Ten years of
making customers stick.
Max Weiner is a Customer Success leader with 10+ years managing enterprise portfolios up to $18M ARR across SaaS and PaaS. He's grown Fortune 10 accounts, reduced churn with prediction models, and built the playbooks and health monitoring programs that help CS teams scale. Based in Washington, DC - currently figuring out what happens when CS meets AI.
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 strategy over 8 months, reframing the relationship and unlocking $3.9M in expansion ARR.
A global customer base of 1,100 accounts with no systematic way to identify at-risk customers before they were already churning.
Managed 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 requiring a distinct engagement model.
Built a high-touch success model driving EBRs, platform 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 program — 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.