Results-driven Customer Success Leader with over a decade of experience in SaaS, strategic account management, and team leadership. Expertise in developing and implementing customer success plans, increasing retention rates, driving upsell opportunities, and managing high-performing teams. Proven track record of exceeding targets, fostering executive stakeholder relationships, and scaling success programs to enhance customer lifetime value.
Hi, I’m
Paul Filius
Bremerton,WA
Summary
Overview
14
years of professional experience
1
Certification
Work History
HG Insights
Customer Care Lead
11.2023 - Current
Job overview
- Designed and implemented scalable customer success plans, achieving a 25% improvement in customer satisfaction scores
- Mentored and developed a high-performing team, fostering growth and ensuring alignment with company goals
- Streamlined support processes, reducing response times by 25% and improving overall customer engagement
HG Insights
Customer Success Manager
10.2021 - 11.2023
Job overview
- Managed a $4M ARR portfolio of enterprise clients, achieving a 107% net retention rate and exceeding upsell targets by 10%
- Led customer success programs, driving product adoption and increasing customer health scores across key accounts
- Conducted quarterly business reviews with executive stakeholders, aligning SaaS solutions with business objectives
- Partnered with Product, Sales, and Marketing teams to share customer feedback, improving product features and customer experience
Tech Heads LLC
Technical Account Manager
04.2021 - 10.2021
Job overview
- Oversaw $1.9M ARR, improving customer retention and expanding product usage through strategic account management
- Delivered onboarding and training programs, reducing time-to-value by 20%
- Monitored key customer health metrics, addressing risks proactively to maintain account stability
Portland Internetworks
Customer Account Manager
09.2018 - 01.2021
Job overview
- Managed 22 enterprise accounts, securing $2.9M in annual renewals and driving a 25% increase in customer satisfaction
- Created and executed playbooks for customer engagement, turning senior stakeholders into advocates
- Collaborated with cross-functional teams to execute retention strategies and improve customer experience
Pacific Office Automation
Technical Account Manager
02.2017 - 09.2018
Job overview
- Managed a $1.2M ARR portfolio, fostering executive relationships to drive renewals and upsell opportunities
- Enhanced customer success processes, resulting in a 50% increase in contract renewals
Kaiser Permanente
IT Infrastructure Project Manager
11.2016 - 01.2017
Job overview
- Led $1M-$5M IT infrastructure projects, ensuring on-time and within-budget delivery
- Collaborated with vendors and internal teams to align project outcomes with organizational objectives
Pavelcomm
Technical Account Manager
11.2014 - 06.2016
Job overview
- Managed $660K ARR across seven IT service clients, increasing satisfaction by 42% through improved service delivery
- Reduced ticket backlog from 340 to zero by enhancing communication strategies and workflows
Salesforce.com
Global Service Desk Analyst
06.2014 - 10.2014
Job overview
Hawaiian Telcom
Affiliate Services Technical Support Representative
04.2013 - 04.2014
Job overview
Comtel Hawaii
VoIP Systems Designer/Technician
06.2012 - 08.2012
Job overview
Optinet Hawaii
Manager/Technician
09.2010 - 06.2012
Job overview
Education
University of Hawaii at Manoa
Bachelor of Arts
05.2011
University Overview
Skills
- Customer Success Plans & Playbooks
- Team Leadership & Talent Development
- Retention Strategies & Revenue Growth
- SaaS Adoption & Scaling
- Executive Stakeholder Engagement
- Data-Driven Forecasting & Reporting
- Cross-Functional Collaboration
- Customer Health Metrics & Analysis
- Voice of the Customer Advocacy
- CRM Tools (Salesforce, Gainsight)
- SaaS Platforms
- Google Workspace
- Customer Health Metrics
- Data Analytics
Certification
- Success Hacker CCSM 1 and 2, 2022
- Customer Experience Leadership, 2022
- CompTIA Network+, 2018
Timeline
Customer Care Lead
HG Insights
11.2023 - Current
Customer Success Manager
HG Insights
10.2021 - 11.2023
Technical Account Manager
Tech Heads LLC
04.2021 - 10.2021
Customer Account Manager
Portland Internetworks
09.2018 - 01.2021
Technical Account Manager
Pacific Office Automation
02.2017 - 09.2018
IT Infrastructure Project Manager
Kaiser Permanente
11.2016 - 01.2017
Technical Account Manager
Pavelcomm
11.2014 - 06.2016
Global Service Desk Analyst
Salesforce.com
06.2014 - 10.2014
Affiliate Services Technical Support Representative
Hawaiian Telcom
04.2013 - 04.2014
VoIP Systems Designer/Technician
Comtel Hawaii
06.2012 - 08.2012
Manager/Technician
Optinet Hawaii
09.2010 - 06.2012
University of Hawaii at Manoa
Bachelor of Arts
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