Services
Customer Success
Scale your Customer Success Engine
Using our proprietary Customer Success Maturity Assessment informed by working with over 70 software, AI-native, and hardware + software companies, we evaluate your Customer Success Function together.
We then develop prioritized recommendations and support you through implementation coaching and mentoring.
Pictured here with Customer Success leaders from client, samdesk.
Customer Experience
Stay Customer-Centric As You Grow
Inspired by Forrester Customer Experience practices and right-sized for early stage companies, we facilitate Customer Journey Mapping workshops.
We then develop prioritized plans to operationalize the Journey as your company scales.
Action shot from a client workshop with Invest Ottawa leaders.
Strategic Planning
Build Practical Strategies You'll Actually Implement
Drawing from proven Strategy frameworks brought together in a unique WTC Solutions approach, we facilitate engaging Strategic Planning workshops that deliver plans companies actually implement.
We support with quarterly touch points to ensure execution and adapt as needed.
Look at those smiles! Making Strategic Planning fun at The Growcer's offsite retreat.
Anne Germain, CEO, Noctem Health
"We worked with Lauren over 6 months to optimize Customer Success playbooks for growth and scalability. As a result, our utilization rate across our customers increased by 257%."
Corey Ellis, CEO, Growcer
"You blew me away with how you structured our Strategy retreat. You helped make order out of chaos."
Emily Underwood, Director of Customer Experience, Welbi
“Working with Lauren has been a wonderful experience. We now have our end-to-end customer journey mapped out, and have reduced customer time to first value by nearly 50%."
About
WTC Solutions Founder and Principal, Lauren Thibodeau, is a strategic advisor, business strategist and educator who helps early-stage companies build the foundations for sustainable growth. Having worked in both the fast-paced reality of venture-backed startups and the complexity of large, publicly traded global technology companies, Lauren understands what it takes to succeed at scale — and how to put the right foundations in place early.
Over her 25-year career, Lauren has worked inside more than 70 companies spanning AI-native, software/SaaS, and hardware companies, across a diverse range of industries. This breadth of experience gives her an unusually rich perspective and a deep library of real-world examples to draw upon.
She brings the strategic thinking of an experienced executive together with the practical understanding of what it takes to turn good ideas into effective operating models, exceptional customer experiences and measurable business results.
What Lauren enjoys most is helping leaders and teams realize their ambition. She has a proven ability to bring clarity to complex challenges, challenge conventional thinking, and translate strategy into results.