Meet Lauren Turner

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I know where customer programs break—because I’ve worked across the teams that make them work.
 

I founded CustomerCentrx to help B2B SaaS companies close the gaps between Customer Success, Marketing, Product, Sales, and Support.
 

I didn’t begin my career in customer marketing. Over 24 years, I’ve worked in product management, product marketing, demand generation, and customer marketing—giving me firsthand experience with the competing priorities, disconnected systems, and difficult handoffs that shape the customer journey.

That cross-functional perspective helps me see what individual teams often cannot: where ownership is unclear, where valuable customer insight gets lost, and where internal friction puts adoption, retention, expansion, and advocacy at risk.
 

Strategy grounded in real operating experience
 

I’ve built and scaled customer programs for companies ranging from growing technology businesses to global enterprises, including UserTesting, Qlik, Alyce, and Nuance Healthcare.
 

Programs I’ve led have contributed to:

• 300% community ROI

• 99% retention among participating accounts

• $4 million in influenced pipeline

• A 50% reduction in support tickets

• A 20% increase in product adoption

• A 500% increase in customer participation
   

My approach is practical, collaborative, and tied to measurable business outcomes. I work with leaders to understand what is actually happening across the post-sale experience, determine what needs to change, and create a clear path forward.
 

Experience you can put to work
 

I hold an MBA from Babson College and a BA from Wesleyan University. 
 

I’m also a frequent speaker and contributor on customer-led growth, customer marketing, community, advocacy, and generative AI, including three guest lectures at Harvard University (Storytelling with Data and AI for Customer Marketing).
 

Outside of client work, I experiment with generative AI, build custom GPTs, and perform improv comedy—an excellent way to stay comfortable listening closely, adapting quickly, and working without a script.
 

Let’s find what’s getting in the way
 

If your teams are working hard but the customer experience still feels fragmented, I can help you identify the gaps and decide what to do next.

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