Grain is a video-meeting intelligence platform. I built customer experience from scratch and was promoted to Head of CX, and I ran it as a voice-of-the-customer engine feeding the product roadmap. In design reviews I wore the customer's hat, surfaced the patterns we kept hearing, and pointed at the holes before they shipped.

The bigger job was plugging them. The product spanned a lot of platforms and the telemetry was a soup of inconsistent events, so I wrote the SQL to extract the events and attributes that actually meant something, then used reverse-ETL to sync that warehouse data into our messaging platform. Accurate data in, relevant messages out.

On that foundation I designed the lifecycle communications the product had been missing: onboarding, activation, and trial and workspace notifications, triggered by where someone actually was in the product rather than a generic blast. I set up the measurement framework so we could tell whether any of it moved the needle.