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 🧩

StepUpXchange

Operations Manager

CxXchange

Board Member & Community Director

Liv& Travel

Liv& Safari is the latest addition to the growing Liv& Travel brand. A passion project to safeguard wildlife and nature by curating responsible luxury wildlife experiences.

Director of Sales and Marketing

Salesforce

Account Executive, Financial Services Vertical 

Softchoice

Commercial Account Manager

Property Finder

•	Major contributor to driving market penetration of CRM system to 70% in 1.5 years through prospecting, running demos, negotiating, closing, and on-boarding clients; surpassed KPI of acquiring 20 new clients and running 30 engagement & training sessions per month, while managing a portfolio of 200+ clients.
•	Increased client retention by assisting with CRM system set up, conducting training sessions, providing product updates, and reviewing usage which increased client engagement and understanding of the system. 
•	Consulted with clients on their pain points and objectives then guided C-level executives and management teams on best-practice and strategies to increase adoption and usage of CRM system to address their needs.

myCRM Account Manager

iFranchise Group

•	Spearheaded client acquisition, developed sales pipeline, established sales process, positioned company's services as the "go-to" market choice, and successfully tripled lead conversion within 6 months.
•	Developed outbound lead generation pipeline by analyzing and defining criteria for target clients, and managing continuous improvement of conversion process thereby, discovering new leads from multiple industries with a focus on Food & Beverage, Fitness, Beauty, and Healthcare.
•	Cultivated outbound sales pipeline by researching and prospecting for new clients, using sales tactics such as outbound calling, and virtual or in-person meetings, identifying decision-makers and establishing relationships, and collaborating with the CEO and consultants to finalize deals.

BDR & Analyst

The Address Hotels + Resorts

•	Performed all front desk services delivering superior customer experience.

Guest Service Agent

Apex Hotels

•	Provided all front desk services receiving excellent feedback and compliments from management and guests.

Guest Service Agent Intern

Hospitality Concepts & Solutions

Food and Beverage Operations and Consulting Intern

My strength lies in establishing trust with customers and using a consultative approach. Over the last 
 7+ years as a Sales and Account Management professional, I have consistently taken the initiative to truly impact customers and peers positively. I love being a part of my customer's evolution, partnering to understand their objectives, address their pain points, and successfully adopt new technology to achieve their full potential.

I believe in pushing your own boundary, If you're afraid of doing something, go out of your way to try it and you will learn a lot about yourself! My moment of revelation was when I summited Mt. Kilimanjaro. That's when you'll find out what you are capable of. Challenge yourself and you will find new opportunities await.

taplio

The Battle

Emma Lo 🧩

Ashrutha (Ash) Ravimohan

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