Open to opportunities

Emily Pieterse

@emilypieterse

B2B Customer Success & Account Management | 300+ accounts | $3M+ portfolio | Retention, growth, strategy & customer operations

New Zealand

Message

What I'm looking for

I'm looking for a remote-first customer success or account management role where I can own customer outcomes, improve scalable processes, partner cross-functionally, and contribute to retention and long-term commercial growth.

B2B Customer Success and Account Management professional with 300+ commercial accounts and $3M+ in annual customer value under management.

Strong across the full customer lifecycle: building strategic relationships, protecting retention, identifying growth opportunities, improving onboarding and turning customer and operational problems into practical solutions.

Known for taking ownership, asking the right questions and finding ways to make things work better. Commercially minded, naturally curious and comfortable working across customers, operations, finance and internal teams to get outcomes over the line.

Global, remote-first career interests span Customer Success, Strategic Account Management, Customer Experience and Customer Operations, with a particular interest in international teams and continuous learning.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Tournament Group

Feb 2022 - Present (4 years 6 months)

Protected $3M in annual account value across 310 B2B accounts by resolving risks, retaining customers and identifying growth opportunities. Managed $1.6M in monthly payments and 1,000 invoices during a staffing gap. Automated invoice processing to improve accuracy and reduce workload. Promoted from Office Administrator to Manager within three months, expanding into finance, systems and operations.

Customer Success Account Management Customer Retention Onboarding Implementation Stakeholder Management Process Improvement e invoicing Google Workspace Microsoft Office MYOB Notion Microsoft Teams CRM

Client Success & Compliance Coordinator

Blockconsult

Aug 2021 - Feb 2022 (6 months)

Managed customer onboarding and KYC compliance for a cryptocurrency ICO, coordinating documentation, communications and account records. Supported digital client projects across multiple stakeholders and improved onboarding through clear tracking workflows using email and Google Sheets. Quickly developed proficiency in Discord, Telegram and Google Sheets.

Customer Onboarding Implementation Compliance Project Coordination Documentation Process Improvement Google Workspace Microsoft Office Outlook Cryptocurrency Web3 KYC

Store Manager

FactoryX

Aug 2019 - May 2021 (1 year 9 months)

Improved team consistency and customer experience by recruiting, training, rostering and performance-managing a team of five across permanent and casual staff. Resolved customer escalations and operational issues while maintaining high service standards. Used sales and operational data to identify inefficiencies, allocate resources and improve service delivery.