Hilary Newman is a customer support executive with over 20 years of experience leading high-performing global teams in enterprise and SaaS environments. She currently serves as Head of Global Support at Benchling, where she has transformed the support organization to deliver industry-leading satisfaction scores and operational efficiency in a highly regulated environment, supporting complex scientific software products. Her leadership approach is grounded in operational rigor, data-informed decision making, and cross-functional collaboration. She has implemented best-in-class support practices such as Knowledge Centered Service (KCS), Intelligent Swarm, and AI-assisted support, driving measurable improvements in both customer outcomes and team productivity. Hilary is also deeply committed to talent development and team empowerment—building strong career paths, nurturing future leaders, and maintaining high engagement. Under her leadership, support has been recognized as a strategic department and differentiator for the business.