How Nina’s resume is built
Book, retention, expansion
Nina Petrova, a fictional CSM in Amsterdam, writes her first bullet as "Own a €3.2M book of 28 enterprise accounts; gross retention 97% and net retention 116% in 2024." Book size and both retention figures belong together, since one without the other is hard to judge. Her second bullet shows the method: a Gainsight health score that flags at-risk accounts 60 days before renewal.
A European CV
Nina applies across the EU, so she uses Europa on the Europe preset: A4, numeric dates, a grey label column, and nationality and driving licence under the name. Her languages are a selling point for European accounts, so they get their own table with CEFR levels, from Russian native to Dutch B1, and the QBR bullet notes she runs reviews in English, German and Russian.
Earlier roles
Her onboarding job gets one bullet with a before and after: time to first value fell from 30 to 12 days across 140 customers. It explains where her retention habits came from.
Words to use
This page is about layout and bullets. For the skills, tools and verbs that recur in job posts, see the customer success manager resume keywords.
Customer success manager resume questions
Gross or net retention: which should I use?
Both, if you have them, with the year. Gross shows how much you kept; net shows whether accounts grew. The sample puts them in the same bullet as the book size.
How do I write CEFR levels if I've never been tested?
Use the level you could defend in an interview. The Europe preset expects A1 to C2 levels; native speakers usually write "Native" instead.
Should I include nationality on a CV in the Netherlands?
It is optional. Europa shows it under the name when filled in, which can help when work authorisation is a question; leave it blank and the line is not printed.