Damian Barrios
Salt Lake City
Summary
Customer Success Manager with 10+ years of experience across SaaS, operations, and customer experience in global and fast-moving environments. Originally from Costa Rica, I came to the U.S. to pursue my education and rebuilt my career from the ground up while working full-time—an experience that shaped my discipline, resilience, and deep sense of ownership.
Known for exceeding retention expectations in complex SMB portfolios, earning trust through consistency, and going above and beyond when it matters. I bring a human, relationship-driven approach without sacrificing accountability or results. I’m energized by building durable customer partnerships, improving how teams operate, and creating clarity where things feel messy. Colleagues recognize me for loyalty, follow-through, and making day-to-day work better for the people around me.
Overview
16
16
years of professional experience
Work History
Customer Success Manager, SMB
Motivosity
01.2025 - Current
- Manage a high-impact SMB portfolio with increasing customer complexity, focused on retention, expansion, and long-term partnership development.
- Exceeded retention expectations across multiple quarters, at times achieving results comparable to or stronger than mid-market and enterprise portfolios despite SMB accounts carrying higher inherent churn risk.
- Generated nearly $50K in expansion revenue in 2025, including the execution of multiple multi-year agreements, improving long-term revenue stability.
- Partner cross-functionally with Sales, Product, and Leadership to support renewals, expansions, and strategic account planning.
- Contributed to the creation of Customer Success playbooks and process improvements, increasing consistency, efficiency, and scalability across the team.
- Actively involved in optimizing Customer Success AI strategy, identifying opportunities to improve insights, automation, and operational efficiency.
- Recognized by peers for reliability, ownership, and willingness to step in wherever needed to support team and customer success.
Customer Success Manager, Micro & Small Market
Motivosity
10.2022 - 05.2023
- Managed a high-velocity book of approximately 700 micro and small-market customers, balancing scale with retention, adoption, and satisfaction goals.
- Developed efficient workflows and prioritization frameworks to manage churn risk and renewals in a volume-driven environment.
- Built strong customer relationships through consistent follow-through, clear communication, and a service-oriented approach.
Technology Specialist
Motivosity
04.2022 - 10.2022
- Delivered frontline technical and customer support, resolving complex platform issues and ensuring timely, high-quality customer outcomes.
- Collaborated closely with Product and Engineering teams to troubleshoot, escalate, and resolve technical challenges, contributing to product improvements.
- Built deep technical knowledge of the platform, enabling a smooth transition into Customer Success ownership.
Assistant Program Coordinator
Salt Lake Community College
10.2020 - 05.2022
- Supported program leadership in managing academic and operational functions for public safety education programs.
- Improved internal processes to enhance program delivery, compliance, and student experience.
- Collaborated cross-functionally with program managers to ensure offerings remained efficient and competitive.
Operations Lead
Carao Ventures
08.2019 - 08.2020
- Led operational and compliance support for portfolio companies, advising founders on accounting, tax, legal, and labor considerations.
- Worked directly with entrepreneurs to optimize internal processes and support scalable growth.
- Contributed to strategy development, market research, and evaluation of new market opportunities.
Executive Administrative Assistant
McKinsey & Company
05.2017 - 07.2019
- Supported a functional organization focused on portfolio and product management, analytics, and finance operations.
- Participated in pilot programs for internal software tools, delivering structured feedback to digital strategy teams.
- Led a team of 10 to establish a local experimentation group focused on improving internal software capabilities.
- Coordinated large-scale corporate events for U.S.-based teams, managing logistics, vendors, and agendas for events of 50+ attendees.
CX Innovation Leader / Corporate Operations Coordi
Findasense
12.2015 - 04.2017
- Played a hybrid role spanning customer experience strategy, operations, and executive support within a fast-growing digital and CX-focused organization.
- Designed and delivered customer experience and social digital strategies for clients across education, recruiting, and retail, tailoring solutions to each client’s business goals.
- Worked closely with company leadership (CEO and President) to support business operations, client research, reporting, and strategic initiatives.
- Coordinated international projects and events, prepared presentations for global stakeholders, and translated insights into clear, actionable recommendations.
- Acted as a connective layer between strategy, execution, and client delivery, ensuring alignment across teams and consistency in outcomes.
Business Operations & Program Coordinator
IBM
11.2014 - 12.2015
- Supported senior leaders across HR, Technology, Healthcare, and Engineering functions in a global enterprise environment.
- Led the Standard Operating Procedures initiative, creating onboarding documentation later adopted by IBM operations in Malaysia and Japan.
- Delivered training to 80+ new employees and served as mentoring coordinator, strengthening onboarding and knowledge-sharing practices.
- Recognized for operational leadership, organization, and execution quality.
Sourcing Specialist
L.L. Bean
10.2012 - 10.2014
- Managed international vendor and supplier relationships across costing, logistics, inventory, and invoicing.
- Ensured compliance with CAFTA and PTPA trade agreements in coordination with U.S. Customs and Border Protection.
- Recognized as Top Performer for three consecutive semesters and nominated for Bean’s Best, the company’s highest global recognition.
- Designed and implemented a centralized vendor management tool used locally and at U.S. headquarters, managing 3,000+ vendors.
Customer Service Support Representative
Amazon
01.2010 - 09.2011
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
Education
Bachelor of Science - Economics
University of Utah
Salt Lake City, UT05-2025
Associate of Arts - Business Administration
Salt Lake Community College
Salt Lake City, UT05-2022
Skills
- Training programs
- Negotiation
- Pipeline development
- Training and mentoring
- Account management
- Customer retention
- Revenue growth
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Success Manager, SMB
Motivosity
01.2025 - Current
Customer Success Manager, Micro & Small Market
Motivosity
10.2022 - 05.2023
Technology Specialist
Motivosity
04.2022 - 10.2022
Assistant Program Coordinator
Salt Lake Community College
10.2020 - 05.2022
Operations Lead
Carao Ventures
08.2019 - 08.2020
Executive Administrative Assistant
McKinsey & Company
05.2017 - 07.2019
CX Innovation Leader / Corporate Operations Coordi
Findasense
12.2015 - 04.2017
Business Operations & Program Coordinator
IBM
11.2014 - 12.2015
Sourcing Specialist
L.L. Bean
10.2012 - 10.2014
Customer Service Support Representative
Amazon
01.2010 - 09.2011
Bachelor of Science - Economics
University of Utah
Associate of Arts - Business Administration
Salt Lake Community College