Meagan Glenn

Founding Member

User Success @ Lavender | Mentor 🤝 | Helping startups create exceptional user experiences.✨

Ever shipped something you were proud of and then had no idea how to talk about it?

That was me. I built a portfolio during my job search and was too nervous to send it anywhere. Not because the work wasn't good. Because I didn't know if it would land.

Would a hiring manager see the impact? Would they get how I think? Or would they scroll past and forget me?

That's why Santiana and I built 𝐏𝐫𝐨𝐝𝐟𝐨𝐥𝐢𝐨™. We know what it's like to have great work and zero confidence in how to show it. Your work doesn't speak for itself. You have to translate it.

I'm also a fractional product lead for early-stage startups. I've helped teams increase activation by 92%, save 25+ hours a quarter in CS workload, and build roadmaps tied to revenue.

And I cohost 𝐓𝐡𝐞 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐏𝐢𝐯𝐨𝐭, where we talk to PMs about pivots, lessons, and the stuff that doesn't make it to the highlight reel.

If you're a PM figuring it out or a founder in the weeds, my DMs are open.

📧 meagan@prodfolio.io
🔗 justfractional.co | 🔗 prodfolio.io

Senior Program Manager, Success and Product 

𝐏𝐫𝐨𝐝𝐮𝐜𝐭:
Focusing on customer feedback to shape our product roadmap. 
Collaborating closely with engineering and design to guide product development.
Monitoring product performance and refining the product to meet customer needs.
Goal = build a product our customers want! 

🏅 Milestones 
⚡️ Created a quarterly Gantt chart for Product initiatives 
⚡️ Co-led a daily standup initiative to increase communication and efficiency
⚡️ Worked with the team to user-test a new design system
⚡️ Conducted user interviews and live testing 

𝐒𝐮𝐜𝐜𝐞𝐬𝐬:
Leading a team of CSMs and Success Specialists. 
Helping to develop new strategies, increase retention, and reduce churn. 
Oversee CS Ops.
Goal = keep customers, build new processes, and expand key accounts.

🏅 Milestones 
⚡️ Led the implementation of a CSP, Vitally (In progress)
⚡️ Merged a CX/CS team to create one aligned department
⚡️ Led a daily standup initiative to increase communication and efficiency
⚡️ Developed a Sales > CS handoff process that includes collecting success metrics

Meagan Glenn 💜

i'm hiring a content assistant for prodfolio. 

i've been doing everything myself - filming, editing, posting, writing, scheduling. it worked for a while but i'm at the point where the content getting out is a becoming a bottleneck. 

so i'm looking for someone to help so i can focus on other parts of the business. and yes, i'm hiring a human. 

part-time, contract, flexible. if you're in western washington - even better.

the full details are here, but feel free to dm any questions as well.

**recommend referencing the notion doc - linkedin's AI is being weird**

fractional product manager | cofounder @ prodfolio.io | cohost @ the product pivot

Freelance Content & Social Media Assistant

Agillitics

• Implement the change from Jira project management platform to Clickup.  Facilitate seamless adoption and operational integration.
• Establish the initial support and success department to improve customer service operations.
• Maintained SLAs for 24/7 support including well below the 30 minute first reply time for P1 issues. 
• Define and execute program requirements from inception to completion.
• Manage customer systems, processes, and policies to ensure consistent and efficient operations.
• Collaborate with cross-functional stakeholders to maintain effective communication and project alignment.
• Monitored and reported on key platform expenses, such as Snowflake, providing regular financial insights to leadership.
• Optimized client request queues to boost response efficiency and service throughput.
• Produced detailed monthly reports analyzing SaaS expenditures and highlighting significant trends.
• Concluded tenure following company-wide downsizing, impacting numerous positions.

Client Success Manager

Next Reason

• Drove a remarkable 75% team expansion to address organizational requirements and achieve optimal operational capabilities effectively.

• Streamlined operations and enhanced productivity - such as decreasing a weekly report time by 98%

• Collaboratively facilitated the transition to Milestone Based Billing with a Fortune 500 Client, resulting in a 200% quarterly revenue and enhanced financial predictability for both parties.

• Focused on Self-Serviceability and Scalability. 

• Decreased the time to Onboard Applications with process improvements & Self-Service Ability Options.

• Worked across team lines and became the Business Owner for Next Reason Adopt. 

• Naturally dug deeper when a customer presented a problem — working to understand the deeper root and underlying causes. Then focusing on ways to prevent the same question or issue from arriving in the future – with things including user education, product advances, and more.

• Translated broader business objectives into clear and achievable project milestones.

• Fostered and grew relationships across Product and Engineering functions for complex technical issue prioritization and resolution, knowledge building, incident engagement, new feature readiness, and product feedback.

• Oversaw Application Onboarding Pipeline, managed team capacity, monitored the Application Onboarding Process Quality and facilitated regular service reviews.

