Recently promoted to VP of Customer Success, she brings a clear operational mindset, a deep understanding of our customers, and a collaborative approach to problem solving across teams.
We caught up with her to talk about the journey so far, her approach to building high-performing teams, and what’s next for Customer Success.
What’s your approach to helping merchants thrive in more complex, regulated industries?
Transparency is key. From day one, we work closely with merchants and partners to set clear expectations and make sure they understand the regulatory requirements involved. We don't make promises we can't keep, we’re realistic and upfront about what’s needed for a smooth onboarding, and we’re focused on long-term success, not quick wins.
Once they’re live, we stay actively involved. We proactively monitor how things are performing and reach out when there are opportunities to optimise, or if something needs attention. We also put smart controls in place, like volume or region-based limits, that protect both our merchants and our partners. For example, if an end user behaves suspiciously or tries to transact beyond what’s expected, those limits act as a safeguard before anything escalates.
This approach creates stability and trust. We fight harder to maintain strong transaction success rates for clients in regulated sectors, due to the nature of the space, but we work closely with merchants to ensure they can perform at the level they need to scale.
Can you share a recent example of a challenge the team came together to solve?
Recently, we spotted a shift in transaction performance for one of our merchants. Thanks to close monitoring, our teams across CS, Product, and Tech were able to jump in quickly. Working together, and with input from our acquiring partner, we identified an opportunity to optimise how field data was being passed through. The fix was scoped, tested, and deployed within hours.
It was a moment that showed the best of what we do: fast collaboration across teams, clear communication with partners, and solving problems before they snowball. That’s the kind of cross-functional magic we aim for every day.
How do you define great customer success in our space?
It’s about giving merchants the tools and knowledge they need to be self-sufficient, without ever feeling like they’re on their own. Our role is to anticipate needs, surface solutions early, and help businesses operate confidently without relying on us day-to-day.
We don’t hide behind ticketing systems or email queues. They have a direct line to us, 24/7, especially in emergencies. We want them to feel supported, not managed. When things do go wrong, and they sometimes will, we want to be the easiest team in the business to reach, talk to, and work with.
What are your priorities for the next 6–12 months?
We recently launched a new API, it’s been super exciting to see merchants actively integrating with it. It’s a significant step forward in terms of performance, flexibility, and the overall experience we can offer. Our role is to support those integrations smoothly and make sure merchants get the most out of what’s now available to them.
We’re also investing in automation, specifically in areas where it frees up the team to focus on more proactive, merchant-focused work. And we’re partnering more closely than ever with internal teams to resolve issues faster and more intelligently.
Another ongoing focus is strengthening our service level agreements, ensuring that response times, issue resolution, and ongoing communication stay consistently high, even as we scale.
What’s one leadership lesson that’s shaped how you manage your team?
Treat everyone with respect, no matter their title. I’ve learned that some of the most valuable insights come from the junior team members, especially in CS, where they’re closest to the real customer experience.
Creating a safe space where everyone feels heard is essential. People are more confident, more engaged, and ultimately, happier in their roles when they know their voice matters. That has a huge impact on both culture and performance.
What’s something, a quote, a tool, a moment, that’s really stayed with you in your career?
What’s inspired me most over the years is the people I’ve worked with. My teammates, other department heads that I work closely with, and the leaders who have mentored and challenged me. I’ve learned a lot from those leaders who have maintained calm under pressure, clear thinking, and high standards. And I’ve been consistently motivated by colleagues who go above and beyond for customers, solve problems creatively, and collaborate effectively, even in high-stakes moments.
Quick one to wrap up, how do you switch off outside of work?
That’s an easy one, it’s a combination of going running and spending time with my dogs. Getting outside clears my head, and the dogs are a great reminder to slow down and enjoy the moment.
