A property lawyer turned industry leader who has spent close to two decades helping Australia’s legal, conveyancing and property professions navigate digital change, Rukshana Sashankan brings her experience and a client-first mindset to InfoTrack as General Manager, Client Success & Delivery, a newly created executive role bringing Operations, Client Services and Professional Services together under one client success strategy.

When Rukshana Sashankan sat down with InfoTrack’s leadership team, she was coming off a career that had already put her at the centre of some of the biggest shifts in how Australian property transactions get done. Most recently in a senior role at Titles Queensland, and before that, eight years leading PEXA’s national practitioner team through the shift to digital settlements, she had spent her career on the side of the lawyers, conveyancers and brokers who actually use the technology, not just the businesses that build it.

“The true measure of the client experience is not simply how a platform performs, but how well the entire organisation shows up at the moments that matter. When time is limited, the pressure is real and a client is relying on us,” she says. “Our role is to continue to bring technology, service and support together in a way that removes friction, builds confidence and helps practitioners deliver for their own clients. That’s the perspective I bring this role.”

That lens, and a conversation with Lee Bailie, InfoTrack’s Chief Operating Officer, about what client success should look like as the business scales, is what led her to accept the role of General Manager, Client Success & Delivery.

What is Rukshana Sashankan's background in legal and property leadership?

Sashankan’s career reads as a tour of the infrastructure behind Australian property transactions. Trained as a property lawyer, she holds a Bachelor of Laws, a Bachelor of Arts with a double major in Psychology, and a Graduate Diploma of Legal Practice. She spent seven years at PEXA as General Manager, Practitioners, leading the national team responsible for helping lawyers and conveyancers adopt e-conveyancing and digital settlements, before moving into a senior leadership role at Titles Queensland, where she worked closer to the registry and customer strategy and industry partnerships side of the property lifecycle.

Alongside her operational roles, she has been a visible advocate for inclusion in the legal and technology sectors, having helped establish PEXA’s Diversity and Inclusion Committee in 2018 and serving on the board of a school for autistic students in Queensland.

What will Sashankan lead as General Manager, Client Success & Delivery?

The role is a deliberately senior one. Rather than running any single function day to day, Sashankan will act as InfoTrack’s executive voice of the customer, bringing Operations, the client services and help desk function, and Professional Services together under a single client success strategy, while the leaders of those functions continue to own their day-to-day execution.

That includes building a connected feedback loop across support interactions, projects, escalations and executive account reviews so recurring issues and emerging client needs get surfaced and acted on; owning InfoTrack’s client segmentation strategy so service models genuinely reflect what different clients need; and championing the end-to-end client experience across InfoTrack’s own platform and the third-party systems it connects into.

It’s a mandate that lines up closely with the two sides of the industry Sashankan has already worked on. Her time helping practitioners adopt PEXA’s digital settlement platform put her firmly on the front line of client engagement and change adoption, while her move to Titles Queensland took her closer to the registry, data and integration side of the same transactions.

What attracted her to InfoTrack?

For Sashankan, the appeal wasn’t just the size of InfoTrack’s footprint in the market, it was the chance to lead client success at a business built around a single, integrated platform rather than a patchwork of point solutions.

InfoTrack integrates workflow automation, regulatory compliance, AI-driven intelligence, and Australia’s most trusted data sources into one single, premium platform. Designed with compliance at its core, the platform enables law firms, conveyancers, real estate professionals, and financial institutions to manage governance, risk, client due diligence, and reporting efficiently.

“Having spent years on the practitioner side of the fence, I know how rare it is to find a platform that actually holds all of that together,” she says. “What excites me about this role is that it’s about making sure the whole business hears what clients are telling us and acts on it, from how we segment and serve different client groups through to how we work with partners so the experience feels seamless, no matter where a matter touches our platform.”

Lee Bailie says Sashankan’s appointment reflects the priority the business places on the client experience as it grows.
“Rukshana brings a rare combination of deep credibility with practitioners and a genuine, practical focus on outcomes,” Bailie says. “This role exists to bring our Operations, Client Services and Professional Services teams together under one client-first strategy, and to make sure the voice of the customer carries real weight in how we invest and grow. Rukshana’s background on both the practitioner and the registry side of this industry makes her exactly the right person to make that unification real for our clients.”

Sashankan, for her part, is already focused on what comes next.

“Leadership in this industry is ultimately defined by the confidence clients place in you,” she says. “That confidence is earned in the way every search, every matter and every settlement is delivered. Together, we have the opportunity to keep raising that standard.”

Rukshana Sashankan is General Manager, Client Success & Delivery at InfoTrack, reporting to Chief Operating Officer Lee Bailie. This is her first week on the job and is based out of InfoTrack’s Brisbane office.

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