If there’s one thing I’ve learned in my time at Salestrekker, it’s that the success of any major technology shift isn’t about the tech alone — it’s about the people who use it every day. As we transition from the first-generation platform, Salestrekker to our completely rebuilt Salestrekker 2.0 platform, and roll out a suite of new, in-demand Salestrekker AI modules, my focus as Head of Customer Success hasn’t changed: make sure our brokers, admins, and partners feel confident, supported, and genuinely excited about what’s ahead.

Looking back on the past year, there are three things I’m particularly proud of. First is the strong, trust-based relationships we’ve built with our aggregator partners. This industry moves fast, and honest collaboration is the only way to keep delivering meaningful improvements. Being able to sit with partners, gather live feedback, and co-design enhancements has changed the pace at which we’ve been able to deliver value to brokers — including shaping the first release of Salestrekker AI.

Second is the sheer level of broker engagement we’ve seen. Across the training sessions I’ve personally delivered, we’ve had more than 3,500 attendances — a huge milestone. What has made this even better is watching brokers shift from cautious to confident to genuinely excited as they realised how much time Salestrekker 2.0 could give back to them, while creating a high-performance environment for them.

And finally – and my favourite view of customer success - reaching the point where the majority of our partners now have confirmed go-live dates for their data transfer has been a massive achievement. It represents years of hard work across product, operations, training, and partnerships — and seeing the industry move forward together has been a real career highlight.

Why does Customer Success matter so much?

Why does Customer Success matter so much to me? Because it’s the bridge between powerful technology and real-world outcomes. Salestrekker 2.0 isn’t just a nicer interface — it removes hours of admin, helps brokers get clients to “yes” faster, and gives them back time to focus on what actually grows their business. And now, with Salestrekker AI, we’re taking that even further with tools designed to strip out friction and support smarter, more confident decisions.

Over the next 12 months, my focus is clear. First, I’ll be heavily involved in helping brokers adopt our new AI modules. These tools are designed to be practical, safe, compliance-friendly co-pilots — not something abstract or intimidating. And second, I’ll be doubling down on broker development, best-practice workflows, and potentially launching a Salestrekker Academy so brokers who want to master the platform can do exactly that.

My commitment is simple: help every broker get the absolute best out of Salestrekker 2.0 and Salestrekker AI so they can work smarter, move faster, and feel fully supported every step of the way.