Advisor, Customer Success and Customer Experience
Lauren is a Customer Success and Customer Experience Executive with a 20-year track record in companies spanning start-up to enterprise, both in-house and as a consultant. Given her experience with Ace Nutrition, ARoots Natural Therapies, Assent Compliance, Cognos, iBASEt, IBM, Kinaxis, Napkyn Analytics, PointClickCare, PTC, and Wicket among others, she brings an extensive frame of reference for what success looks like at different stages of scale, across industries and business models.
Known for her unique ability to marry strategy and execution, Lauren has a proven track record of delivering multimillion-dollar revenue growth, dramatically reduced churn, and award-winning customer adoption solutions. She has led and advised global teams to implement and level up Customer Success practices including onboarding, adoption, segmentation, health scores, journey mapping, voice of the customer feedback, relationship management, executive sponsorship, renewal management, expansion management, and advocacy.
She is also founder and Chief Research Officer at SaaSCanTM, whose mission it is to empower Canadian SaaS startups and scaleups through credible, Canadian-focused SaaS metric research, set in a global context.