Joy Roberts

I’m a results-driven Customer Success Manager with 4+ years of experience across Fintech, Construction, and Health & Wellness. I focus on enhancing the customer lifecycle—from onboarding to retention—by owning client outcomes, managing escalations, and aligning teams around measurable performance.

Across my roles, I’ve improved customer outcomes by redesigning escalation workflows, standardizing response frameworks, and building data-driven processes. Highlights include reducing average ticket resolution time by 30%, increasing CSAT scores by 30%, and cutting support ticket backlog by 40% through incident tracking, prioritization, and cross-functional collaboration.

I also strengthen the internal engine behind service quality: I build centralized knowledge bases, documentation systems, and playbooks that boost team efficiency and consistency. I’m now seeking a remote CSM role where I can own client outcomes, drive continuous improvement, and build lasting customer relationships.