Manager, Client Success & Operations · Riverside, CA (remote)
Meg Kennedy
You've probably seen my resume, so here's the version with stories. I lead a team of 8 at Tom Ferry, a real estate coaching and SaaS company, where most of my job is finding where clients get stuck and getting the right team to fix it. I also build tools with AI so my team can spend less time on busywork and more time talking to people.
Outside work I run newcomer onboarding for a 1,200-member historical nonprofit, mostly in medieval clothing. More on that further down.
Case studies
01
Login problems on Pivot traced back to the webinar setup
The problem
Pivot is a webinar subscription product with about 350 subscribers. Members kept hitting login problems on the Zoom webinars, and the same tickets kept coming back.
What I did
I manage Pivot and handle tier 2 support, with a part-time teammate on tier 1 and check-in calls. The login problems traced back to how the webinars were set up in Zoom, which belongs to our Curriculum & Training team (they run content and learning management). I used Claude to pull support cases and voicemail transcripts into a client-feedback report, took it to Curriculum & Training, and asked them to change the setup.
What changed
0webinar support cases a week, down from 30
They changed the setup, and the cases stopped.
Tools
Zoom
Salesforce
Claude
02
A template got coaches using a feature they'd skipped
The problem
Our client SaaS product added pre-session forms for coaches, and few coaches used them. To use the feature at all, a coach first had to build a form from scratch.
What I did
New coaches, and plenty of experienced ones, were never going to build a form from scratch. Most wanted something they could set up in a few clicks, so I suggested a Tom Ferry recommended template. Building it wasn't my call. Product, Coaching, and Curriculum & Training built it from existing forms and coach feedback. Once it was ready, I pitched it to coaches on a webinar. I've supported these coaches for years, and they take my recommendations seriously.
What changed
26of the 56 coaches using the feature now use the template
That nearly doubled adoption. None of them switched over from a custom form; they were new to the feature.
Tools
Our product's form builder
Coach webinar
03
Business analyst for a company-wide systems rebuild
The problem
The company rebuilt most of its systems in one project: Salesforce, HubSpot, Five9, Shopify, Stripe, Absorb LMS, the public website, and the member-only client SaaS product. Someone had to translate between the people who use these systems and the contractors building them.
What I did
I was the internal business analyst and project coordinator, turning business needs into technical requirements for offshore contractors. On Five9, a 60-user deployment, I worked with Five9 and the implementation contractors to define call routing, the phone tree, IVR, and queues around the reasons clients actually call. I ran acceptance testing; the contractors did the configuration. On Absorb, our client-facing LMS, I led adoption training and still collect client feedback on how courses are tagged and organized.
What changed
Everything launched. I still monitor it and send bugs and workflow gaps to the right technical owner.
Tools
Salesforce
HubSpot
Five9
Shopify
Stripe
Absorb LMS
04
Tools that give my team more time with clients
The problem
My team handles dozens of case types, from payment declines to cancellations to coach check-ins, and each one has its own steps, policies, scripts, and Salesforce notes. Keeping all of that straight took attention away from the person on the phone. None of it was big enough to get developer time.
What I did
I build these with Claude. Claude writes the code; I decide what each tool does, test it, and fix what breaks. What's Next walks a rep through any case or call: what to say, which policy applies, what to do after, and a Salesforce note ready to paste. Daily Desk is my own dashboard. Twice a weekday it gives me one ranked list of replies waiting, stuck cases, clients at risk, and things I promised in meetings. It drafts replies but can't send anything; I decide what goes out. My part-time Pivot teammate gets an AI-generated call list each morning, so she knows which subscribers to check in with.
What changed
My Pivot teammate finishes her call list every day and has asked for more. Those calls have turned up a subscriber testimonial and feedback, recorded in the call transcripts, that we're using to guide product decisions for Pivot.
I packaged Daily Desk so another manager on our team can set up their own copy in about half an hour, scoped to the groups they oversee and drafting replies in their own voice.
What's Next is still in testing and close to launching for the team. I'm turning it into a Chrome extension that fills in Salesforce fields more directly, with fewer clicks.
Tools
Claude
Salesforce
HTML and JavaScript
Slack
Zoom
Five9
05
Running the SCA's five days at WorldCon
The problem
The Society for Creative Anachronism took a five-day presence to WorldCon (LAcon V, August 2026, at the Anaheim Convention Center). That meant a makerspace, a fan table, a combat demo, and a panel, all staffed by volunteers.
What I did
As event lead, I was the program manager for nearly 70 volunteers across those four areas, plus scheduling, insurance, and the floor plan. It was volunteer work, on top of my role as Kingdom Chatelaine for Caid.
What changed
We've seen at least 20 newcomers across Caid who found us at WorldCon.
