Ever wonder who is behind those quick ticket replies and thoughtful solutions?
During this busy onsale season, while you’re juggling event promotions, building digital marketing campaigns and managing your website, there’s a dedicated team behind the scenes making sure you’re never alone in it. So we thought it was the perfect moment to introduce the friendly, knowledgeable people behind the emails, calls, and clever solutions.
Our Customer Success team has grown into a tight-knit, cross-border group stretching from the Netherlands and the UK to the US.
Right now, it’s a team of seven professionals: experienced, sharp, and committed to helping you succeed. They bring a wide mix of experiences, nationalities, and perspectives, and that diversity is their strength. It’s what allows them to exchange ideas, share deep industry knowledge, and untangle even the most complex puzzles for clients across regions and roles.
Let's meet the people who spend their working days thinking about you.
Carol Thomas (she/her), Head of Customer Success
Let’s start by introducing the most recent addition to our team: Carol, our new Head of Customer Success. Based in sunny Orlando, Florida, Carol brings over 25 years of hands-on ticketing experience, spanning both the venue and service provider sides of the industry.
Carol immediately recognised the strength of our Customer Success team and is excited to contribute her own expertise. “I love working with such a diverse and talented group of people,” she says. “The team is truly all hands on deck, and incredibly smart. They jokingly call themselves nerds, but it’s clear they genuinely love what they do. Even in stressful moments, they’re focused, collaborative, and quick to share a laugh. It’s inspiring to work alongside such a motivated group.”
While she enhances our support across North America, Carol also brings added value to our communities in the UK, Netherlands, and Belgium, offering the kind of service-first mindset the American arts sector is known for. So next time you send in a tricky question or run into a ticketing tangle, just know: there’s a good chance the solution has decades of experience and deep industry knowledge behind it.
And when she’s not behind the screen? “I’m a regular at music bingo – it’s basically the Olympics around here,” she jokes. “I also watch a lot of sports, but honestly, nothing beats the thrill of shouting out a winning song title.”
Liesanne Rooks (she/her), Lead Peppered Consultant
At the heart of our team is Liesanne: puzzle-loving, theatre-hopping, and always up for a challenge. Based in Rotterdam, Netherlands, Liesanne speaks Dutch and English, and is impressively maintaining an 892-day Spanish Duolingo streak.
Liesanne is the longest-standing member of our Customer Success team, with over four years of experience at CultureSuite. In that time, she’s seen the platform grow and transform in exciting ways. “I’ve watched the Dashboard evolve and seen some truly creative campaigns take shape,” she reflects, highlighting her deep connection with both the tech and the people who use it.
As a self-proclaimed "social nerd and culture lover", Liesanne brings energy and enthusiasm to the team. "When I'm not rowing, you'll find me immersed in the energy of a live concert or theatre performance", she shares.
What keeps Liesanne inspired in her work? “I love it when users find clever, unexpectedly brilliant ways to work with the platform,” she shares. “It feels good knowing we’re making things easier behind the scenes, so they can focus on what matters.”
And when things get technically tricky? That’s her favourite part. She’s at her best untangling complex setups and making them run smoothly.
Kadri Laanes (she/her), Peppered Consultant
Behind every smooth customer experience is a creative problem solver who knows how to turn complexity into clarity. That’s Kadri to us, renowned for her smart and thoughtful approach to challenges and strong understanding of the customer perspective.
Kadri has been with our team since early-2024. She’s fluent in Estonian and English, with a dash of Dutch and Portuguese. Drawing on her background in music composition and cultural project management, she uniquely bridges the arts and technology with fresh insight.
"My work lives at the intersection where music, art, code, and culture collide," Kadri explains. "I'm drawn to the crossroads of innovation and expression, a space where digital technologies meet human experience."
What drives her passion for helping our community? "Our users come from diverse backgrounds and have a wide range of tasks. Being able to break down challenges into intuitive, manageable steps not only supports their work but empowers them. It's rewarding to help people feel more confident and capable in what they do."
