Heather Vaughn, CSM, CSPO

Heather Vaughn, CSM, CSPO has over 20 years of experience in the technology industry. Heather began their career in 2000 as a Telecom Engineer at MCI WORLDCOM Communications Inc. where they oversaw the activation of business internet connectivity, configured BGP4 on internet edge routers, and managed zone file configuration for customer DNS. Heather also tested and activated frame relay circuits. In 2005, they became the Owner of Greystar Kennels, a full-service dog boarding facility, and then a Customer Success Manager at BizActions LLC. In 2012, they joined Thomson Reuters as a Product Manager and Manager of Customer Success. In 2018, they joined Lytho as a Senior Product Manager, Product Manager, User Experience Researcher, and Manager of Customer Success. In these roles, they collaborated with internal and external stakeholders to manage the entire product lifecycle, define product concepts, and bring them to market. Heather authored and prioritized user stories with the agile teams, including setting acceptance criteria and creating test cases. Heather also managed incoming customer feedback and wishlist prioritization, ensuring product improvements solved the most pressing customer challenges to support the business's retention and expansion goals. Additionally, they created dashboards and reports using the product tech stack to understand behavioral analytics, identify product opportunities, and advise on improvements. Heather also managed a team of 10 Customer Success and Implementation Managers to ensure the consistent delivery and documentation of excellent customer service, client retention practices, and renewal/expansion efforts.

Heather Vaughn holds a Bachelor of Arts (B.A.) in Psychology from East Carolina University, which they obtained between 1994 and 1998. In addition, Heather has obtained several certifications, including Go-to-Market Certified | Masters from the Product Marketing Alliance in February 2022, Pendo Essentials from Pendo.io in October 2019, Certified Scrum Master (CSM) from the Scrum Alliance in April 2019, and Certified Scrum Product Owner (CSPO) from the Scrum Alliance in April 2019.