Founder Experience
Nearly a decade turning technology into operations, adoption, and outcomes.
MAC Endeavors is built on nearly a decade of experience helping people and organizations turn technology into better operations, stronger adoption, and measurable business outcomes. This page goes deeper than the summary on the About page.
That experience spans independent entrepreneurs and owner-operators, through SMBs and multi-location organizations, up to large enterprise SaaS relationships — across communications, automotive technology, marketplace operations, AI, automation, and revenue operations.
It started at Uber — helping independent owner-operators adopt new tools and processes to grow their own income, while watching a rapid-growth company implement systems to scale at record pace. That included assisting in implementing and tailoring market-specific processes, hands-on work that shapes how you think about adoption today.
From there, it moved into a more technical role focused on API keys, troubleshooting, SQL tables, and automated customer communication, leading into phased CRM rollouts across large multi-location dealership groups for DriveCentric’s AI-enabled CRM, including rollout projects cascading over 10 storefronts — with the stakeholder alignment, training, configuration, and change management a rollout at that scale requires.
That path led most recently to Aircall, managing a $3.5–$4M B2B SaaS customer portfolio, with 109% net revenue retention and a President’s Club recognition for portfolio performance — working across retention, expansion, adoption, renewals, and customer communications for a cloud phone & call-center platform, including hands-on work with AI-assisted workflows and AI voice technology.
MAC Endeavors is what happens when that whole arc — Uber, to multi-location dealership groups, to enterprise SaaS — gets applied to growing businesses that don’t have a large internal team of their own.
Roles at a Glance
Where this experience was built.
Uber
Operations & Support
High-volume, process-driven operations at consumer scale — helping independent owner-operators adopt new tools to grow their income while a rapid-growth company scaled its systems and market-specific processes at record pace.
DriveCentric CRM
Customer Success
Rollouts across large multi-location dealership groups for DriveCentric's AI-enabled CRM, including rollout projects cascading over 10 storefronts.
Aircall
Senior Customer Success Manager
B2B SaaS retention, expansion, and net revenue retention for a cloud phone & call-center platform, including AI-assisted workflows and AI voice technology.
AI & Automation Adoption
Turning emerging technology into practical process.
- Led adoption of AI-enabled products, including AI-assisted customer workflows and AI voice technology.
- Advised on CRM automation, workflow triggers, pipeline automation, automated customer outreach, reporting, and communications workflows.
- Worked with early AI capabilities in automotive SaaS before the current generative-AI boom.
- Identified opportunities to automate internal customer-success processes, including business-review preparation and customer lifecycle workflows.
- Focused on translating emerging technology into practical business processes rather than adopting tools for their own sake.
Enterprise Implementation
Leading rollouts at real organizational scale.
- Led phased SaaS implementations and maintained post-launch relationships for multi-location organizations spanning over 10 locations.
- Managed stakeholder alignment, project plans, configuration, training, reporting, adoption, and change management.
- Worked directly with business owners, executives, directors, sales leaders, and operational stakeholders.
- Helped organizations transition from legacy processes into new CRM, reporting, communication, and automation workflows.
Workflow & Operations Consulting
Finding the friction and redesigning around it.
- Advised executives on CRM architecture, lead-source tracking, sales pipeline structure, automation triggers, outbound communication, reporting, and operating processes.
- Identified workflow bottlenecks and designed operational changes to reduce friction and improve outcomes.
- Tailored and adapted an onboarding workflow from another market that produced a significant improvement in first-trip conversion.
- Identified a regulatory onboarding bottleneck, became a Notary Public with company approval, and created an in-office process to reduce customer friction.
- Helped move operating teams from ad hoc processes toward structured huddles, KPI reviews, training, escalation workflows, and dedicated follow-up processes.
- Built internal documentation, SOPs, checklists, knowledge resources, and training materials when formal resources were limited.
Customer & GTM Operations
Owning the number, not just the relationship.
- Managed a $3.5M–$4.0M ARR SaaS portfolio with responsibility for retention, expansion, forecasting, adoption, risk management, and executive relationships.
- Earned President's Club recognition for highest net revenue retention in North America.
- Received recognition as a top add-on revenue performer.
- Historically generated approximately $23K–$27K in quarterly expansion MRR.
- Turned around a major at-risk account, expanded the relationship by approximately $9K MRR at renewal, and later grew the broader relationship across affiliated organizations to approximately $26K MRR.
- Led complex discovery, success planning, QBRs, renewals, expansion strategy, and executive alignment.
- Designed and proposed improvements to Sales → Implementation → Customer Success handoffs.
- Identified opportunities to improve lifecycle management, customer segmentation, business-review preparation, and internal automation.
AI, Communications & Customer Experience
Where automation meets a live conversation.
- Worked with AI-assisted communications and AI voice-agent solutions.
- Designed customer workflows combining automation and live-agent escalation.
- Worked across communications infrastructure, messaging, CRM integrations, automation, routing, reporting, and customer-experience workflows.
Security, Compliance & Enterprise Readiness
Comfortable in front of an enterprise security review.
- BAA / HIPAA-related requirements.
- SOC 2 documentation and enterprise security review processes.
- Penetration-test documentation.
- GDPR considerations.
- Security questionnaires and procurement reviews.
- A2P 10DLC registration and messaging compliance.
- Telecom / carrier requirements.
- Coordination with Legal, Security, Solutions Engineering, Implementation, Support, and executive stakeholders.
This reflects experience navigating these processes alongside dedicated Legal, Security, and Solutions Engineering teams — not performing security audits, authoring compliance documentation, or acting as legal counsel.
Change Management & Enablement
Managing the human side of a rollout.
- Built and delivered one-on-one and group training programs.
- Created onboarding materials before centralized resources were available.
- Trained and mentored colleagues and became a recurring subject-matter expert and escalation resource.
- Built internal knowledge-base content, checklists, SOPs, and enablement material.
- Presented best practices internally at company-wide and sales-focused events.
- Helped stakeholders understand new KPIs, reporting methodologies, and workflow changes.
- Managed the human side of implementation: stakeholder alignment, communication, training, adoption, and reinforcement.
Cross-Functional & Leadership Experience
Operating across every function a rollout touches.
- Worked across Sales, Product, Solutions Engineering, Implementation, Customer Success, Support, Legal, Security, Payments, Safety, Marketing, and Operations.
- Selected based on performance and seniority for cross-market operational assignments in Seattle, Denver, Louisville, and Salt Lake City.
- Shared best practices between markets and brought successful operating processes back to the home market.
- Served as a peer mentor, escalation point, subject-matter expert, and informal operational leader throughout multiple roles.
- Participated in internal Uber leadership development led by Harvard Business School professor and then-Uber SVP of Leadership & Strategy Frances Frei, on an optional basis, during Uber's organizational transformation.
This was internal leadership-development training, not a Harvard Business School degree, certification, or executive-education credential.
By the Numbers
Outcomes from that path.
$3.5–$4M
Managed SaaS ARR
109%
Net revenue retention (Q4 2024)
President’s Club
Top-ranked for portfolio performance & add-on revenue
Multi-entity
Onboarding & adoption programs led
These outcomes were achieved during Corey McKnight’s prior roles at Uber, DriveCentric CRM and Aircall. MAC Endeavors client results will be published separately as engagements are completed.