HMH Taps Education Veteran Laura Smith to Overhaul Customer…

Event summary

Laura Smith appointed General Manager of Customer Experience at HMH on June 9, 2026.
Smith brings 20+ years of K–12 education experience, most recently as COO of UnboundEd.
Role oversees professional services, customer success, and technical support for educators and students.
HMH aims to integrate curriculum, assessment, and digital experiences for seamless classroom implementation.

The big picture

HMH's appointment of Laura Smith underscores the growing emphasis on customer experience in the edtech sector, particularly as companies seek to differentiate through seamless implementation and long-term educator partnerships. With increasing competition and the need for scalable solutions, HMH's focus on integrating its offerings could position it as a leader in K–12 learning technology. Smith's background in both startups and large-scale education initiatives suggests a strategic move to balance innovation with operational rigor.

What we're watching

Integration Strategy: How effectively Smith can align HMH's curriculum, assessment, and digital tools to improve classroom outcomes.
Scalability: Whether Smith's experience at UnboundEd can translate to HMH's larger scale of 50 million students and 4 million educators.
Competitive Positioning: The pace at which HMH can differentiate itself from competitors like Amplify through enhanced customer experience.