Lauren Costella-Reber

About Lauren Costella-Reber

I\'m a change agent, a communicator, a leader, and a passionate champion for Customer Success in business. A great customer experience drives business success in the form of retention, growth, and brand advocacy. It\'s not rocket science, and it\'s not new, but many companies fail to do this right. They don\'t focus on delivering the value promised to customers post-sale. With so much choice today, customers don\'t need to stay loyal, so they churn.And that\'s where my passion comes in: driving success for businesses by creating a company-wide, customer-centric approach that drives value! CS is not a division; it\'s a philosophy in which every department from sales to marketing to product to engineering have ownership and responsibility.As part of the C-Suite at Dental Intelligence, I develop leaders and teams of leaders, who build world-class, customer-centric, cross-departmental methodologies, processes, and systems for an exceptional customer and employee experience. This allows our company to grow and scale in a fiscally responsible way, while simultaneously generating results including retention, growth, and savings.And these methodologies work- GoodTime: Net Retention; 96% Support CSAT with $125K+ in Eng. savings; eNPS: 89- Medrio: 164% Net Retention (volume contracts); 108% single study (project based);$160K per year in savings for our Engineering team; in only 2nd year of our Champion Program:$280K in \"Champion\" driven deals and over $500K+ in opportunities.In my free time, I serve as a Board Member for the Customer Success Leadership Network, where I get to speak, educate, and create best practices for the CS industry. I provide consultative services and guidance to companies that want to drive value for their customers, and I share all of this on my blog: The CS Playlist.My successes in CS stems from my experience as a leader in Strategic Communications for the US Department of Defense as part of the Obama Administration & my time supporting over 40K volunteers at Scholarship America. Prior to that, I spent 15+ years competing as an elite athlete in distance swimming. I served as captain and swam for the Stanford Women\'s Swim Team; I was a US National team member; I won 2 US National titles and took home a bronze medal at World University games; I still own the US Pacific record in the 1500m freestyle.

Experience

1. Chief Customer Officer

   Dental Intelligence Inc.

   Jun 2022 — Present

Education

• Stanford University

  Master of Arts, Sociology; Social Psychology and Interpersonal Relations

  2003 — 2008

• Stanford University Graduate School of Business

  Certificate, General Management

  2008 — 2008

• Stanford University

  Bachelor of Arts, Communication; Media Studies

  2007 — 2008

Skills

• Team Building
• Enterprise Software
• Event Management
• Market Research
• Social Networking
• Digital Marketing
• Public Speaking
• Communication
• Team Leadership
• Social Media Marketing
• Human Resources
• SEO Audits
• Client Relations Skills
• Event Marketing
• Web Analytics
• Fundraising
• Marketing Strategy
• Policy
• Social Media
• Analysis
• B2b Marketing
• Saas
• Event Planning
• Salesforce.com
• Marketing
• Advertising
• Contemporary Dance
• Nonprofits
• Strategic Planning
• Microsoft Office
• Sales
• Email Marketing
• Manage Client Relationships
• Project Planning
• Non-Profits
• Lead Generation
• Research
• Customer Service
• E-Commerce SEO
• Time Management