• Laid off due to company-wide financial restructuring affecting multiple employees; performance was not a factor.

Onboarding Manager

Hanso Home

• Enhanced customer satisfaction, doubling CSAT scores in a 9-month period through the introduction of effective customer success strategies.
• Successfully reduced refund rates to below 10% within a month, exceeding the target timeframe by over two months.
• Directed the transition to a new CRM system, ensuring seamless integration and provided comprehensive performance reports to executive leadership.
• Engagement ended upon contract fulfillment.

Head of Customer Experience

Springboard Benefits

• Lead internal initiatives to drive adoption/performance of new processes/strategies in order to reduce reply time and improve efficiency. 
• Advanced Customer Support programs, including omnichannel support, KPI reporting, knowledge base, etc. Improving Customer Experience, allowing them to self-serve, and gathering the data related to the improvements.
• Understood the customers, their use cases, jobs required in deployment, common pain points, and how business messaging/ user education can address customer needs. In order to improve the in-app experience, educate users, and create campaigns to best support them.
• Identified areas of potential improvement and led process change -both in processes and in-app. 
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions. 
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention. 
• Developed relationships across the entire Customer Experience organization, the Sales, Customer Success, Product, and Engineering departments to advocate for the best customer experience possible.  
• Supported and shielded the Dev Team, digging into issues and researching the source in the backend. Freeing the dev team from investigating, keeping them aligned on the current sprint while working on a resolution for the client.
• Performed audits on data. Ensuring all data was accurate before being communicated with the client or carrier partner.
• Assisted with the internal / backend system changes with a new vendor.
• Participated and documented progress with our EDI File Feed conversion project. Ensuring we could generate files with accuracy.
• Worked closely with engineering to prioritize tasks and plan improvements to the platform. 


Skills:
• Working across team lines
• Leadership
• Project planning
• Non-coding platform build-outs
• Documentation
• Client and Account Success
• B2B SaaS

Director of Client Support | Project Management 

Pigeonhole Software

Overview:
• Coordinated across teams to confirm and successfully achieve communications for customer satisfaction and retention.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
• Created and maintained the Knowledge Base.
• 1:1 Support for School Admins for demos, implementations, and follow-up questions.
• Oversaw the analysis, reporting and delivery of key program performance metrics of program to leadership, and cross functional stakeholders.
• Acted as a trusted advisor in addressing our customer's needs.
• Worked to track issues & project management with Azure and Trello.

Skills:
• Documentation build out and updates
• Customer Support and success
• Soft Sales with Demos for interested schools
• Implementation and project management
• Updating the CRM
• Outreach to potential clients
• Customer Feedback - bubbling up the feedback and being the voice of the customer 


Tools:
• Azure 
• Calendly
• Groove
• Close
• Loom

Customer Success Expert

First Class Flyer

Overview:
• Acted as the Voice of the Customer.
• Partnered closely with Product and Engineering teams to help shape our product direction on behalf of customers.
•Analyzed and synthesized data from multiple sources to understand customer support case drivers and the underlying causes.
•Utilized Full Story to proactively find pain points or areas of confusion for our clients.
• Anticipated and addressed customer pain points prior to feature launches.
• Identified areas of potential improvement and leading process change -both in processes and in-app.
• Represented the customer in cross-departmental meetings to ensure the customer is considered in business decisions.
• Achieved a high CSAT score averaging over 90%, while maintaining the 4-hour SLA during business hours.
• Modified the Dunning Campaign which decreased the time required by 75%.
• Created new training videos for new CS hires.
• Updated and created internal & external Help Desk articles – including internal SOPs, external FAQs, and more.
• Supported members via Zendesk. Averaging 107 tickets a week, with a 2.2 business hour median for first response.
• Created the process to gather reviews and implemented it on top of other daily responsibilities. Exceeded the goal of 100 reviews in the first month.
• Managed projects including but not limited to new features, new processes, and building marketing email funnels.
• Investigated technical issues and reported to the engineering team.
• Reported to C-suite metrics including but not limited to: KPIs, weekly ticket overview, project updates, CSAT, success stories, and more.
• Handled the full lifecycle of customers. Including onboarding, adoption, instructional training, renewals, upsells, churn, retention, and account management.



