Kaitlyn is the global director for Freshworks’ customer experience strategy, where she’s passionate about transforming the customer journey by streamlining and reducing friction. Prior to Freshworks, she was the Director of Products & Customer Success at AnsweriQ, an AI startup for customer support. Kaitlyn also spent ten years in the HR tech space and held various Product roles, including Senior Product Manager, Go-to-Market PM, and Technical PM. She also spent the first few years of her career in Account Management, where she established firm roots in customer advocacy. Her experiences in managing both customers and products gives her a holistic understanding of customer expectations and the nuances of delivering products to customers.Kaitlyn has an MBA from the University of Washington, and she’s a strong advocate for empowering women in the workplace.