Max Weiner

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Washington, DC  ·  240-899-4239  ·  Maxweinerb@gmail.com  ·  LinkedIn  ·  Maxweinerb.com

Customer Success leader with 10+ years managing enterprise portfolios up to $18M ARR across SaaS/PaaS organizations. Known for growing strategic accounts, building CS infrastructure from scratch (churn prediction models, health monitoring programs, customer journey playbooks), and driving 100% gross retention and 120%+ NRR across startups and public companies while working with complex Fortune 500 clients.

Professional Experience

Senior Customer Success Manager September 2025 – May 2026
Cloudflare  ·  Washington, D.C.
  • Grew a Fortune 10 account from $1.6M to $5.5M ARR by aligning cross-functional stakeholders, maturing operational workflows, and driving executive engagement over an 8-month period.
  • Maintained 100% retention across a portfolio of 8 enterprise accounts representing $18M+ ARR, managing complex stakeholder environments with 5–20+ decision-makers per account.
  • Created a value-realization framework and customer-facing metrics deck used across 10+ Executive Business Reviews, generating $2.5M+ in CS-qualified pipeline and later adopted as a standard across the Majors team.
  • Partnered with the Data team to build a customer-facing billing and usage portal for a Fortune 10 account, improving customer experience and serving as the beta model for enterprise accounts.
  • Spearheaded the AI Hackathon for the CS Department and led an AI-assisted initiative that replaced the team's external project management tool for 1,000+ users, eliminating ~$180K in annual software spend.
Manager of Customer Success Strategy July 2023 – September 2025
Appian Corporation  ·  McLean, VA
  • Reduced churn by ~2% across a global customer base of 1,100 accounts representing $500M+ ARR by building and operationalizing customer health frameworks, risk language, escalation playbooks, and cross-functional reporting.
  • Led a 3-person team (2 analysts, 1 data scientist) to develop and optimize 9 customer health monitoring tools, including a churn prediction model with 87% accuracy, that retained $15M+ ARR through early intervention with technical tiger teams across 25 enterprise customers.
  • Created a Churn Retrospective Program capturing insights from 200+ customer interviews, producing 8 biannual leadership reports and enabling dozens of internal enablement sessions to systematically reduce future churn.
  • Recognized with Collaboration Award and Impact Award for driving cross-organization effort and the adoption of customer health monitoring tools across global teams and 300+ go-to-market colleagues.
Customer Success Manager – Strategics April 2021 – July 2023
Appian Corporation  ·  McLean, VA
  • Achieved 120%+ NRR across strategic book of business consisting of 6 enterprise customers across Financial Services, Life Sciences, and Supply Chain verticals, representing $15M+ ARR and driving $1M+ in additional professional services.
  • Expanded platform adoption by 2,000+ users by identifying new use cases, aligning executive stakeholders, and driving high-touch engagement including success planning, business reviews, and cadence calls.
  • Selected as the team's Gainsight product liaison, building 10+ CSM playbooks, dashboards, and operating frameworks that reduced onboarding time and improved team consistency.
  • Received 2 Impact Awards recognizing distinct contributions: redesigning the CSM onboarding curriculum and leading a client-facing process mining/AI initiative that eliminated $2M+ annually in cycle time for a Fortune 50 customer.
Senior Customer Success Manager June 2020 – April 2021
ID.me  ·  McLean, VA
  • Achieved 100% retention across 50 enterprise customers representing $5.5M+ ARR while driving $100K+ in upsell revenue.
  • Led a $1M strategic pilot with Fidelity Investments as one of the company's highest-priority expansion opportunities, partnering directly with executive leadership, Product, and Engineering on a highly customized enterprise use case.
  • Developed a playbook and internal operating processes to enable 100% account coverage and grow the team from 2 to 7 CSMs.
Manager of Customer Success July 2017 – August 2019
XAPPmedia, Inc.  ·  Washington, D.C.
  • Scaled Customer Success from 20 to 120+ customers representing $700K+ ARR while managing a team of 3 and overseeing delivery of 1,000+ voice applications.
  • Led department to "Excellent" Net Promoter Score across customer base ranging from enterprise to small media markets.
  • Partnered directly with the Chief Product Officer to prioritize roadmap initiatives, develop JIRA user stories, and drive platform improvements through customer feedback for 300+ platform users.
  • Brokered a strategic partnership between Amazon and Westwood One that generated 1M+ impressions during NCAA March Madness and earned an Amazon Alexa Innovation Award.
Director of Customer Success (Employee #1) July 2016 – July 2017
JabaTalks, LLC  ·  New York, NY
  • Built the Customer Success function from scratch as Employee #1, overseeing onboarding, implementation, product delivery, and support while growing to 15 customers and $100K+ ARR.
  • Converted unpaid pilots with Washington D.C. Public Schools and Georgetown University into $20K ARR in paid, referenceable customers through executive engagement and onsite relationship management.
Customer Success Manager August 2014 – July 2016
Kit Check, Inc.  ·  Washington, D.C.
  • Led implementations for 70+ enterprise hospital systems representing $3M+ ARR, managing onboarding, training, and adoption from sales handoff through go-live for organizations including Ascension, HCA Healthcare, and Advocate.
  • Reduced implementation time 25% by building a scalable enablement program using Articulate, training and certifying 5,000+ system users.
Service Delivery Analyst June 2013 – August 2014
The Northridge Group, Inc.  ·  Chicago, IL
  • Led $4M in executive engagements as the lead analyst across 5 Principals with a focus on customer experience and technology for Fortune 100 clients such as BCBS, United Healthcare, and CompTIA.
  • Increased customer satisfaction ~3% for a go-to-market pilot strategy for healthcare exchanges, following strategic recommendation to monitor Voice-of-the-Customer channels for earlier interventions.

Education & Certifications

Georgetown University  ·  Washington, DC May 2021
Master of Professional Studies, Technology Management  ·  4.0 GPA
University of Michigan  ·  Ann Arbor, MI May 2013
Bachelor of Arts, School of Literature, Sciences, & Arts  ·  3.6 GPA  ·  University Honors
Value Selling Certification 2024
ValueSelling Associates
Mastership in Customer Success 2021
Winning by Design

Technical Proficiencies

Gainsight, Salesforce, Tableau, BitQuery, Google Workspace, Smartsheet, Monday.com, Airtable, JIRA, Slack, Microsoft Office Suite, Claude Code, OpenCode, Gemini, ChatGPT, Gong, DocuSign, Notion, Loom, Articulate, Zendesk