Michelle Ettes (she/her), Peppered Consultant
Meet Michelle: calm, focused, and always thinking a few steps ahead. Based in Dordrecht, Netherlands, she speaks Dutch natively, along with English and a bit of German. Having joined the team in March 2024, she recently celebrated her first year with us.
Michelle quickly became known not only for her talent in unraveling the trickiest challenges but also for her clear, insightful perspective. With a background in Marketing and Communications, and hands-on experience in Community Management, she brings both structure and a people-first mindset to supporting the cultural sector.
"I love everything about culture. The arts is something that people tend to not appreciate as much and take for granted," Michelle reflects. "By helping the sector get the best out of their website, it's like giving them some extra bling to shine even brighter than they already do."
Her favourite moments? "Seeing clients have that ‘lightbulb’ moment – realising how Peppered can redefine website management – is always a treat. When someone understands the platform and you see them use it in such a good way is always a big win in my books."
Kelly Enderwick (she/her), Customer Success Manager
Many of our clients know Kelly – always bright, chatty, and approachable.
A self-proclaimed hobbit, driven by good food and community, Kelly jokes that she only speaks two languages: English and “bad English”. Hailing from Newcastle, which she fondly calls "The Toon", Kelly brings a wealth of industry experience and a refreshingly down-to-earth attitude.
She joined our team in December 2023 and has quickly become a valued member. With over 15 years of hands-on experience in Arts & Culture, including frontline roles across Newcastle and London, she knows the pressures of busy onsales and the unexpected ways visitors behave.
Kelly elaborates, "Using that experience to make the process as stress-free as possible for our customers and their visitors, while streamlining user journeys is what drives me."
When not helping clients, Kelly is an enthusiastic runner and cake eater. “The two are not mutually exclusive,” she hastens to add.
Busi Dawkins (they/them), Customer Success Manager
Say hello to Busi, who brings strong charisma, tireless drive, and an infectious sense of positivity to the team. Born and raised in Amsterdam and now living in Gouda, they are fluent in Dutch and English, understand German (though they jokingly deny it to their German partner), and can even read Korean.
As one of our newest team members, Busi is already making meaningful connections with our community members. Coming from a family of artists and being a writer themself, Busi brings both creative insight and analytical skills from their studies in Literary and Cultural Analysis.
"Everything about culture excites me, genuinely," Busi says with enthusiasm. "Being able to give those in the cultural sector their own independence over their website through the Peppered Platform, in a world where arts and culture are underappreciated, is something that gives me joy and even purpose!"
One of their favourite aspects of the job? "Meeting with clients and instantly clicking, and understanding each other's perspectives is amazing. We instantly form a team, which is what I love most about this job. We collaborate with our community!"
Kim Tadema (she/her), Junior Customer Success Manager
Last but certainly not least, meet Kim, our sharp, energetic Rotterdam-based team member who proves that five years of German classes can at least get you excellent pronunciation and a few solid jokes. She speaks Dutch and English fluently and, in her own words, likes to pretend she speaks German.
Since joining earlier in 2025, Kim has quickly become an essential part of our Customer Success team, known for her quick thinking, ‘I’m on it’ mindset and relentless curiosity.
Outside of work, you’ll find her deep in a Spotify discovery session, at a live concert (or planning the next one), enjoying good food or chasing a ball across a football pitch.
What drives her? “I love hearing that moment of excitement when clients realise how everything clicks – when the dashboard falls into place and helps their organisation shine a little brighter,” Kim shares. For her, it’s all about contributing to a community that uplifts the arts through shared knowledge, support, and collective purpose.
Next time you submit a ticket or reach out for help, you'll now know exactly who's working diligently on the other side to ensure your success. Our international Customer Success team is here to support you through every challenge, question, and onsale season. We're not just your support team, we're your partners in making culture accessible and engaging for all.
Interested in joining the CultureSuite team? Check our careers page to see what openings we currently have.
