Xander Maas

At Liquid, I own Customer Success for 500+ companies and 1,500+ CFOs and finance leaders, combining high-touch key-account work with a scaled self-serve motion. I reduced gross churn by 35% by using product-adoption data and customer context to identify and support at-risk accounts early.

I built Liquid’s account-health capability from zero in PostHog, created onboarding and lifecycle automations with n8n and HubSpot, and turn recurring customer pain into structured product input and working feature demos.

Previously at Shine (formerly Tellow by Ageras), I led Operations across Customer Success, Support, Sales, and Tax for 100k+ users, managing eight people and building the CX scale engine that supported growth from 20k to 100k+ users. I improved support response time 8x, reduced time to close 24x, and built automated revenue recovery that saved 40 hours per week and increased recovery 5x.