Raquel Carlson

I bring people, content, and creative systems together so teams can scale and ideas can serve the people they’re made for.

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I’m a content strategist and creative lead with 7+ years of experience turning complexity into clear, human-centered content and systems.

Over the past 7+ years in a high-growth SaaS environment, I’ve grown from frontline customer support into leading creative teams, shaping content strategy, and building customer education experiences used by millions. I bring together content, storytelling, systems, and creative leadership to help teams communicate better, move faster, and create work that’s both useful and genuinely human.I specialize in solving a few core challenges. When products are powerful but hard to understand or get started with, I turn complexity into clear, structured content that helps customers confidently engage and adopt. When teams are creating content without alignment, I build systems, standards, and workflows that bring clarity, consistency, and momentum. And when ideas are valuable but not landing, I shape messaging and storytelling that actually connects with real people—stakeholders, collaborators, and customers.I’ve led and developed creative teams, enabling writers, video producers, and collaborators do their best work through clear direction, thoughtful feedback, and collaborative systems that protect both quality and sustainability. I’ve found the best work happens when people feel connected to what they’re building, have the clarity to do so, and are trusted while they build it.That’s what I make possible.And I can still pour some lovely latte art if the office has an espresso machine.

Platforms I managed: Planning Center (2021-2025)

I led customer education programs and video production, serving 3.5M+ monthly users (with an incredibly talented team).
° Owned a large-scale customer education program including 1,000+ help articles and 15+ video courses, significantly improving self-service, helping Support teams to consistently meet a one-business-hour response SLA, and increasing customer confidence at scale.
° Drove 2.1M+ annual video views across platforms, significantly expanding the reach and accessibility of customer education content.
° Doubled YouTube subscribers from 10K to 21K, strengthening long-term engagement with educational and product content.
° Co-led product update rebrands and social campaigns that increased Instagram engagement by 230% in under a year.

On-camera presentation