## 1. Tailored CV bullets - Managed a portfolio of 32 SMB accounts and renewed 91% of them. Source: "Managed 32 SMB accounts and renewed 91% of them." - Built a usage dashboard in Looker that flagged at-risk accounts two weeks earlier than before. Source: "Built a usage dashboard in Looker that flagged at-risk accounts two weeks earlier than before." - Led onboarding calls for 60+ new customers. Source: "Ran onboarding calls for 60+ new customers." - Trained three new hires on HubSpot workflows. Source: "Trained three new hires on HubSpot workflows." - Cut average ticket response time from 26 hours to 9 as Support Specialist at Harbor Telecom (2020 to 2022). Source: "Support Specialist, Harbor Telecom, 2020 to 2022, cut average ticket response time from 26 hours to 9." Five bullets, not six: the remaining CV lines (job title and degree) are headings, not achievements, so a sixth bullet would be padding. ## 2. ATS keyword map | Posting term | In CV? | Where to add it | |---|---|---| | B2B SaaS | no | only if true: name Brightline Software as a B2B SaaS company in the job heading or bullet 1 | | Account management (3+ years) | yes | Already shown: Account Executive, Brightline Software, 2022 to 2026, managing 32 accounts | | Salesforce | no | only if true: add to bullet 4 next to HubSpot, or to a skills line | | HubSpot | yes | Already in bullet 4 | | Usage data analysis | yes | Already in bullet 2 (Looker usage dashboard) | | Written communication | partial | B.A. Communications shows related study; reword the education line to "B.A. Communications" plus a written-work example (detail needed) | | Customer success | no | only if true: add to a short summary line above the bullets | | Renewals | yes | Already in bullet 1 (renewed 91%) | | Quarterly business reviews | no | only if true: add to bullet 1 as part of how the 32 accounts were managed | | Churn | partial | Reword bullet 2: "flagged at-risk accounts (churn risk) two weeks earlier than before" | | Onboarding plan (90-day) | partial | Reword bullet 3 to name the onboarding structure or timeline used (detail needed) | | Onboarding finance or operations teams | no | only if true: add the customer teams onboarded to bullet 3 | ## 3. Cover letter Owning a 40-account portfolio with renewals above 95% is a target I want to work toward, and it is why I am applying for the Customer Success Manager role at Lumen Ledger. At Brightline Software, I managed 32 SMB accounts and renewed 91% of them. I built a usage dashboard in Looker that flagged at-risk accounts two weeks earlier than before, and I ran onboarding calls for 60+ new customers. I also trained three new hires on HubSpot workflows. Before that, as a Support Specialist at Harbor Telecom, I cut average ticket response time from 26 hours to 9. I care about customers getting answers quickly and seeing value early. I would like to bring that to your onboarding plan and your accounts. ## 4. Likely interview questions **1. How have you kept renewal rates high across a portfolio of accounts?** - Situation: At Brightline Software, I managed 32 SMB accounts. - Action: (detail needed: what you did to secure renewals) - Result: Renewed 91% of them. **2. Tell us about a time you used usage data to spot risk in an account.** - Situation: At Brightline Software, at-risk accounts were being flagged later than they could have been (detail needed). - Action: Built a usage dashboard in Looker. - Result: Flagged at-risk accounts two weeks earlier than before. **3. How would you approach owning a 90-day onboarding plan for new customers?** - Situation: New customers at Brightline Software needed onboarding. - Action: Ran onboarding calls for 60+ new customers. - Result: (result needed) **4. What is your experience with Salesforce or HubSpot?** - Situation: Three new hires at Brightline Software needed to learn HubSpot workflows. - Action: Trained them on HubSpot workflows. - Result: (result needed) **5. Tell us about a time you improved how quickly customers got help.** - Situation: As a Support Specialist at Harbor Telecom, average ticket response time was 26 hours. - Action: (detail needed: what you changed) - Result: Cut average ticket response time to 9 hours. ## 5. One gap Clear written communication: the CV shows a B.A. Communications but no example of written work with customers. This week, write a one-page sample QBR summary or customer update for an anonymised Brightline account (no real customer names or confidential data) and link it in your application or bring it to the interview.