Laura Teichmiller
About Laura Teichmiller
Laura Teichmiller serves as the Vice President of Customer Success at SimplePractice, where she has significantly expanded the customer base and improved service metrics since 2017. Previously, she was a Founding Teacher at KIPP LA Schools and has a Bachelor of Arts in Psychology from The University of Alabama.
Work at SimplePractice
Laura Teichmiller has served as Vice President of Customer Success at SimplePractice since 2017. In this role, she manages a team responsible for supporting a rapidly expanding customer base, which grew from 15,000 to over 175,000 health and wellness professionals. Under her leadership, the team has implemented various initiatives that have significantly improved customer engagement and satisfaction metrics. She has overseen the development of strategic plans that include the launch of new support channels and the support of multiple business units.
Education and Expertise
Laura Teichmiller earned a Bachelor of Arts in Psychology from The University of Alabama. Her educational background provides a foundation for her work in customer success, where understanding customer behavior and needs is essential. This knowledge has been instrumental in her ability to lead teams and develop effective customer support strategies.
Background
Before joining SimplePractice, Laura worked at KIPP LA Schools as a Founding Teacher from 2015 to 2017 in Los Angeles, California. This experience in education has contributed to her skills in team management and customer engagement. Her transition from education to customer success reflects her adaptability and commitment to supporting diverse groups.
Achievements
Laura Teichmiller has led her team to achieve notable metrics in customer success. She played a key role in increasing the self-service rate from 3% to 66.4% through the implementation of AI and machine learning technologies. Additionally, she has maintained a trial-to-paid conversion rate of 40% and a paid customer churn rate of less than 1%. Her initiatives have also resulted in significant cost savings through negotiated contract discounts with vendors.
Team Management and Process Optimization
In her current role, Laura has overseen the hiring, quality assurance, and training processes for the Customer Success team, achieving an average turnover rate below 5%. She has designed and optimized foundational processes for over 500 team members, ensuring compliance with regulations such as HIPAA, GDPR, and PCI-DSS. Her leadership has also led to the creation of multiple help centers and interdepartmental teams, enhancing overall operational efficiency.