Customer Success Manager Brag Document Example
Q1 2025
Onboarded new customers with a structured 30-day activation plan
Date: January 22, 2025
Company: Offline
Tags: Onboarding, Customer Success, Adoption, Medium
Metrics:
Description:
Developed a repeatable process including kickoff templates, workflow mapping exercises, and weekly check-ins. Helped new customers get value quickly.
Created usage health checks that highlighted early adoption gaps
Date: February 14, 2025
Company: Offline
Tags: Customer Health, Analytics, Retention, Small
Metrics:
Description:
Built simple dashboards that flagged inactivity, incomplete setup, and low engagement. Helped prioritize proactive outreach.
Resolved major workflow issue for a high-value customer
Date: March 7, 2025
Company: Offline
Tags: Customer Advocacy, Problem Solving, Retention, Medium
Metrics:
Description:
Coordinated with Engineering and Support to diagnose the issue, identify the fix, and keep the customer fully informed during the process.
Q2 2025
Led customer rollout and training for the Workflow Automation feature
Date: April 18, 2025
Company: Offline
Tags: Feature Adoption, Training, Customer Success, Big
Metrics:
Description:
Hosted live training, built use-case templates, and partnered with PMM to guide customers through hands-on setup. Drove early adoption for the feature.
Developed customer success playbooks for onboarding, expansion, and renewals
Date: May 20, 2025
Company: Offline
Tags: Playbooks, Enablement, Process Improvement, Medium
Metrics:
Description:
Created structured guidance for every stage of the customer lifecycle with templates, scripts, and recommended workflows.
Launched customer advocacy initiative to collect feedback and success stories
Date: June 6, 2025
Company: Offline
Tags: Customer Advocacy, Feedback, Engagement, Small
Metrics:
Description:
Collected insights on product usage and outcomes. Helped PMM incorporate stories into marketing and sales collateral.
Q3 2025
Secured major annual renewal by reframing ROI around efficiency gains
Date: July 15, 2025
Company: Offline
Tags: Renewal, Value Realization, Customer Success, Big
Metrics:
Description:
Mapped customer outcomes to cost savings, productivity improvements, and workflow efficiency. Presented executive-level ROI narrative.
Created proactive usage reports for engineering-heavy customers
Date: August 21, 2025
Company: Offline
Tags: Enablement, Analytics, Customer Insights, Medium
Metrics:
Description:
Produced tailored reports with performance trends, recommended enhancements, and upcoming features. Drove deeper utilization.
Hosted monthly customer education webinars
Date: September 10, 2025
Company: Offline
Tags: Education, Training, Engagement, Small
Metrics:
Description:
Led training sessions on new releases, integrations, and advanced workflows. Strengthened customer confidence and product mastery.
Q4 2025
Led readiness planning for Q4 flagship launch across customer accounts
Date: October 16, 2025
Company: Offline
Tags: Launch, Customer Success, Adoption, Big
Metrics:
Description:
Created rollout plans, updated onboarding paths, and trained customers on the new feature’s value and workflows.
Implemented new NPS follow-up workflow for improving customer sentiment
Date: November 14, 2025
Company: Offline
Tags: NPS, Retention, Customer Success, Medium
Metrics:
Description:
Created structured follow-ups for detractors, passives, and promoters. Helped reduce churn risk and drive stronger relationships.
Built 2026 customer success strategy to drive expansion and reduce churn
Date: December 5, 2025
Company: Offline
Tags: Strategy, Customer Success Leadership, Roadmapping, Beyond
Metrics:
Description:
Outlined key programs for improving onboarding, driving adoption, enhancing customer education, and expanding maturity models.
Kudos
“Your onboarding work set our new customers up for success immediately.”
From: Alyssa Morgan — VP of Sales
Date: January 30, 2025
Impact: Helped reduce friction and improved activation rates across accounts.
“You saved this renewal — your ROI story was exactly what the exec team needed.”
From: Daniel Brooks — CEO
Date: July 29, 2025
Impact: Protected a major customer relationship and secured significant revenue.
“Your training sessions made the Automation feature usable for everyone.”
From: Priya Shah — Director of Product
Date: April 30, 2025
Impact: Improved customer confidence and adoption of a complex new workflow.
“The feedback loop you created helped us prioritize the right product improvements.”
From: Alex Chen — Head of Engineering
Date: August 29, 2025
Impact: Strengthened alignment between customer needs and the roadmap.
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