model, established success playbooks
  • Cross-functional partnership: Shows executive-level collaboration: Sales alignment on renewals, Product feedback loops, Marketing on advocacy

✓ ATS-Friendly Elements

  • Director-level keywords: "CS strategy," "team leadership," "retention & expansion," "customer health," "churn reduction"
  • Leadership action verbs: Built, Scaled, Led, Transformed, Drove, Established
  • Business metrics: ARR managed ($35M), retention rates (95% GRR, 125% NRR), team size (15+)
  • Executive stakeholder language: C-suite partnership, revenue impact, strategic initiatives
  • Clear progression: CSM → Senior CSM → Manager/Senior Manager → Director
  • Advanced CS certifications or executive education

✓ Human-Readable Design

  • Summary immediately establishes leadership scope: 15-person team, $35M ARR, scaled 3 to 18 people
  • Metrics at director level: millions in ARR, double-digit retention rates, expansion revenue
  • Experience shows progression from IC CSM to CS leadership
  • Balance of people development (team building, coaching) with business results (retention, NRR)
  • Skills reflect director expectations: CS strategy, team management, executive communication
  • Advanced certifications or MBA signal readiness for VP/CCO track

💡 Key Takeaways

  • Director CS resumes must lead with retention and expansion metrics: GRR, NRR, ARR managed
  • Quantify team impact: CS headcount, ARR per CSM, customers managed, expansion revenue
  • Show CS infrastructure: health scoring, playbooks, segmentation strategy, tech stack
  • Demonstrate strategic partnership: alignment with Sales on renewals, Product on roadmap, Exec team on strategy
  • Include team development: promotions enabled, skills development, career pathing
  • Advanced CS certifications or executive education show investment in leadership

📈 Career Progression in Customer Success

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

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

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