About Me
With beginnings in customer service and hospitality, I found myself in a high-growth SaaS environment on the front line of customer support before going on to lead creative teams, shape content strategy, and build education and enablement experiences across a platform serving millions of people.I discovered that 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 people confidently engage and adopt. When teams are creating content or shaping customer experiences without alignment, I build systems, standards, and workflows that bring clarity, consistency, and momentum.I’ve found the best work happens when people feel connected to what they’re building, have the clarity to build it well, and are trusted while they build it.That’s the kind of work I care most about creating.And I can still pour some lovely latte art if the office has an espresso machine.
Recent Essays
Current Work
Inner Child Theater Camp
Executive Operations & Systems Manager | 2026–Present
I currently oversee the systems, project management, and customer experience infrastructure behind Inner Child Theater Camp, a fast-growing theater-based experience designed to help adults reconnect with creativity, play, self-expression, and authentic human connection.My work focuses on making operations more visible, repeatable, and scalable through:
• Camp launch and company operations templates in Asana
• SOPs, internal workflows, and support processes
• Cross-functional project tracking and team coordination
• Hiring and onboarding support
• Executive operations support and founder-dependency reduction
• Customer experience systems that protect both the camper experience and the team’s capacity as we grow and scale
Watch on YouTube: Kelly Clarkson Loves Inner Child Theater Camp For Grown-Ups
Selected Work
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 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
I co-managed and sometimes presented product updates
We had fun sometimes #notSarahMcLaughlin
I co-managed and sometimes presented product updates
Series I Co-produced
"Can I Talk to a Human?" — Meet our Support Team
PCU Clips — Training Video Snippets
New For You — Product Updates
Videos I Scripted
This video helped drive adoption of an important security feature, increasing account security, awareness, and reducing related escalations.
My Creative Life
I’m also a writer, musician, and published songwriter. My creative life shapes how I think about voice, audience, emotion, and connection.
More coming soon... for now here's where to find my creative outlets.