Full-Service Digital Accessibility Platform
After merging with eSSENTIAL Accessibility, Level Access became the world’s largest B2B SaaS digital accessibility product. As a Platform PM, I built the infrastructure and a scalable security and permissions system to support platform growth, enable PMs to develop complex features, and expand the service line.
THE PROBLEM
As the company expanded its focus on the Enterprise segment, it faced growing challenges in scaling its platform to meet increasing security, infrastructure, and permissions requirements. Supporting larger customers required a more robust foundation to ensure stability, compliance, and seamless user management.
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At the same time, the product team grew significantly, with each product manager owning a distinct service line. To ensure they could develop scalable solutions, the product needed to equip them with better tooling, robust infrastructure, and flexible roles and permissions system.
My Contributions
Multi-tenancy platform model and Admin experience
As the platform scaled rapidly, we made a decision to transition to a multi-tenancy model to strengthen security and build a robust admin interface for internal teams. I was the leading PM on this build.
When finished, my team built SSO and MFA — critical security features that became essential for closing enterprise deals with larger customers.
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For internal teams, I led the creation of an admin portal for CS, Support, and Sales, enabling them to efficiently conduct accessibility audits, provide remediation services, and handle a growing volume of support requests.
This system improved productivity to the extent that we onboarded 20+ enterprise clients without increasing staff headcount.
Security and Permissions System (RBAC)
The next major initiative was a role-based security model.
We conducted in-depth discovery with enterprise clients to understand their needs for varying permission levels across distributed teams. I created a permissions map that grouped platform areas by role, uncovering key dependencies between features and the impact of bundling permissions.
Collaborating with the dev, UX, and cybersecurity tea
ms, we architected and built a robust security system that enabled enterprise customers to onboard their teams onto our platform and modify platform permissions to their needs.​
Tiered Pricing and Packaging
In preparation for the product-led growth motion, we redesigned our pricing model to accommodate customers of different sizes and accessibility needs.
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I led the development and launch of a pricing system that "split" platform features into bundles, allowing customers to choose the option that best fit their needs. To do this, we had to restructure feature entitlements, ensure seamless integration with permissions systems, and create a frictionless upgrade path to support customer expansion.
User Management At Scale
After shifting focus to the Enterprise customer segment, it became essential to enable customers to onboard their teams, manage access, and easily modify or remove permissions when needed.
To ensure seamless team onboarding, user management, and offboarding, I collaborated closely with UX Research, UX, Engineering, and Architecture teams to design and integrate these processes into the product.
Through discovery, we learned that team onboarding was typically handled either by customers' admin teams or our internal CS employees, and we identified patterns in the number of users onboarded at a time.
As a result, we built a new multi-user onboarding flow, a bulk de-provisioning feature, and a highly flexible user management system.
Results and Impact
Prepared the platform for scale and rapid growth which helped us unlock the enterprise segment.
Unlocked Enterprise Segment
Established product growth loops through user management
Improved productivity of internal staff by ~20%