Tools
Google Docs
Claude
The fan table. I'm in the back row, second from right, in green.The combat demo crew. I'm the one in the back row with my tongue out. You'll see this face again further down.
Things I've built
The first three are live and public, so click around. The last two are internal to my team; case study 4 explains them.
I read the tickets. Patterns show up in cases and voicemails well before they show up in a report, so I go looking, then take what I find to the team that can fix it.
I'd rather fix the setup than get better at apologizing for it.
My favorite fixes help people use the tools they already use, but better and with fewer clicks.
I lead 8 people, including 2 supervisors. I wrote our SLAs and escalation workflows so nobody on the team has to guess what happens next.
I'm the escalation point when something technical breaks anywhere in the business, so a lot of my week is spent between the people who use a system and the people who build it.
Once a year I train staff with very different comfort levels with tech to support 3,000+ people on the Summit livestream.
I've worked directly with Stripe and Shopify on billing. I haven't owned financial controls.
The part that isn't on my resume
For 11 years I've been the person people find when something is broken and nobody's sure who owns it. I like that job enough that I signed up to do a version of it for free.
Outside work I'm Kingdom Chatelaine for the Society for Creative Anachronism's Kingdom of Caid, about 1,200 members across Southern California. I've been in the SCA since 2005 and have held volunteer offices since 2014, starting as a baronial web officer. As Chatelaine I welcome newcomers, help them find their people, and keep the volunteer officers who do that organized. This August I also ran the SCA's five days at WorldCon, with nearly 70 volunteers and more armor than a convention center usually sees.
My SCA persona is a 16th-century Ottoman woman, and most of what I make is her wardrobe: caftans, şalvar, hats, and a lot of embroidery and goldwork. I've also aged my own halloumi and painted goat skin shadow puppets for a Karagöz play I wrote. I research a project before I make it and write it up so the next person can start where I left off. That work has won three baronial Arts & Sciences championships since 2024, and it all lives on my SCA site, Rayhana's Repositorium.
I also like heavy metal, puzzle games, and cats, in no particular order.
Photographic evidence
Off the clock. The ears are not standard issue.At a metal show. Good practice for a support queue on launch day.My embroidery, plus coffee. I'll unpick a whole row to fix one stitch, and I'm like that about workflows too.Summit 2026 control room. Somewhere out there, 3,000 people are refreshing the page.Ancient Minoan garb I made, at an SCA event. As Chatelaine, I make sure first-timers have someone to sit with.Fire drill. I'm on the office emergency response crew and ran our floor's rally point, checking off everyone who made it down. An SLA with stairs.Pride, with the glitter to prove it.Accepting thanks for a password reset with the appropriate amount of humility.The tier 2 support uniform: headset, cat sweater.The face I make when someone tells me the bug fixed itself.At the Getty Villa. Mirroring is a real de-escalation technique, and it works on ancient terracotta too.Somebody has to point out the camel in the room.
Questions people ask
What kind of role are you looking for?
Customer Success, Support Operations, a CS or Support Ops lead role, or onboarding, at a SaaS company, remote. If you're in real estate or proptech, I already know the industry.
Are you an engineer?
No. I'm not a developer, but I'm comfortable with technical work. I build working tools with AI, write requirements engineers can use, and know when something needs a real developer.
Is AI going to replace your support team?
Not if I'm running it. I use AI to take busywork off my team's plate so they have more time for clients. My tools draft replies; a person reads, edits, and sends them. Nobody has ever called in asking to speak with a Google Sheet.
What on earth is a Kingdom Chatelaine?
A volunteer office in the Society for Creative Anachronism, a historical education nonprofit. I run recruitment, newcomer onboarding, and the volunteer officers for about 1,200 members across Southern California, and have since 2024. It's onboarding and volunteer management, in costume.
Why spend 11 years at one company?
It kept being a different job. I've had five roles there: client success, operations analysis, product support, support supervision, and management. I also moved our coaching sessions from phone to Zoom in 2018, well before everyone else had to.
Anything before Tom Ferry?
Six years running retail operations at Jo-Ann Stores, with a team of 25 to 30. When the store manager left suddenly during the 2011 holidays, I ran the store as acting manager. December in a craft store is good training for a support queue.
When can you start?
As soon as I've given Tom Ferry proper notice. I'm ready for what's next.
Experience at a glance
Five roles in 11 years at Tom Ferry, and six years in retail before that.
2023 to nowManager, Client Success & Operations Tom Ferry
2022 to 2023Digital Support Supervisor Tom Ferry
2018 to 2022Product Support Lead Tom Ferry
2017 to 2018Operations Analyst Tom Ferry
2015 to 2017Client Success Representative, then Lead Tom Ferry
2009 to 2015Operations Team Leader (Assistant Store Manager) Jo-Ann Stores
