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 🧩

Ruffday Services

Consulting and Coaching for founders and professionals looking to drive value in a SAAS Revenue role (Customer Success, GTM Strategy, Partnership, Sales, etc).

• Developing and implementing customized GTM strategies for SAAS businesses, (including ICP and IPP mapping) to increase top of funnel sales and customer retention. 
• Provided coaching and guidance to professionals on effective customer engagement techniques to enhance overall business performance.

Founder and GTM Success Coach

Think & Grow

Growth consultant for the Amazon Web Services (AWS) passport program, where I workshop GTM partnership and customer success strategies for global tech companies to scale internationally.

Fractional Growth Consultant @ AWS

Sendspark

Advisor and Investor

Foresight

Advisor and Investor 

CS Angel

CS Angel is the world’s first syndicate of Customer Success and Customer Experience experts ready to advise and invest in startups providing tech that improves Net Revenue Retention (NRR).

I'm also a Customer Success advisor and early investor in Sendspark and Foresight.

The Career Foundation

Worked closely with the Nonprofit in paid executive roles as Board Advisor, Career Coach and Workshop Facilitator for programs such as Path2CS, WorkFairly, and FIT to guide women and other professionals on their career transitions into tech and Customer Success.

Advisory Board Member & Coach

ReadyMode

ReadyMode is a CRM that provides data-driven insights and analytics for Enterprise businesses.

Accomplishments:
• Doubled Net Retention Revenue within 1 year through cross-functional process changes, team enrichment, and focus on ICP (ideal customer profile).
• Introduced and grew Enterprise customer segment, resulting in ARR increase of 54% within first 6 months.
• Strategically restructured CS team to optimize onboarding and growth functions by separating team leads and defining Onboarding, Scale, Ops and Strategic CS functions.
• Led multi-layered CS team, doubling to 14 employees.
• Actively hired, trained and set team KPI metrics that were previously undefined (including NRR and portfolios).
• Developed CS Journey and Playbooks for company's rebrand and move to Enterprise.

Vice President of Customer Success

Pluralsight

Pluralsight is an Edtech organization with a mission is to democratize technology skills and support organizational technology innovations.

Accomplishments:
• Piloted new internal team structure for Enterprise to drive renewals.
• Drove strategic client outcomes for North American enterprise customers in financial services, consulting, and software industries.
• Managed CS lifecycle, built success metrics and ROI value drivers for C-suite leaders using Gainsight.
• Created engagement and adoption strategies for program owners and learners.

Enterprise Customer Success Lead

Udacity

Udacity is an Edtech startup and market leader in talent transformation

Managed client outcomes and strategic customer success planning for Enterprise customers (Fortune 500 and Global 2000 companies), and led new team enablement.

Accomplishments:
• Scaled enterprise account portfolio from $3M to $8M.
• Brought in additional $500k annual recurring revenue from Canadian public sector account through consultative alignment.
• Drove full implementation of Gainsight (customer success solution) from vendor evaluations and negotiation to implementation and training for Enterprise team.
• Managed and coached Technical CSM to develop client documentation and analytics.
• Developed playbook and success plans framework to drive business outcomes during customer lifecycle and onboarding.
• Strategized product roadmap with Product and Content Teams, providing feedback and prioritizing customer issues/requests.

Enterprise Customer Success Manager

Ottimate

Ottimate (Formerly Plate IQ) is a YC15 SAAS tech startup that optimizes financial accounting automation, purchase data analytics and cloud-based invoice storage for restaurants.

Responsible for driving insight on gaps between product and customer experience through data analysis and cross-functional team collaboration.

Accomplishments:
·       Trained global data operations team of 300 users to align data quality in accordance with evolving customer needs
·       Managed annual operations budget of $1.2m to reduce costs by 2%
·       Managed change transition for 300 users to new internal data operations product
·       Developed business operations strategy to optimize product delivery and meet SLAs while maintaining reasonable support costs
·       Defined clear project road-maps with deliverables and milestone dates, maintaining project plan and status, providing frequent updates while identifying and communicating risks/adjustments
·       Built Feedback and Analysis Reports to identify trends and improve quality on an ongoing basis

Head of Customer Success

Launched and led Customer Success team to ensure customer satisfaction during lifecycle; through customer relationship and product management, while liaising with sales, and engineering teams. 

Accomplishments:
•  Increased customer base from 360 to 1800 restaurants by implementing new on-boarding and AM processes.
•  Reduced churn from 25% to less than 1% by restructuring a consulting approach for new customers.
•  Saved company $95K through 35% reduction in on-boarding time and increasing product integration efficiency.
•  Scaled AM team from 1 to 5 people.
• Product managed accounting software integrations and partnerships with Quickbooks, Sage, Intacct, Xero, Compeat, Restaurant 365, and Ctuit.

Founding Customer Success Manager

Advisor & Coach | LinkedIn Top Voice | Top 10 CS Thought Leader Watchlist |

With over 16 years of experience in customer success, consulting, and coaching, I am passionate about helping individuals and businesses achieve their goals and grow their potential. As the Founder of Ruffday, I offer practical and actionable guidance on customer success planning, strategy, and execution.

My expertise in customer retention, communication, and coaching stems from my diverse and global background in leading tech startups and consulting firms. I have also been recognized as a Customer Success Coaching Thought Leader. As a guest lecturer, advisory board member and coach, I share my knowledge and insights with aspiring and established professionals in the customer success field.

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Emma Lo 🧩

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