The launch of the Customer Success Team at The Letting Partnership has been a pivotal step in further enhancing our service delivery and client experience. With a dedicated team focused on building strong relationships and ensuring a seamless client journey, we can now proactively address client needs, resolve challenges efficiently, and deliver tailored support where required.
Since its introduction in late 2024, the Customer Success Team has strengthened communication across departments, streamlined processes, and provided clients with a clear point of contact for both onboarding and ongoing support. This improved service satisfaction and empowered our clients to feel confident and valued in their partnership with TLP.
What is a Customer Success Team?
A Customer Success Team is dedicated to ensuring clients achieve their desired outcomes while using a company’s products or services. Unlike traditional customer support, which often deals with reactive problem-solving, the Customer Success Team at The Letting Partnership takes a proactive approach. Their primary focus is building long-term relationships with clients, helping them maximise the value of the services they’ve signed up for.
The team works closely with clients to understand their goals, offers guidance throughout their journey, and identifies opportunities to optimise processes and solve challenges before they become issues. By acting as a trusted partner, our Customer Success Team helps clients not only resolve immediate concerns but also drive overall business success, ensuring that they feel confident, supported, and valued every step of the way.
Meet Our Relationship Managers
Jeremy Irving – Head of Customer Success
Jeremy brings over two decades of experience in client relationship management and strategic leadership to his role as Head of Customer Success. Having led teams in organisations such as Utility Warehouse, Alzheimer’s Society, and Macmillan Cancer Support, Jeremy excels at developing customer-centric strategies that ensure the best possible client experience. Jeremy’s leadership and expertise in building strong, lasting relationships make him the perfect fit to lead our Customer Success Team. His proactive approach ensures that clients receive tailored support and guidance, while his background in managing high-level accounts allows him to deliver exceptional service under pressure.
Outside of work, he enjoys mountain biking across the South Downs and watching Rugby Union—his playing days are sadly behind him!
Clients can expect a responsive, attentive approach from Jeremy’s team, as they work closely with each client to meet their specific needs and challenges. Jeremy’s leadership will undoubtedly elevate our Customer Success Team, ensuring that clients always have the support they need to thrive.
Matt Kemp-Smith – Relationship Manager
With over seven years at The Letting Partnership, Matt brings a deep understanding of client needs and operations. His journey with TLP began as a Client Accounts Processor, progressing through roles such as Client Liaison Lead before taking on his current role as Relationship Manager.
Matt has been instrumental in the company’s growth, helping expand our client base from 18 to over 250. His expertise in client engagement, account management, and problem-solving ensures that our clients receive top-tier support tailored to their needs.
Outside of work, Matt enjoys family life with his wife, toddler, and new baby—mostly involving cuddles, chaos, and very little sleep!
Gemma Grose – Relationship Manager
Gemma joined us as a Relationship Manager in November 2024, bringing with her a wealth of experience in PropTech and Client Accounting. Before joining TLP, she spent seven years at PayProp UK as a Senior Client Relationship Leader, followed by a role as Head of Customer Success at IMP Software. With a background in Customer Success, Gemma understands the importance of creating valuable, long-lasting client relationships and ensuring that businesses achieve the maximum return on their investment.
Her deep industry knowledge and client-focused approach make her a valuable asset to our team.
When she’s not supporting clients, Gemma enjoys cooking, solving puzzles, and spending time with her family.
Gill Ward – Relationship Manager
Gill is another key member of the Relationship Management Team at The Letting Partnership, bringing over 12 years of experience from her previous role at American Express.
Passionate about building strong client relationships, she thrives in dynamic environments that require problem-solving and strategic thinking.
Outside of work, Gill enjoys staying active—having recently signed up for a half marathon, with thoughts of tackling a full one. She is also an avid traveller and motorsports enthusiast, following F1 and MotoGP while taking part in motorcycle track days herself.
Supporting Clients from the Start
John Westwood – Onboarding Lead
John brings a wealth of experience to the Customer Success Team, having joined The Letting Partnership as an apprentice in 2016. With nine years in client-facing roles, he has grown into his current position as Onboarding Lead, playing a key role in helping new clients integrate seamlessly into our services.
John’s strong decision-making skills and expertise in data analysis make him an invaluable asset during onboarding, ensuring clients have the smoothest possible experience. He is committed to making sure every client feels supported and confident in using our systems from day one.
Outside of work, John fuels his passion for cars and travel, always on the lookout for great food and the perfect coffee!
Jacquie Wand – Onboarding Specialist
Jacquie joined TLP in July 2023 as a Sales Administrator, gaining a strong understanding of the sales process and customer journey—experience that has proven invaluable in her current role as Onboarding Specialist. Working alongside John, Jacquie focuses on enhancing the onboarding experience and ensuring a seamless transition for new clients. She is dedicated to improving best practices and making sure clients feel supported from day one.
Jacquie’s varied background includes PA to the Advertising Director of a leading industry magazine, a School Administrator, and even an Amazon Warehouse Operative during lockdown.
Away from work, Jacquie enjoys walking, unwinding in her garden, and sewing whenever she finds a moment. With a large family keeping her busy, there’s never a dull moment—but she wouldn’t have it any other way!
A New Era of Client Support
The formation of our Customer Success Team marks a significant step forward in how we engage with and support our clients. Through dedicated account management, proactive solutions, and a commitment to excellence, this team will ensure that letting agents using our services continue to grow and succeed. If you have a question to the Customer Success Team, you can reach them at relations@thelettingpartnership.co.uk.
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