Side
project
mindthegap.fyi
An interactive map of the gaps in Metro Vancouver's transit coverage. Built over a weekend. Where transit falls short, made visible.
Visit mindthegap.fyi ↗Line guide · Selected work
Things I've shipped.
I build products and the stories that sell them. Eight years shipping an AI-first video creator at Lumen5, from IC work across product and marketing to leading the department. Below: the route that got me here, four case studies, and the things I build for fun.
E line · Experience
The route here
Support taught me customers. Marketing taught me story. Product taught me to ship. The order matters: I learned what people need before I ever got to decide what gets built.
2010–2013
Apple
Genius
In-person support and repair at the Genius Bar. Canada's first dedicated iPhone technician within three months, and later Canada's first part-time Genius.
2013–2014
Hootsuite
Lead Customer Advocate
Highest daily response volume and satisfaction scores on the team. Promoted to lead within nine months.
2014–2018
Baremetrics
Customer Success & Marketing
Built the entire customer success infrastructure and curriculum from scratch: a self-serve learning portal, automated onboarding, educational videos, and hands-on training for SaaS founders. Read the entire Stripe API documentation to speak the same language as our customers.
2018–2026
Lumen5
CS → PM → Senior PM → Head of Product
Joined to build customer success, left running the product department. Led the voiceover rebuild, the Enterprise pivot, and monetization end to end, and owned product marketing in every era along the way. Managed the team of PMs and designers, helping two grow from intermediate to senior.
NEXT STOP
Open: product leadership, high-agency PM work, or product marketing at a company worth being loud about. human@kaegan.ai
E line · Case studies
Four stops worth the detour
The work I'd want to be asked about in an interview, written up properly. Directional numbers where I can share them, reasoning everywhere.
The voiceover rebuild
Lumen5's signature format was going stale. We rebuilt the product around AI voiceovers, and paid conversions jumped about 40%.
Ride the line →Freemium to Enterprise
Teaching a self-serve product to sell to KPMG. Five years of strong double-digit growth followed.
Ride the line →Pricing & monetization
Credits, paywalls, and free limits. Monetization owned end to end, from the margin math under AI features to the A/B tests.
Ride the line →Product marketing, from zero
Landing pages and launch emails as a team of one, then hiring the function into existence.
Ride the line →G line · Garage
Built for the joy of it
Side projects, designed and shipped end to end. (A transit obsession may be showing. It's a hobby, not a job requirement.)
Side
project
FleetPulse
A transit fleet-management dashboard concept: 300 buses across two garages, real-time status, preventive maintenance ranked by urgency, and a live work-order pipeline. Data-dense by design, end to end.
Visit fleetpulse.fyi ↗This
site
kaegan.ai
A transit-map portfolio with a station agent answering questions about my work, streamed live from the Claude API. You're riding it right now.
Back to the map →Agents
The job-search pipeline
A crew of Claude agents that discovers postings, scores them against my profile, and files everything in Notion, while another agent watches my inbox and keeps statuses in sync. I still write every application myself. The point is applying to fewer jobs with more focus, not more jobs with less.
A line · Approach
Dispatches
Things I've written and said out loud.
2017
Automating support and onboarding with Intercom
A field guide from my Baremetrics years, written for the Baremetrics blog. I was automating customer success eight years before everyone started calling it agents.
Read it ↗Video
On camera for a Lumen5 launch
Me on camera, walking through a new Lumen5 feature. I like launches shown, not described.
Watch it ↗The full record lives on paper. The human lives at human@kaegan.ai.Download résumé ↓