Looking for a job

Joy Roberts

@joyroberts

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Customer Success Manager who reduces churn, improves CSAT, and builds scalable support operations.

Nigeria

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What I'm looking for

I’m looking for a remote CSM role where I can own client outcomes end-to-end, reduce churn, improve CSAT, and build lasting relationships. I want to drive scalable support operations, improve workflows, and collaborate cross-functionally to deliver faster resolutions.

I help companies build customer relationships that last.

With 4+ years in SaaS, Fintech, and client-facing environments, I specialise in reducing churn, improving resolution times, and building the internal systems that make great customer experiences repeatable.

At Finna Protocol, I managed 50+ daily customer interactions across a fast-moving fintech platform, cut resolution time by 30% through cross-functional incident tracking, and built a knowledge base that reduced handling time by 25% across the support team.

My work sits at the intersection of customer experience and operational execution - I don’t just resolve issues, I identify patterns, close gaps, and build structure that scales.

Tools: Zoho CRM · Intercom · Slack · Claude · Notion · Google Workspace · ChatGPT · ClickUp · Microsoft Suite.

Open to remote Customer Success Manager roles in SaaS, Fintech, or digital services.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Finna Protocol

Nov 2024 - Apr 2026 (1 year 5 months)

Results-driven CS Manager with 4 years of experience across SaaS, Fintech, Construction and Health Care. Proven ability to reduce churn, improve CSAT scores and build scalable support operations that enhance the B2B customer lifecycle from onboarding to retention. Adept at managing escalations, driving cross-functional collaboration and designing internal systems that improve team performance

Customer Support Customer Success Churn Prevention Retention Strategy Growth Strategy SaaS Support SaaS Onboarding