Skills:
• Project Management
• Working closely with Devs on Sprints

 



Tools:
• Asana
• WordPress and WordPress Admin
• Pingdom
• MailChimp
• ChargeDesk
• Recurrly 
• Stripe
• Zendesk
• RingCentral
• Active Campaign
• FullStory

Customer Support Manager

Genius Education (Formerly DDC)

Overview:
• SaaS Academic Account Manager for EdTech Company
• Documented existing and new features for schools and parents
• Worked closely with the product team to help improve the user experience -- including mobile UX
• Personalized platforms for individual schools, using SQL in the backend
• Project management and implementing Clients onto the software
• QA'ing new software builds before release
• Internal and external training





Skills:
• Documentation
• B2B SaaS
• B2C Saas
• Customizing SaaS
• Implementing Clients
• Project Management
• QA
• UX feedback - making things mobile friendly




Tools:
• Contentful
• Zendesk 
• Jira
• SQL Server 
• Figma
• Loom
• Zoom

Customer Support, Account Manager, & Documentation 

ClassDojo

Overview:
•	Established an average of 20+ tickets per hour when working in the inbox. Maintained a high CSAT score. Replied to questions in the Mentor's Facebook Group within an hour.
•	Triaged and resolved email requests from students, parents, teachers, Mentors, and School Leaders. Averaged over 500 tickets per week.
•	Assisted training new team members and assisted other team members with complex problems both internally and externally. 
•	Monitored and helped manage social media groups: Groups I supported included students, parents, 45,000+ teachers, 15,000+ Mentors, and 2,000+ school leaders. 
 


Skills:
• Learned SQL to work closer with the Dev team - digging into bugs to help speed resolution time
• Alerting relevant team members when there was site instability or the site was down
• Alerted the team about ticket themes so we could work to address the root cause
• Monitored Social Media to route user issues to the help desk
• Worked with the iOS and Android Beta groups
• Apple and Android customer reviews- replying from the company side




Tools:
• Zendesk
• Asana
• Trello
• Atlatissan
• Sendgrid

Tier 2 Customer Support

The Flex Company

Overview:
•	Maintained a high CSAT score of over 90% both on email and chat support.
•  Answered incoming calls, chats, and email tickets in Zendesk.
• Answered questions about the product, updating or canceling subscriptions.
• Followed FDA protocols related to inquiries.




Skills:
• Assisted with the transition from Intercom to Zendesk
• Empathy
• Tech skills
• Subscription Management
• Refunds 


Tools:
• Intercom
• Zendesk - Talk, Chat, Support
• Social Media - Facebook and Youtube 
• Stripe

Customer Support Specialist

 Natural Earth Laboratory

Overview:
• Handled the Amazon Seller Central messages - including but not limited to questions, refunds, returns, and more
• Worked on the international Amazon Platforms including .CA, .UK, and .Com
• Replied to Reviews left on the product pages
• Managed the social media platforms for the company

Skills:
• Refunds, Messages, and more on Amazon Seller Central
• Social Media Management

Tools:
• Amazon Seller Central
• Remote Desktop
• Facebook and Twitter

Social Media Manager & Amazon Customer Support

Holistic Customer Experience | Customer Success | Support | Self Service Ability & Scalability | Onboarding | SaaS & eCommerce | 🌟 People Connector | 🤓 Technical People Person | ♥️ Empathetic Manager | ENFJ

"Compelling relationship builder - who is an empathetic relator and committed multiculturalist. Collaborator and connector - who is committed to sparking team synergy. "

Instead of stuffy resume words - let's talk about who I am and what I love:

I'm Danielle. A geeky technical people person 🦄

🤓 I love to dig into the technical side of things - like when I learned SQL when I was working at ClassDojo. Since then, I have used SQL to customize SaaS platforms for customers, dig into errors customers were running into, and more! 

🗣 This people person is comfortable with talking to all levels inside & outside the company. I love connecting with customers, client stakeholders, C-suite internally, and more.

💥 One of my superpowers would be how I like to meet people where they are at. I can take complex ideas/processes and break them down in a way that is accessible to everyone. (Maybe this comes from the fact I went to college to be a teacher?)

💫 I have focused on the customer experience side throughout my 12+ years working remotely. This includes Customer Success, Support, Onboarding, and more. I like to proactively work to improve the customer experience and collaborate cross functionally.

🤝 Working at startups has allowed me to flex and learn so much! I love a good challenge & rise to the occasion. Focusing specifically at SaaS or eCommerce startups has been so much fun -- and I am looking to continue in this realm!

💻 I am a big advocate for #growthmindset! I love to learn & am always searching for something new to learn. Specifically, I love digging into other tech things. I have experience with a host of things like Databases, QA or Beta Groups, Data Management, Solutions Deployment, APIs, Datadog, Amazon Web Services (AWS), Intuit Mailchimp, WordPress, and more. ( 😂 I started my website as a fun project when Covid hit!)

🗯 I default to action & like to proactively improve the customer experience. I love using tools like FullStory to see what users are running into & identify areas we can improve. Collaborating with the Product Team is also one of my favorite things to do! Plus, getting ahead of any new features before they ship - so, working closely with engineering to test and document the in's & out's before the release.

🚨 Work smarter - not, harder. I am always on the lookout for a way to improve processes! I get such a thrill out of streamlining and making those types of improvements. 🕛 Remind me to tell you more about the time I took a 7+ hour weekly report down to a 15-minute process.

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Danielle Ansley

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Danielle Ansley

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Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Meagan Glenn 💜's LinkedIn Performance

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