Lourna Heller
Executive Leader in Customer Success and Operations | Driving Growth Through High-Performing Teams
- Role
- (VP) Head of Account Management and Client Services, Us at Indigo Slate
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Lourna Heller
I’m a seasoned executive leader who thrives on merging customer success with operational excellence to achieve business growth. Throughout my career, I’ve led high-performing teams in marketing and SaaS environments to cultivate outstanding client experiences that fuel sustainable growth. I believe that promoting an authentic, people-focused culture unlocks incredible potential for both innovation and business results.I have guided my team to secure a record-breaking $30 million multi-year deal and built a dedicated Customer Success division that contributed $7 million annually to the bottom line. Whether I’m optimizing workflows, developing new operational frameworks, or deepening client partnerships, I make it my priority to create meaningful value for customers at every stage.Leveraging my SaaS and product environment expertise, I helped drive an extra $5 million in annual gross recurring revenue within six months by refining the user experience for an HRIS suite. I empower others and encourage open communication, believing that collaboration is the key to seamless processes and remarkable customer outcomes.Outside of the office, I’m a grateful mom of three boys and dedicate much of my spare time to volunteering at their schools. As I look ahead, I’m excited to expand my leadership journey into roles that let me shape holistic customer experiences and drive operational efficiency from the inside out. If you’re looking for someone who can inspire teams, nurture lasting client relationships, and innovate processes that lead to sustained growth, let’s connect.
Experience
(VP) Head of Account Management and Client Services, Us
Apr 2023 — Present · Seattle, WA, US
I oversee the strategic direction and management of the Client Services team at a digital marketing agency, delivering experiential marketing and digital transformation for technology, retail, CPG, and SaaS clients. I lead a team of 12 in Account Management and Customer Success, prioritizing the end-to-end customer experience to drive sustained growth. By building and scaling new team structures and operational models, I focus on optimizing client outcomes and achieving key business goals. I collaborate with Finance, Operations, Creative, and Strategy teams to direct global marketing campaigns, leveraging experiential strategies from concept to completion.Selected Achievements: Customer Experience & Success: Strengthened client satisfaction and retention by refining onboarding processes and success mapping, laying the groundwork for expanded service opportunities. P&L Management: Manage a $20 million P&L, demonstrating strong fiscal responsibility and strategic budget management. Largest Account: Secured the largest multi-year agency account in the company’s history, markedly increasing market share and revenue. Top Performer: Recognized as a top performer among global employees, selected for the CEO’s Top Talent list, and received specialized executive growth mentorship and training.
Education
University of International Business and Economics
Advanced Learning Certificate, Chinese Mandarin
2011 — 2011
Western Washington University
Bachelor of Business Administration (B.B.A.), Operations Management, Minor in Chinese Mandarin
2006 — 2011
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