Edinburgh, Scotland, United Kingdom
I'm the founder of Evergreen - helping software companies keep help centres accurate and up to date, across every customer language. I started Evergreen because I've lived the problem. Building and running the knowledge base at a fast-growing hospitality SaaS company - watching it deflect support tickets, power an AI assistant, and hold together across five languages. I learned what good knowledge infrastructure looks like, and how to do it at scale. Before that, twenty years making complex things easier to understand - through design, content, and the systems that hold it all together. I'm based in Edinburgh, Scotland. Always happy to talk to people working in customer success, support, or startups. And if you're interesting in football, running or horror movies, all the better.
Help centres are the quiet infrastructure of customer success - and most of them are quietly falling apart. Documentation drifts. Translations lag. Products ship faster than the knowledge base can keep up. I spent years inside a fast-growing SaaS company watching this happen up close, and building the knowledge processes to fight it. I'm building Evergreen to help customer success and support teams audit, maintain and improve their help centres - across languages, across releases, at a pace that keeps up with the product.
I built and ran the Mapal Knowledge Base — growing it from scratch into one of the company's most visited customer-facing channels, serving users across three languages and powering the Mapal AI assistant. That meant defining the strategy, making the internal case for investment, building the content creation workflows, and setting the quality bar - with limited dedicated resource. The role taught me how to think like a product founder: owning a roadmap end-to-end, managing stakeholders across the business, running agile ceremonies, and making decisions based on user data rather than instinct.
• Collaborated with the Chief Learning Officer on creative learning product strategy • Led recruitment of graphic, motion and UX design personnel across the team • Strategic input into the creative content roadmap
• Led a large creative team through a period of rapid company growth and post-acquisition integration • Drove the overhaul of the off-the-shelf learning media library with a mobile-first approach • Managed redesign of the corporate website and migration to a new CMS
Independent animation studio helping tech-oriented brands and organisations connect better with their audience. - Leading video and animation projects from concept to delivery with tangible results - Recruiting and managing freelance and full-time team members - Directing brand and marketing activity across web and social media - Developing lasting relationships with clients
Scotand’s animation gathering: the annual conference connecting animation professionals across all industries. - Directing brand and marketing activity: including print, website and social media. - Raising funding from private and public sector organisations - Coordinating and facilitating event planning, scheduling and ticketing
Leading two BA (Hons) Graphic Design modules over the course of one academic year, covering topics on motion design, animation, and film. - Coordinating forward-thinking academic content - Delivering regular classroom presentations - Facilitating and guiding student critique sessions - Building links between education and industry