Demar Folkes

Over 10 years in customer-facing roles across Customer Support, Technical Support, and Customer Success have shaped how I think about client relationships: customers rarely leave because of the product itself; they leave when they don't feel supported, understood, or successful.

I began my career in high-volume support environments at Amazon and Audible, where I developed the problem-solving skills, communication discipline, and customer-first mindset required to deliver exceptional experiences at scale. Over the past several years, I have transitioned into Customer Success, helping SaaS clients maximize value through onboarding, adoption, retention, and strategic guidance.

At Nierman Practice Management, I partnered with dental and healthcare professionals to navigate complex software workflows, contributing to a 25% increase in client retention while resolving the majority of escalations within 24 hours. Today, as a Customer Success Manager at Cloud Carib, I manage cloud infrastructure and managed services clients throughout the customer lifecycle, from onboarding and adoption through renewal and long-term success planning.

My experience includes customer onboarding, stakeholder management, product adoption, technical enablement, account health monitoring, and customer retention strategies. I am proficient with Salesforce, HubSpot, and Zendesk, and I thrive in remote-first environments where proactive communication, accountability, and relationship-building drive success.

Based in Kingston, Jamaica (EST), I collaborate seamlessly with clients and teams across the United States, Canada, and the Caribbean.

If you're looking for a Customer Success professional who combines technical fluency, business acumen, and genuine customer empathy to drive adoption, retention, and long-term client success, let's connect.