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Resumes
August 13, 2026
Resume Example
Use these ATS-friendly resume examples and templates to showcase your retention, account growth, and stakeholder results as a Customer Relationship Manager.
Ludmila Sokolova
(253) 555-0147 ◇ Tacoma, WA
ludmila.sokolova@example.com ◇ linkedin.com/in/ludmila-sokolova ◇ ludmilasokolova.com
Objective
Customer relationship manager with 8 years owning retention and growth for a portfolio of 140 business customers worth $9.6M a year. Raised annual retention from 82% to 94% across 4 years, grew portfolio revenue 31% through expansion rather than new logos, and holds a net promoter score of 62 against a company average of 41. Keeps customers by knowing what they are trying to do.
Education
B.A. in Business Administration, Puget Sound Line University 2013 – 2017
Coursework in Marketing, Customer Analytics, Business Communication, and Operations Management.
Certificate in Customer Success Management, Commencement Bay Line Institute 2021
Covers account health scoring, renewal strategy, and executive business review practice.
Skills
Retention
Account health scoring, churn risk identification, renewal planning, escalation recovery, executive business reviews
Growth
Expansion identification, cross-sell positioning, adoption tracking, reference and advocacy development, pricing conversations
Customer Insight
Net promoter score programmes, voice of customer synthesis, feedback loops to product, journey mapping, segmentation
Tools & Platforms
Salesforce, Gainsight, HubSpot, Zendesk, Tableau, Excel, Slack, Zoom
Experience
Customer Relationship Manager 05/2021 – Present
Puget Sound Crown Business Services Tacoma, WA
- Own retention and growth for 140 business customers worth $9.6M a year in recurring revenue.
- Raised annual retention from 82% to 94% across 4 years through health scoring and early intervention.
- Grew portfolio revenue 31% through expansion, and hold a net promoter score of 62 against a company average of 41.
Account Manager 06/2018 – 04/2021
Commencement Bay Line Technologies Tacoma, WA
- Managed 90 accounts worth $4.1M a year across 3 service lines.
- Cut churn on the managed base from 21% to 11% across 3 years through quarterly reviews.
- Recovered 14 accounts worth $620,000 that had given formal notice to cancel.
Customer Support Specialist 07/2017 – 05/2018
Commencement Bay Line Technologies Tacoma, WA
- Handled about 50 customer contacts a day across phone, email, and chat.
- Held a 4.7 of 5 satisfaction score across roughly 3,000 rated interactions.
- Flagged 30 accounts showing cancellation signals, 22 of which were retained by account managers.
Projects
Health Scoring Model. Built a scoring model from usage, support volume, and invoice behaviour that flags risk about 90 days before a renewal. Retention moved from 82% to 94% because conversations now happen while there is time to fix something.
Cancellation Recovery. Recovered 14 accounts worth $620,000 after formal notice by treating each as an unresolved problem rather than a negotiation. Most had a specific, fixable complaint that nobody had owned.
Voice of Customer Loop. Turned quarterly review notes into a monthly themed digest for product and operations teams, which led to 6 product changes and a measurable lift in promoter score.
Extra-Curricular Activities
- Serve on the committee of a regional customer success network with about 200 members.
- Volunteer with a small business support charity, advising 4 owners a year on customer retention.
- Mentor 3 support specialists a year moving into account management roles.
Leadership
- Lead a relationship team of 4 covering 140 accounts and $9.6M in recurring revenue.
- Built the health scoring model now used across a customer base of 600 accounts.
- Trained 12 support and sales staff to recognise and route cancellation signals.
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