Fergus has appointed Hugh Walker as its new Head of Customer Experience. In this role, Walker will oversee customer-facing operations, strengthen the customer journey, and drive engagement across Fergus’ global markets, including Australia, New Zealand, the UK, and the US.
Based in Sydney, Walker brings over ten years of expertise in customer success and engagement, with leadership experience in both Australia and the UK. His appointment reflects Fergus’ focus on empowering trade businesses through its cloud-based platform and enhancing its customer-first strategy.
Mark Bartels, CEO of Fergus, welcomed the appointment, stating:
“Hugh Walker brings extensive experience in customer support, success, and go-to-market operations. His data-driven mindset and ability to collaborate across Sales, Marketing, Engineering, Product, and Finance teams will be instrumental in scaling our customer experience. His leadership and mentorship will help us take Fergus’ customer journey to the next level.”
Walker has held senior roles across several SaaS and software-driven organizations. Most recently, he served as Vice President of Customer Success at Haast, an Australian marketing compliance technology company, where he contributed to securing USD $6 million in funding for growth and international expansion.
Previously, Walker was Head of Customer Success at Dataro, helping non-profits boost fundraising through AI-powered donor analytics. He also led global customer success at Ignition (formerly Practice Ignition), focusing on adoption, engagement, and customer growth. Earlier in his career, he held customer engagement and success roles at Dext (formerly Receipt Bank) and Fuji Xerox Australia, where he developed scalable client-facing processes and consulting services.
Commenting on his new role, Walker said:
“I’m thrilled to join Fergus and contribute to its mission of guiding trades and service businesses through transformation. My goal is to enhance implementation, support, and success functions, ensuring customers enjoy the best possible job management experience. Fergus’ commitment to customer-first values aligns perfectly with my passion for service, innovation, and collaboration.”
Since its founding in 2012, Fergus has grown to support over 21,000 tradespeople worldwide, offering solutions for quoting, scheduling, workforce management, compliance, and profitability tracking. The platform integrates with popular accounting tools like Xero, MYOB, and QuickBooks, as well as supplier networks including Bunnings, Reece, Rexel, and Tradelink. Through automation and mobile-first tools, Fergus continues to help trades businesses save time, reduce admin burdens, and scale revenue efficiently.
