Hi! I'm Kaegan, the human.

In-person support and repair at the Genius Bar. I became Canada's first dedicated iPhone technician within three months, and later Canada's first part-time Genius.

I had the highest daily response volume and satisfaction scores on the team. I was promoted to lead within nine months.

If you were an indie founder in the mid-2010s building on Stripe, you probably used Baremetrics. I built the entire customer success infrastructure and curriculum from scratch: a self-serve learning portal, automated onboarding emails, educational videos, and hands-on training sessions for founders.

I joined as employee 9, a jack-of-all-trades business hire, and moved into product as we scaled. I helped lead a voiceover rebuild, the Enterprise pivot, and self-serve monetization end to end, and owned product marketing in every era along the way. Head of Product at a company this size meant 60-70% of my time on day-to-day PM work (I always PM'd at least one or two teams), and the rest on strategy and managing a few PMs and product designers, two of whom I helped grow from intermediate to senior.

I never stopped doing IC work: I owned a core team's roadmap and backlog throughout, writing user stories, defining acceptance criteria, and staying close to the details of what shipped. In product I covered a lot of range: running a two-person growth squad, PMing up to two teams at once, and validating new ideas on my own or with a single developer.

A field guide from my Baremetrics years, written for the Baremetrics blog. I was automating customer success eight years before people started talking about agents.

Me on camera, walking through a new Lumen5 feature. I love to talk about the products I love.