I apply a background in customer success leadership, wellness coaching & user-centric communication to create engaging, informative, and delightful experiences that guide user to success with heath/fitness goals:

• 7+ years leading user engagement & customer success strategy for wellness products and SaaS solutions
• 12+ years of wellness expertise supporting hundreds with their goals via 1:1 coaching & corporate/nonprofit partnerships (in-person & virtual) 
• Founding team member of two tech startup companies with successful exits
• Published writer & content creator

I'm a wellness coach turned customer-success leader with 10+ years helping people and organizations thrive. I blend behavior-change coaching, empathetic communication, and strategic user experience design to deliver impactful support, strong customer outcomes, and measurable company wins.

I'm currently open to CSM roles supporting customers and partners of mission-driven brands. 

See below for an overview of my work, or feel free to explore the pages of my portfolio. 

 Click the icons below to send me an email or to connect on LinkedIn:

Through partnerships with wellness brands, I've helped to create mutuals wins for users and executives of mindfulness and yoga apps, nutrition supplements, meal delivery services, health insurance engagement programs, corporate wellness programs, and much more. 

My history of supporting people with using their wellness tools and apps goes back to my early days coaching in a gym, but co-creating Wishroute in 2018 is what brought it to scale.

Wishroute was created to bridge the gap between existing wellness tools out there and the human coaching that actually allowed customers to follow through. 

We launched the virtual wellness coaching platform in 2018 to support users via text, beginning with a direct-to-consumer cohort focused, then leveraging our habit-coaching methodology to partner with wellness brands, encouraging users to engage with those products for higher adoption & conversion

• Co-creator and founding team member (acquired by Suggestic AI in 2023)

• Directed User Engagement & Programming to align content, messaging and coaching support with the Wishroute methodology and brand voice
  • Designed 35+ 2-8 week programs of daily SMS messages and content to support goals for exercise, healthy eating, mindfulness and self care and sleep, while also supporting user's goals for wellness wearables (Whoop watches and step counters)
  • Led remote teams of part-time coaches to provide a supportive user experience and seamless brand persona through systemized team communication, learning & development materials, and live trainings/workshops.

Employee wellness programs

• Partnerships with various healthcare offices during the pandemic to prevent burnout for frontline healthcare workers
• Partnerships with Wellhub (formerly Gympass)
• Corporate presentations (Toast)

Mindfulness apps and streaming services (Prezence, Yoga Wake Up, Gaia)*

Nutritional products (GEM multivitamin)

Health insurance patient programs 

• diabetes management program using 9 Miles East meal delivery)
• Hosted winter wellness challenge for the Esplanade Association sponsored by Blue Cross Blue Shield of Boston

Various partnerships with Boston-based gyms/studios and private wellness coaches

Customer Outcomes: 119.5% increased in-app engagement across all partnerships; 7.2% average improvement of HbA1c levels for participants in diabetes management program; 20% increase in free-trial conversion for a meditation app ($1 million in potential revenue).

Wellness is where I have the most subject-matter expertise, but I find it equally rewarding to connect customers with the tools they need to grow their business.

Software and AI tools can appear intimidating for some, and others can be wary adjusting their tech stack, so at Popsixle I supported marketing teams to implement AI ad optimization solutions by using the same principles of wellness coaching: understanding the customer's goals, guiding them in the steps to follow through, and providing support for any obstacles in their way.

Following Wishroute's acquisition I joined Popsixle, another Techstars-backed Boston-based startup, to lead B2B customers in implementing Popsixle's AI tools (acquired in 2025 by ScaleCommerce Inc)

• 2+ years as Head of Customer Success leading customer communication & operations 
• Assisted stakeholders of e-commerce brands (mostly Shopify SMB) to improve ad performance in TikTok, Meta & Google using the Popsixle App and other solutions
• Supported the full journey: onboarding, implementation, conversion, and ongoing support, focusing on product knowledge and engagement to drive adoption, retention and growth
• Proactively coached, advise, and enabled customers to achieve optimal performance 

Account Management supported all accounts ( ~1,000 accounts in total) and multiple stakeholders, nourishing relationships with marketing teams ad agencies, clients and business owners, including C-suite execs

• Developed communication strategies to provide accounts with customized data reports and analysis with accessible resources relevant to their goals
• Served as customer point-of-contact via multiple channels, managing basic support (subscription, account changes, cancels, etc) as well as troubleshooting and escalation

Operations:  systemized customer facing-support and internal operations to reduce response time, strengthen efficiency and improve customer satisfaction

• Managed CRM database, customer onboarding process, customer-facing knowledge base and internal knowledge sharing (creating guides, ensuring continuity and assuring quality) 
• Led direction for new product rollouts/version iterations, successfully guiding customers through major platform overhauls (including the launch of the Popsixle App in Shopify, multiple subscription/pricing system upgrades and a CRM migration from HubSpot to Front.) 

Why startups?  What draws me to startups (and startup-like) culture is the same thing that makes me a great coach—a belief in something greater, and the will to make it happen. 

