Showcase
Scaling Lead Gen Agencies
Case study coming soon!
Context
The product
CoPilot AI is a SaaS platform that helps businesses generate leads and build relationships through AI-powered LinkedIn outreach. Just like email, LinkedIn is a key sales tool—but for lead generation agencies managing outreach at scale, the process can be complex and time-consuming. This project focused on optimizing that workflow for agency users, a growing customer segment.
In the early phase, we started with a small, focused team to define the problem space before involving the broader team to ensure alignment.
The Problem
Lead generation account managers lacked an efficient way to oversee and manage their clients' campaigns, making their workflow cumbersome and time-consuming. Without a dedicated account overview, they had to rely on inefficient workarounds—constantly switching between accounts using a dropdown or even adding themselves as members to client accounts just to see what their clients were experiencing. This fragmented approach not only slowed them down but also created friction in managing multiple campaigns, reducing overall productivity and effectiveness.
Additionally, the project had to be developed with limited resources, especially in the beginning. There weren’t enough engineers available, nor even a dedicated product manager, as most resources were allocated to our core product. This meant that I had to take on much of the initial discovery work solo—researching and identifying key opportunities that aligned with both business and user needs. I compiled my findings into a strategic report and designed a Minimum Usable Product (MUP), which was tested before I could bring a team on board to further develop and scale the solution.
My Role
I played a key role in defining and driving this initiative, ensuring that our solution effectively addressed the unique challenges of lead generation agencies.
Identified the Opportunity & Led Discovery Research – Recognized a gap in the market and conducted in-depth research to understand agency workflows, pain points, and opportunities, shaping the problem space before broader team involvement.
Defined Product Strategy & Initial Roadmap – Translated research insights into a clear product strategy, outlining priorities and a phased approach for development.
Helped Create a New Team Workstream – Collaborated with leadership to assemble the right mix of engineering, product, and design resources, establishing a dedicated workstream for this new segment.
Impact
10× Business Growth – In collaboration with the GTM team, the Lead Gen Agency segment grew from 4 to 43 accounts. Some customers managed hundreds of client accounts, and the segment now contributes 50% of total MRR.
Scalability for Customers – Agencies could expand operations, onboard more clients, and run campaigns more efficiently with a platform tailored to their workflows.
Team & Operational Growth – We hired two account managers and launched a dedicated workstream, which I initiated and later transitioned to a designer I mentored for continuity.
Solution
To streamline account management and campaign tracking, we introduced Account Dash, a dedicated view designed to improve efficiency for Lead Gen account managers.
Key Improvements:
✅ Clear Account Separation – User testing revealed that merging agency and client campaigns created unnecessary complexity. Account Dash provided a distinct view, ensuring managers could easily focus on their clients' accounts.
✅ Key Data Visibility – Critical information, such as active accounts and error messages, was surfaced upfront based on user feedback.
✅ Improved Navigation – While a default view per account manager was initially planned, we introduced a dropdown filter in the first release due to time constraints, allowing for easier account switching.
By reducing friction and cognitive load, Account Dash enabled account managers to work more efficiently, access relevant insights faster, and better support their clients.
After laying the foundation for this project and defining the roadmap with key problems to solve, I brought in a designer from my team to lead the workstream for the Lead Gen Agency customer segment. She collaborated with a PM, an EM, and two engineers to drive continuous improvements.
With my support and guidance, she took ownership of this segment, refining the product to better serve Lead Gen Agencies.
The image below highlights some of the next-step improvements she designed for this view.
To enhance performance and provide detailed insights for each Lead Gen client account, we consolidated key metrics onto a dedicated page. This helps account managers track campaign results more efficiently. Additionally, we introduced shortcuts to their most-visited pages with impersonation features, streamlining workflows for a smoother user experience.
To enhance performance and provide detailed insights for each Lead Gen client account, we consolidated key metrics onto a dedicated page. This helps account managers track campaign results more efficiently. Additionally, we introduced shortcuts to their most-visited pages with impersonation features, streamlining workflows for a smoother user experience.
Collaborating & Mentoring a Designer Through Transition
At the start of this project, the designer I managed wasn’t yet involved, as she was focused on another product area alongside a different PM and engineering team. Once her capacity opened up, I gradually introduced her to the project.
I began by sharing my initial research and context, then invited her to co-lead user testing sessions with customers from this segment. I guided her in synthesizing findings—combining user test metrics with qualitative methods like interview coding and thematic analysis—so she could deeply understand the audience.
Once she was familiar with the problem space and the customer mindset, I transitioned ownership of the project to her and established a new dedicated workstream for this segment. We’ve continued to collaborate closely, regularly reviewing the design roadmap and vision to ensure alignment and cohesion across the product experience.