Max WeinerCustomer Success Leader · CS & AI Strategist · Coach
I've spent about 12 years in Customer Success, and my career splits neatly into two halves: building from scratch in startups, then bringing that same builder instinct to enterprise accounts at public companies like Appian and Cloudflare, where I've sustained 120%+ net revenue retention across strategic books. I'm proactive with data, quick to become a trusted advisor, and increasingly putting AI to work. Simply put, I get stuff done.
Inherited a strained Fortune 10 account with complaints on billing transparency, support, and time to value, spanning many disconnected teams with no executive alignment.
Rebuilt trust over 8 months through a new operating cadence, EBRs, a custom billing module, and success planning, 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.
A Westwood One voice experience for NCAA March Madness on Amazon Alexa - a high-visibility launch Amazon was pushing to get live fast.
Led product design and the Amazon partnership as product owner, de-risking the build directly with Amazon and delivering an award-winning skill that reached 1M+ listeners.
The CS team relied on Smartsheet, a third-party project management tool used by 1,000+ internal users, with no internal alternative in place.
Built an AI-assisted replacement with Claude Code on Cloudflare's own infrastructure, hardened it with an engineer, and handed it to IT, eliminating ~$180K in annual spend.
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 onsite implementation time by a quarter.