About
Hey there, I'm Laura.
I've spent my career helping startups scale. I've been a founder and COO, led customer success as VP at a growth-stage AI startup, and served as an Operating Partner at a global VC and accelerator.
Today I help seed and Series A B2B companies turn customer success into an operating system that leads to retention and growth.
Where I've done this work
- Now Fractional customer success and operations leaderLaura Miller Consulting. Two years leading customer success and operations for a variety of companies in B2B SaaS, healthtech, and digital advertising.
- 2023–2025 VP of Customer SuccessA growth-stage AI startup. 150% net revenue retention. Built the internal systems and playbooks that grew the team, and worked closely with product to shape the roadmap around feedback from core customers.
- 2018–2023 Operating PartnerA global VC and accelerator. Built the customer success infrastructure for enterprise partners worldwide, mainly in insurtech, fintech, enterprise, and health. Worked with a portfolio at $20M+ ARR.
- Founder Founder and COOBuilt out-of-home charging stations supported by digital advertising. Deployed thousands of units across Canada and sold advertising to some of the biggest brands.
My approach
01
Watch the leading indicators.
NRR, GRR, and NPS tell you what already happened. Customer health shows up earlier, in onboarding progress, time to first value, usage, support trends, and stakeholder engagement.
02
Start in the tools you already own.
I don't start by buying expensive tools and hoping they fix the problem. I work lean, in the tools your team already uses, and build the foundation and habits that grow with the company.
03
Frameworks are only the start.
What matters more is building them into daily, weekly, and monthly habits your team can repeat and your management team can rely on. That's how teams scale.
Let's talk about your customers.
Let me know where your team needs support.