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

OK - time to come clean. I’m having a love affair…with my CSP! 

But before you judge me, let me explain.

You know when you just fall into a piece of tech and everything just makes sense? When it feels like a natural extension of your mind and your hands? It’s super satisfying when it just works…and even more so - when you have a new use-case and implementing it is just easy.

That’s what Vitally is it for me. 

If I’m being completely honest, it’s been a while since I felt this passionate about a piece of tech.

In the 90’s my Nintendo Entertainment System and DiscMan was where it was at (Yeah…I’m that old). 

In the 2000’s, I was heavy into audio engineering and felt at home behind a recording console (SSL, Neve, etc.) and a 2” tape machine or ProTools (IYKYK). 

In the early 2010’s I was nerding out on eLearning authoring tools like Captivate & Articulate before transitioning into customer-facing work.

In the past decade or so - all of the platforms I have used to manage customer relationships (and it’s been quite a few…) have just felt disjointed, siloed, clunky or really hard to administer. 

Some do well at displaying customer information, some are great at pulling data in, some are great at helping you manage renewals, some are easy to integrate with other tools, some are great at helping you manage projects, some have now adopted AI very well, some are easy to administer and update, some let you build automations easily, some let you build custom reporting and dashboards that look great…

…and some even get 2, 3 or 4 of the above right.

But for the first time, Vitally has let me tackle all of these things really well in a cohesive, easy to integrate, easy to build and maintain platform. It’s enterprise grade CSP goodness with the nimble flexibility of modern tooling & integrations.

In one place, I now have product telemetry, billing info, CRM customer & deal data, call recordings, emails, support tickets, calendar visibility and more…

What’s even better, I can use all of these things to build automations, alerts, playbooks, tasks without having to live in spreadsheets.

The cherry on top? The embedded AI features let me have conversational interactions with all of this data and account history, making my life as a CX leader exponentially easier.

Cherry not enough for this sundae? Guess what, it’s so flexible - my Implementation Team at Belfry also uses it to manage their projects - in the same tool. This helps us keep our post sale journey cohesive, helps with internal communication & helps us reduce cost on unnecessary tooling.

So…am I in love? You bet I am! Is Vitally my ride or die? Yep!

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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