Great travel management programmes aren’t just about the tools you use; they’re about the people who help you get the most out of them. At Clarity, Molly is one of those people - someone who goes beyond the ordinary to make sure customers thrive with the right technology and support.
Recently featured in The Business Travel Magazine, Molly’s journey shows how the right blend of experience, passion and people-first thinking can transform the way our customers use corporate travel management software.
From booking hotels to championing travel tech
Molly’s career in business travel began over a decade ago as a hotel consultant for Capita Travel and Events, which later became Agiito. After a brief stint in recruitment, she realised that travel was truly where she belonged.
Returning to Agiito, she joined the online fulfilment team and discovered a passion for technology she’d never expected. Since then, she’s moved through roles in Online Support, Implementation Support and Implementation Manager – all building towards her current role as our Head of Customer Sucess, following our acquisition of Agiito in 2023.
A day in the life of customer success
So what does Molly do as Customer Success Manager? In a nutshell, she bridges the gap between our tech development team and our customer-facing colleagues. Her mission is simple: to make sure our customers are getting the very best experience from our proprietary online booking tool, ClarityGo, and our intuitive meetings platform, MeetingsPro – both vital tools in our travel management agency toolkit.
Molly and her team keep things moving behind the scenes, gathering real-time customer feedback, analysing it, and sharing insights with the development team. They create video tutorials, update our live chat knowledge base and build roadmaps to keep customers in the loop on new releases.
Molly’s story is a great example of how we believe in nurturing our people and giving them opportunities to grow. We know that travel management is all about people, and we put that into practice by investing in our colleagues, promoting from within, and encouraging them to explore their passions and potential.
Molly’s journey is a great example of that – starting as a hotel consultant, discovering her love for technology, and becoming a customer success leader who champions the very best in travel management.
Seeing the impact – and the ‘thank yous’
For Molly, the best part of the job is seeing how their support makes a real difference – not just in the adoption of corporate travel tech, but in the confidence it brings to our customers, who range from small business travel bookers to global travel managers.
Molly says: “We receive lots of feedback and ‘thankyous’ from our customers, which is really rewarding,” and it’s not just customers who benefit, Molly also helps colleagues across Clarity tailor solutions, fine-tune pitches, and shape how we bring our travel management expertise to life.
Recognised by her colleagues, too
Molly’s dedication hasn’t gone unnoticed internally either. She’s been recognised through our Shining Star Awards, where the judges described her as:
“Proactive, passionate, smiley. During a period of constant change and development, she was the one constant that enabled the team to have confidence and was always there to support the team with updates, roadmap developments, training and critical attendance at key client meetings.”
It’s no surprise that Molly’s become such a trusted partner for both our customers and our colleagues.
Sharing her travel manager hacks
On top of her recent feature, Molly’s also shared her top tips in a Travel Manager Hacks piece – showing how even small tweaks to your travel programme can deliver big results. It’s another example of how she blends practical advice with a people-first approach.
Read more about Molly’s journey
You can dive into the full interview with Molly in The Business Travel Magazine here.
Our ‘Team Clarity in Focus’ series shines a light on the people and teams behind the work we do at Clarity – the ones who drive our industry forward and make sure our customers get the very best from their travel programmes. From the unsung heroes behind-the-scenes to customer-facing experts, our series is all about celebrating the people who bring our business to life.
If you’d like to see how our Customer Success team – and our travel management agency’s tech – can support your business flights, rail travel or hotel needs, get in touch – we’d love to help.
