Hard Skills

• Customer lifecycle management
• Onboarding and implementation
• Customer retention strategies
• Churn reduction
• Account management
• Renewals management
• Upselling and cross-selling
• Customer journey mapping
• Voice of the Customer (VoC)
• Customer health scoring
• Customer success playbooks
• Stakeholder management
• Contract negotiation support
• Executive business reviews (EBR/QBR)

Soft Skills

• Relationship building
• Customer advocacy
• Empathy and active listening
• Conflict resolution
• Influencing without authority
• Strategic thinking
• Problem solving
• Presentation and communication
• Change management
• Collaboration and teamwork
• Time management
• Stakeholder communication

Technical Proficiencies

• Salesforce CRM
• HubSpot CRM
• Gainsight
• ChurnZero
• Totango
• Zendesk
• Intercom
• Freshdesk
• Jira
• Slack
• Customer success platforms
• SaaS product management
• Data analysis and reporting
• Excel / Google Sheets
• Product usage analytics

Industry Knowledge & Certifications

• SaaS / B2B software
• Subscription business models
• Customer Experience (CX)
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Customer Success Association resources
• CSM certification (e.g., SuccessHACKER, Pragmatic, etc.)
• ITIL or service management familiarity
• Project management fundamentals

Action Verbs

• Onboarded
• Retained
• Renewed
• Expanded
• Advised
• Partnered
• Advocated
• Optimized
• Implemented
• Analyzed
• Resolved
• Collaborated
• Presented
• Influenced
• Drove adoption