Laura Myers
@lauramyers
I build scalable customer success and Voice of Customer programs that improve adoption, retention, and customer outcomes.
United StatesWhat I'm looking for
At Amwell, I built the enterprise Voice of Customer and NPS program from the ground up, establishing its framework, workflows, governance, playbooks, and training resources.
I turn customer feedback, NPS, utilization, and performance data into recommendations for Product, Operations, Customer Success, and executive leadership. I also led a cross-functional VoC Steering Committee to align priorities and act on customer insights.
As a Customer Success Manager, I managed a multi-million-dollar portfolio of strategic health system accounts and maintained 100% customer retention. I partnered with executive, clinical, operational, and technical stakeholders to drive adoption and connect platform performance to customer goals.
My background also includes account leadership focused on renewals, revenue growth, consultative selling, and long-term customer strategy. I bring more than seven years of SaaS experience supporting complex enterprise customers.
Experience
Work history, roles, and key accomplishments
Built Amwell's enterprise Voice of Customer (VoC) and NPS program from the ground up, establishing framework, processes, workflows, and governance. Developed scalable materials, playbooks, and training, and analyzed feedback to provide actionable recommendations to leadership.
Managed a multi-million-dollar portfolio of large strategic health system accounts, driving adoption, retention, and measurable customer value. Maintained 100% customer retention by proactively identifying risks and aligning engagement strategies to customer priorities.
Managed a portfolio of SMB accounts with responsibility for renewals, retention, revenue growth, and long-term account strategy. Achieved approximately 90% renewal and earned President's Club recognition in 2019 and 2021.
Account Manager
Naylor Association Solutions
Jan 2015 - Jan 2018 (3 years)
Managed client relationships and account strategy for healthcare and medical association partners, supporting retention and revenue growth.
Account Management
VA Eagle Distributing
Jan 2012 - Jan 2014 (2 years)
Managed commercial customer relationships with a focus on consultative selling, account growth, and retention.
Education
Degrees, certifications, and relevant coursework
West Virginia University
Bachelor of Arts, Public Relations, Communications & Leadership Studies
Earned a Bachelor of Arts in Public Relations, Communications & Leadership Studies.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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