Jordan Smith

Certified Customer Success Manager

Phone: (555) 123-4567
Address: Austin, TX
LinkedIn: linkedin.com/in/jordansmith-csm
Email:

Customer Success Manager with 7+ years of experience, adept in enhancing customer retention by 30% and driving growth. Expert in developing engagement strategies and using CRM tools. Proven leadership in cross-functional teamwork, coupled with strong communication and problem-solving skills.

Experience

TechSolutions Inc., Austin, TX

Senior Customer Success Manager

July 2018 - Present
  • Primary role: Oversaw customer success operations, focusing on maximizing client satisfaction and product engagement.
  • Elevated client retention by 35% through strategic relationship management of over 60 key accounts.
  • Led overhauling the customer onboarding process, slashing customer churn by 50%.
  • Partnered with the product team to funnel customer feedback into 3 significant product enhancements, directly aligning product development with client needs.

Innovatech LLC, Dallas, TX

Customer Success Manager

May 2016 - June 2018
  • Primary role: Focused on optimizing client experiences and relationship management for a portfolio of 40+ accounts.
  • Secured a 98% satisfaction rate through targeted customer service strategies and proactive client engagement.
  • Initiated and conducted bi-weekly product training webinars, boosting active user rates by 25%.
  • Resolved customer issues efficiently, contributing significantly to the company’s top Net Promoter Score (NPS) of 75.

Education

University of Texas at Austin

Bachelor of Business Administration in Marketing

August 2012 - May 2016

Graduated with Honors with a GPA of 3.7.

Certifications

Certified Customer Success Manager (CCSM)

Certification highlighting expertise in customer success management strategies and practices.

HubSpot Service Hub Software Certified

Certified proficiency in using HubSpot’s Service Hub software for customer relationship management. 


Skills

Technical Skills: Advanced CRM Knowledge | Data Analytics | Project Management Tools
Soft Skills: Effective Communication | Strategic Planning | Empathetic Client Relations | Teamwork

Professional Memberships

  • American Association of Inside Sales Professionals (AA-ISP)
  • Customer Success Association (CSA)

Personal Interests

  • Tech Enthusiast: Keen interest in emerging technologies and industry trends, attending local tech meetups.
  • Reading: Avid reader of books on business strategy and customer relationship management.
  • Community Engagement: Led a successful customer feedback initiative for a local non-profit, applying professional skills to a philanthropic cause.