Customer Success, Product Operations & Enablement Leader
Los Angeles, CA · Remote | linkedin.com/in/nancyfulton | nancy@nobetterfriend.com
SUMMARY
Customer Success and Product Operations leader with 20+ years of experience building onboarding, enablement, and adoption systems at scale. Proven track record supporting 60,000+ users, launching SaaS and IP-driven platforms, and creating SOPs, training, and documentation that improve adoption, retention, and operational efficiency. Excels in early-to-growth stage environments where products are strong but systems need structure.
CORE SKILLS
Customer Success & Enablement · Product Operations · Onboarding Systems · SOPs & Documentation · Community-Led Growth · Training & Knowledge Systems · Cross-Functional Leadership · SaaS & Subscription Platforms · Vendor & Third-Party Oversight · Google Workspace Admin
EXPERIENCE
Founder & Community & Customer Success Lead
No Better Friend Entertainment LLC | 2007–Present
- Built and scaled onboarding, training, and customer enablement systems supporting 60,000+ users, improving adoption, retention, and repeat engagement.
- Designed and delivered 160+ live and recorded trainings and webinars, frequently supporting 500+ registrants per event.
- Created SOPs, documentation, and learning infrastructure to support consistent onboarding and long-term customer success.
Product Operations & Enablement Manager
Confidential (IP-Driven Companies) | 2023–Present
- Led internal product operations and enablement for two IP-driven companies (~70 employees)
- Created SOPs, documentation, video training, and assessments to standardize complex technical and operational workflows.
- Owned system administration (Google Workspace, domains, internal tools) and supported mission-critical ecommerce platforms.
- Evaluated and remediated third-party development work to stabilize systems and deliver production-ready solutions.
Co-Founder & Operations Lead
November Media Inc. | 2011–2020
- Co-founded a fractional CTO firm supporting high-growth tech startups.
- Led operations, finance, compliance, billing, and vendor management.
- Partnered with engineering leadership to support agile development and offshore teams (11–16 developers).
Senior Mentor & Customer Enablement Lead
School for Creative Startups (UK) | 2007–2015
- Led customer enablement and support programs for 1,800+ startups across four countries.
- Built onboarding frameworks and scalable support systems; managed cross-functional advisory teams.
Co-Founder & Product Lead (SaaS & Enablement)
OpenCAD International Inc. | 1991–2009
- Co-founded and scaled a subscription-based SaaS platform serving 80,000+ professionals.
- Led product development, curriculum-as-product, and growth strategy.
- Licensed content to enterprise and academic partners including Autodesk, ITT Tech, and UCLA.
EDUCATION
UCLA — B.A. Economics