SAMPLE. A made-up person and made-up companies.
One job ad. One resume. The rewrite.
SAMPLE. Jordan Example is a made-up person and Northbridge Software is a made-up company. Nothing here is a real resume or a real job ad. It shows the method: the ad's words only where the old resume supports them, a plain layout, a keyword sheet, and a question for every gap. Download the files: DOCX and PDF.
1. The job ad (made up)
Customer Success Manager, Northbridge Software
2. Before and after
The same facts, rewritten for this ad.
Before (the old resume)
Jordan Example
Denver, CO · jordan.example@example.com · (000) 000-0000
Account Manager
SUMMARY
Dynamic, results-driven professional with a passion for helping customers succeed. Team player with excellent communication skills seeking a new challenge.
EXPERIENCE
Account Manager, Brightline Field Apps (made-up company; scheduling software for field crews), Denver 2022 to present
- Responsible for a portfolio of SMB customers
- Helped customers get set up on the product and answered questions
- Worked with support on customer issues
- Did regular check-in calls and renewals
- Used the CRM to keep notes and track accounts
Customer Support Specialist, Brightline Field Apps 2020 to 2022
- Answered tickets and chats
- Wrote some help articles
- Trained new hires on the support tools
EDUCATION
B.A. Communications, Colorado State University (made-up record), 2019
SKILLS
Communication, Microsoft Office, CRM, Zendesk, Problem solving, Teamwork
After (the rewrite, marked SAMPLE)
Jordan Example
Denver, CO · jordan.example@example.com · (000) 000-0000
Customer Success Manager
SUMMARY
Account manager since 2022 at a scheduling-software company, after two years in its support team. Owns a book of small-business accounts through onboarding, check-ins and renewals. Tracks accounts in the company CRM (Salesforce: to confirm) and handles escalations with the support team (Zendesk). Writes help-centre articles and trains new hires. Looking to own a book of about 120 home-service accounts at Northbridge.
EXPERIENCE
Account Manager, Brightline Field Apps (made-up company; scheduling software for field crews), Denver, CO 2022 to present
- Own a portfolio of small-business (SMB) customers from onboarding through renewal [number of accounts: see question 1]
- Run onboarding for new accounts: setup calls, product walkthroughs and a first-30-days check-in
- Hold regular check-in calls with account owners and lead the renewal conversation [renewal rate: see question 2]
- Handle escalations with the support team and track each one to a fix
- Track account notes, activity and renewal dates in Salesforce [confirm the CRM name: see question 3]
Customer Support Specialist, Brightline Field Apps 2020 to 2022
- Resolved customer tickets and chats in Zendesk
- Wrote help-centre articles for common setup questions [how many: see question 4]
- Trained new hires on the support tools and ticket process
EDUCATION
B.A. Communications, Colorado State University (made-up record), 2019
SKILLS
Customer success · Account management · Onboarding · Renewals · Escalations · CRM (Salesforce: to confirm) · Zendesk · Help-centre writing · Customer training · Microsoft Office
Read the two side by side: nothing in the “after” column is new information. “Helped customers get set up” became “Run onboarding for new accounts”, because the ad says onboarding and the old resume supports it. “The CRM” did not become “Salesforce”; it became a question. The old summary (“dynamic, results-driven”) said nothing a tracking system or a recruiter could use; the new one says what Jordan did, with the ad's terms, and names the role applied for.
3. The keyword sheet
14 terms from the ad.
| Term in the ad | After the rewrite | Before |
|---|---|---|
| customer success | Covered: title, summary, skills | Was: absent (resume said 'account manager' only) |
| account management | Covered: title line and skills | Was: 'Account Manager' title only |
| SaaS | NOT covered until confirmed: question 7 (is Brightline sold as a subscription?) | Was: absent |
| onboarding | Covered: summary, job 1 bullet 2 | Was: 'helped customers get set up' |
| renewal / retention | Covered: renewals in job 1; retention figure is question 2 | Was: 'renewals' once |
| escalations | Covered: job 1 bullet 4 | Was: 'customer issues' |
| Salesforce | Covered as 'Salesforce: to confirm' pending question 3; removed if the answer is no | Was: 'the CRM' |
| HubSpot | NOT covered. Not in your resume; do not add unless true | - |
| Gainsight / ChurnZero | NOT covered. Not in your resume; do not add unless true | - |
| quarterly business reviews | NOT covered. Question 5 asks whether your check-ins were QBRs | - |
| reports / dashboards | NOT covered. Question 6 | - |
| help-centre articles | Covered: job 2 bullet 2 | Was: 'some help articles' |
| training | Covered: job 2 bullet 3, skills | Was: 'trained new hires' |
| bachelor's degree | Covered: education | Was: covered |
“Not covered” terms stay off the resume. Adding a tool you never used is the one thing a rewrite must not do; it fails at the first interview question.
4. The question list
Seven questions before it is final.
- How many accounts are in your portfolio, roughly? The ad says about 120; a real number on your resume helps.
- Do you know your renewal or retention rate for 2024 or 2025? If yes, we add it. If not, we leave it out.
- Your resume says 'the CRM'. Was it Salesforce, HubSpot or something else? We only name the one you used.
- How many help-centre articles did you write, even roughly?
- Were any of your check-in calls formal quarterly business reviews (an agenda, a deck, a review of results)? If yes, we call them that.
- Did you build any reports or read dashboards (in the CRM, in a spreadsheet, in Zendesk)? If yes, tell us which.
- Is Brightline's product sold as a subscription (SaaS)? The ad asks for SaaS experience; we only write it if it is true.
You answer in a reply, in any order, as roughly as you like. We send the final DOCX and PDF within a day of your answers, at no extra charge.
Layout: single column, no tables, no text boxes, no columns, no icons, standard headings (Summary, Experience, Education, Skills), Inter or Arial 11pt, dates on the right in plain text, file names 'Jordan-Example-Resume.docx' and '.pdf'. Nothing was added that the original resume did not say; every gap is a question, not a guess.