CSM Year Wrapped

CSM Wrapped: A Year in Review (+ a new baby!)

Author: Gavin Fitzgerald, CSM II

As we round out 2025 (how is it already December?!), we wanted to take a moment to look back at what has been one of the most dynamic and meaningful years for our Customer Success team. This year has been defined by thoughtful growth, intentional change, and an abundance of collaboration. It has also reminded us of something we already knew: this group shows up for our dealers and for each other, every single day.

Growing the Team

This year, we welcomed NINE incredible new CS teammates: Mona, Grace, Ajini, Valeri, Holly, Trevor, Harvest, Megan, and Nick. Each one has stepped in with the kind of care, curiosity, and drive that continues to raise the bar for what our dealers can expect from WTS. Their work is already making a measurable impact across our growing network of commercial partners.

We also celebrated a different kind of growth. Our CSM, Lillian, welcomed a beautiful baby girl. She is officially the newest and smallest member of our CS family. Lillian has already returned to supporting our Customer Success Engineer needs with her signature level of focus. From asset creation to full site mockups, she continues to help our dealers stay ahead of industry trends and present their uplifted inventory clearly and effectively across the WTS platform.

Evolving the Structure

To better serve our dealers, we made meaningful updates to the way we organize our internal teams. This included the creation of the ADT (Activation and Deployment Team), the Core Values Team, and CAST (Customer Advocacy and Solutions Team). Each team was built with a specific intention. We want our dealers to receive individualized support. We want our processes to match the scale and complexity of the commercial ecosystem. Most importantly, we want the work we do to feel clear, aligned, and purposeful. These changes support all of that.

Expanding Our Capabilities

This year also brought the launch of our Ford CVC program team. The initiative is led by our resident Ford expert, Autumn, who partnered closely with Dottie and executive leadership team to stand up an entirely new service wing for our newest group of Ford CVC dealers. The amount of coordination and precision required to build and refine this program cannot be overstated. The results speak for themselves, and they are a direct reflection of the experience, commitment, and passion that Autumn and Dottie bring into every project.

What Hasn’t Changed

Even with all this growth, one thing remains steady. The CS team continues to deliver an unmatched level of service for our dealers. Every update, every restructure, and every new initiative is grounded in the same goal. We are here to support our partners, anticipate their needs, and make sure their commercial operations thrive.

As we look to 2026, we are proud of the work we have done together and the direction we are heading. This year showed us what is possible when a team stays aligned, open to change, and committed to elevating the dealer experience at every stage.

Onwards and upwards always.