Startups can be an extreme sport, but dynamic cross-functional environments are a perfect match for my athletic mentality:

I thrive in dynamic cross-functional environments that rely on a balance of teamwork & entrepreneurial spirit. I regularly collaborated with Development/Engineering, Product and Sales/Marketing teams to create a seamless and engaging user experience through the full funnel

I enjoy applying creative ideas and emerging tech solutions to solve customer problems. That's the perk of working in a product-led environments with a bias for customer-centric programming!

I have the versatility to manage people, portfolios and process. I've simultaneously served as customer point-of-contact, internal advocate ("voice of the customer), project manager for CX operations, and mentor for CS associates.

I view all customers interactions and challenges as opportunities for growth & improvement. 

I'm not afraid to work without a playbook:

• At Wishroute, the emergence of the pandemic led to a quick pivot to at-home exercise programs and the development of our 30-day ""self-care" program, which became our employee wellness program for frontline healthcare workers.
• At Popsixle, I led the direction for new product rollouts, and successfully guided customers through major platform overhauls, including the launch of the Popsixle App in Shopify, multiple subscription/pricing system upgrades and a CRM migration from HubSpot to Front)

• Founding team member of 2 Boston-based Techstars-backed startups:
  • Popsixle: acquired by ScaleCommerce Inc, a software holding company backed by Virtus Financial Partners, Inc 2025
  • Wishroute: acquired by Suggestic AI in 2023
    • Co-created virtual wellness coaching platform Wishroute in 2018
      • Rated as one of BostInno’s “2022 Startups to Watch"
• Techstars 2021:  participated in the 12-week residency for startup accelerator Techstars as part of Team Wishroute at the The Roux Institute at Northeastern University (Portland, ME)

After more than a decade in the wellness space working as personal trainer, nutrition coach, yoga teacher, content creator and wellness startup founder, I'm proud to say I've supported thousands of people to improve their overall health and wellbeing though 1:1 programming, virtual platforms and brand partnerships. Whether I'm coaching a private session, presenting to an audience, or creating virtual programming for a broader community, I cater my Muscle & Mindset support to meet the message of the platform and needs of the recipient. 

My why: I know well how a commitment to better health can change lives—not just for the individual, but for their surrounding community.

Wellness practices have the power to transform a sense of self, opening doors for opportunities & possibilities that were never before achievable.  And the effects aren't limited to the individual: by unlocking the new pathways of potential for yourself, you also create a catalyst to brighten and uplift the lives of others around you, too. 

A better world can begin with you and that first workout.

Multi-certified personal trainer, nutrition coach, and yoga teacher delivering a balanced “Muscle & Mindset" approach: 

• Diverse coaching experience: I support all ages, genders and backgrounds with goals for strength training; body transformation/fat loss; student athletics; endurance & obstacle course racing; mobility; yoga & mindfulness; healthy eating; wellness habit change
• Wellness support in-person and virtual platforms
• Past partnerships include:  corporate HR nonprofit organizations, and student athletics (providing presentations, workshops, and health fair representation) 
• Launched Trainer Kait Fitness (TrainerKait.com) in 2024 to support virtual clients and create a wellness hub to share "muscle and mindset" content with workouts, mindfulness exercises and tips to support health & fitness habits  
  • 160+ original wellness videos on the TrainerKait YouTube Channel
  • Weekly Newsletter for "Monday Motivation"
  • Blog articles on The Goal-Getter's Guide
  • Social media content shared on Instagram and Facebook 

Shared stories—even as brand marketing—have the power to unite, inspire and improve our lives. 

My career in communications kicked off with a dream of writing for the health & fitness magazines that inspired my own wellness journey. Since then, I've leveraged my skills for communication to inform & empower an array of audiences, delivering concepts, tips & tools through the right tone and channel.

My strength as a writer is versatility—shaping content to meet the needs of different audiences, tones, and platforms. This includes:

• Editorial content: news, features, newsletters
• Digital marketing & brand content: social, email, ecommerce
• UX writing: SMS, product prompts, microcopy
• Support content: knowledge base articles & response templates
• Operational documents: Guides and SOPs (standard operating procedure)
• Training resources: L&D materials to supporting team onboarding and continuing education

• As a newspaper reporter I covered local news for 8 municipalities on Boston's North Shore, responsible for submitting two daily news stories for evening deadlines (plus features stories for business and health). 

• As a freelance health/fitness writer I submitted features for The Daily Item and held a weekly column in Your Tewksbury Today 
• At Wishroute, I created original content and copy for the daily SMS messages in 30+ health habit programs, plus copy for white-labeled brand partnerships and additional canned messages & content to meet customer requests
• At Popsixle as Head of Customer Success I created:
  • 30 comprehensive customer-facing guides to communicate product knowledge, and 200+ email templates to support the customer experience
  • 100+ internal process documents to improve operations and team knowledge-sharing

• For my wellness coaching business TrainerKait.com, I support a community of followers with a weekly "Monday Motivation" newsletter, plus regular blog posts with engaging wellness content