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Last week, I shared my 2026 guide to your resume.
It’s intended to be a kind of high level overview of what recruiters expect of a Customer Success resume, and what I usually work through with my resume clients.
This week, I want to zoom in on something that I wish more job seekers were doing, and that’s using bullets to tell stories.
You know the keywords and the metrics you’re supposed to have. You’re afraid that you don’t have good enough numbers, or the right numbers, to share on your resume. You’re having a lot of trouble fitting your experience into whatever formula you think hiring teams want to hear.
So maybe you try ChatGPT, plugging in your resume and the job description and seeing what it does. There’s no shame in this, but unfortunately, everyone else applying did the same thing and now all the resumes they see are virtually indistinguishable from each other.
So let’s try something new.
Think of one customer you worked with where things went well. What kind of customer were they? Where did they start emotionally, strategically or otherwise? Where did they end up? How can you quantify their performance? What changed? What did you specifically do to orchestrate that change?
Write it all down like a brain dump, with no editing or cohesion. Just try to get everything you can think of as it relates to this customer and their success down on paper.
When you’ve done that, now you can boil it down to the most essential bits, and turn it into a resume bullet.
Here's a bullet I wrote for a client, after I asked them to tell me a story about expansion:
Drove 28% ARR expansion for a enterprise legacy media client with a custom success plan that doubled their user adoption in 90 days
And here’s why it works:
It it table stakes for a Customer Success resume to have numbers, and “28%” and “90 days” will register when a recruiter does a quick scan.
Recruiters look for signals that they understand the industry and customer, and naming “enterprise” and “legacy media client” communicate specific familiarity.
A story provides both the what and the how; not just “drove expansion” but “with a custom success plan.”
Resume bullets have to speak to individual action, and “with a custom success plan” is a clear individual action.
Ultimately it is a teaser to a bigger story, because it gives the hiring manager questions, teeing up the interview.
The real benefit of telling stories on your resume is that stories prove your skills. “Highly skilled at driving expansion” doesn’t connect the same way as a story demonstrating that to be true.
Stories stick in people's brains. Stories are how humans actually process information. We've turned resumes into keyword-stuffed content, but hiring managers aren't algorithms. They're people trying to find someone they're excited to talk to.
I want you to try this for your own resume. Here’s a few prompts to jog your memory:
How did you save a customer from churning?
How did you drive an account expansion?
How did you help a customer drive results?
How did building a strong relationship come in handy?
How did a process you built improve your work (and/or your teams)?
I hope this is something you try on your next resume edit, and that it will help you make your resume more you.
Best,
Nicole
Don’t miss these resources for your 2026 CS Job Search:
I launched the Customer Success Company Shortlist, a curated, sortable and filterable database of companies that consistently hire for CS.
I share Job Drops free every Tuesday and Thursday, to find the best jobs in Customer Success every week.
My Customer Success Resume Templates are designed to help you structure your resume for the roles you want.