Max WeinerCustomer Success Leader · CS & AI Strategist · Coach
I, along with 1,100 of my closest friends, was part of a "reduction in force" in May. While never a fun experience, this wasn't my first rodeo, and severance bought me a few months and no meetings, so I'm rebuilding this site.
While I don't intend to become a LinkedIn influencer, it was time to rebrand this website from a grad school project into something more using AI. I consider myself a builder - whether customer success playbooks, value for customers, or something more impactful - I like sweating the details, digging into the data, and working with people to make something better.
When I coach job seekers, I often remind them of the powerful phrase "for now."
For now, I'm using this site as a creative outlet - a place to experiment with AI and web development, share a bit of the work I'm proud of, and generally see where the road takes me. A few career highlights are below; the full story lives on my resume, and if you're curious, the Archive up top is a 2019 site I built for a grad school marketing class (my mom's lasagna recipe included - worth a click).
Ten years of
making customers stick.
10+ years managing enterprise portfolios up to $18M ARR across SaaS and PaaS - growing Fortune 10 accounts, cutting churn with prediction models, and building the playbooks and health programs that help CS teams scale.
A stalled Fortune 10 relationship with fragmented stakeholders, unclear value, and no executive alignment across multiple product lines.
Led cross-functional alignment and executive engagement over 8 months, reframing the relationship and unlocking $3.9M in expansion ARR.
A global base of 1,100 accounts with no systematic way to flag at-risk customers before they were already churning.
Led a 3-person team to build 9 health monitoring tools, including a prediction model that retained $15M+ ARR through early intervention.
Six strategic enterprise accounts across Financial Services, Life Sciences, and Supply Chain, each needing a distinct engagement model.
Built a high-touch success model driving EBRs, adoption, and success planning that expanded usage by 2,000+ users and $1M+ in services.
The CS team depended on a third-party project management tool used by 1,000+ internal users with no internal alternative in place.
Spearheaded an AI-assisted initiative to build and deploy an internal replacement, eliminating the recurring software cost entirely.
70+ enterprise hospital implementations with no standardized training - onboarding time was inconsistent and bottlenecked on the CS team.
Built a scalable certification program using Articulate that trained and certified 5,000+ system users, cutting implementation time by a quarter.