Emma Lo

Customer Success & RevOps Leader | Podcast host of CS In Focus | Help businesses accelerate in customer-led growth

Results-driven Customer Success executive and SaaS startup founder with 13+ years of experience in tech and e-commerce. Passionate about leveraging data-driven strategies to boost customer satisfaction, retention, and revenue growth.

💼 Career Highlights:

- Founded and scaled customer success teams, increasing NPS from 79% to 89%
- Drove $35M+ in revenue, achieving 40% increase in retention
- Built and led high-performing remote teams across customer success, marketing, and operations
- Developed strategies resulting in $7MM ARR from enterprise B2B accounts
- Maintained 119% Net Revenue Retention with zero logo churn

🚀 Expertise:

- Customer Success Strategy & Operations
- Revenue Growth & Retention Optimization
- SaaS Startup Leadership & Scaling
- Cross-functional Team Management
- Data-Driven Decision Making


🔧 Tech Stack:

ChurnZero, Gong, Salesforce, Zendesk, HubSpot, Atlassian, and more

Combining a unique background in healthcare research with tech leadership, I bring an analytical approach to solving complex business challenges. 

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🤝 Let's connect if you're interested in:

- Customer-centric growth strategies
- SaaS scaling and operations
- Revenue optimization in tech startups

Always open to discussing new opportunities and sharing insights on customer success and revenue growth in the tech industry.

#CustomerSuccess #SaaS #RevenueGrowth #StartupLeadership

Manager, Customer Success

- Organize Quarterly Customer Advisory Board
- Implement digital customer success strategies to provide scalable support.
- Utilize data analytics to understand customer behaviour and needs.
- Ensure effective onboarding and adoption of Noibu's platform by customers.
- Proactively identify risks and reduce churn.
- Enhance customer satisfaction and retention through targeted digital interactions.

Emma Lo 🧩

Customer Success leader known for driving 120%+ NRR and CSM efficacy via digital CX strategies for early to mid stage startups.

I bring 17+ years of experience in digital transformation, customer management and post-sales services, and specialize in scalable strategies that enhance customer engagement and satisfaction. 12 of these years were spent in leadership positions with SaaS providers in various industries: eCommerce, workforce management, CRM & IT Asset Management. My teams have managed portfolios of over $250M in scaled accounts and have driven NPS turnarounds with upwards of 50 point swings. 

Known for a data-driven approach and a customer-centric mindset, I pride myself on bridging the gap between business objectives and customer needs, fostering long-term relationships and loyalty. I am passionate about leveraging technology to create seamless customer experiences and am adept at steering organizations toward sustainable growth and excellence in customer success.

I also host a weekly podcast called The Customer Success Podcast, where I explore different aspects of building and maintaining world-class digital customer success experiences with guests who are in-field and executing. My expertise includes customer journey mapping, scaled customer success automation, Gainsight administration, CS operations, and professional services delivery. I am an intuitive leader who thrives on coaching my team members, establishing solid relationships with clients and colleagues, and driving transformational change, innovation, and value creation. 

I am bilingual (native) in English and German.

Alex Turkovic

Excited to be co-chairing the upcoming Customer Success Collective Summit Austin along with Keishla Ceaser-Jones on February 24th & 25th! 

It's always been a blast participating in these conferences as they are always such a great window into current trends in CS - and great educational opportunities to boot!

The event is shaping up to be an incredible collection of CS pros from companies such as Salesforce, Microsoft, Cisco, Matterport and many others, sharing their insights with us. 

Go check it out - sign up - and I'll see you there!!!

https://lnkd.in/g-KraTFw

Shoutout to our great lineup of speakers:
Elizabeth R.
Dave Nobles
Kyle Watts
Missie Dunham
Ganesh Raghu
Sydney Suttor
Matt Harmon
Swati Dora
Dolores Maldonado
Heather Brock
Calli Hartman
Hannah Peake
Sheena Patel

Shoutout to Liza Shtilbans for organizing this one!

3 Time Top 25 CS Influencer | Customer Success Leader | Podcast Host | Digital Customer Success Obsessed

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Emma Lo 🧩

Alex Turkovic

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The Battle

Emma Lo 🧩

Alex Turkovic

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Alex Turkovic's LinkedIn Performance

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