Career journey · 01/2022 – 07/2023
Keepnet Labs
Product Manager
Connecting a free-to-paid journey, customer health signals, and support operations in cybersecurity SaaS.
The role
Responsibilities and scope
At Keepnet Labs, my work spanned the customer journey from first touch to sales, then the signals and service processes that shape the ongoing relationship. I built a free-to-paid pipeline covering 11,000 users across 4,000 companies, initiated a health score with Vitally integration logic and feedback polls, and standardized ticket handling for a five-person support team. Product, marketing, customer success, sales, and support needed a common view of what each signal meant and who would act on it.
Where I focused
Map customer stages and indicators from first touch through sales handoff.
Make health signals and direct feedback usable; reported outcomes include churn falling by 30% and conversion rising from 2% to 3% in two months across the related work.
Organize tickets into three main and 25 subcategories with SLAs, Kanban, and L1/L2 support pools.
Selected work
Projects from this role
Free to Paid Pipeline ↗
Designing the journey from first contact to sales handoff for 11,000 users across 4,000 companies.
Keepnet Labs · Product managementCustomer Health Score Visualization ↗
Turning customer signals and direct feedback into a health score that teams could use.
Keepnet Labs · Support operationsSupport Ticket Standardization ↗
Giving a five-person support team consistent categories, priorities, and a visible ticket workflow.