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. 

--------------

🤝 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 🧩

Bitsight

Director, Global Customer Marketing

CX 4 Growth

Helping SaaS companies create predictable growth and advocacy among customers and achieve operational efficiency in their Customer Success function. Consulting and fractional services incuding the development and execution of integrated, omni-channel customer-led growth strategies. Specific program outcomes include defining the digital customer journey, accelerating onboarding and adoption, creating an expansion pipeline, building customer advocacy.

Senior Director, Customer Marketing at Trellix (2023), a global cybersecurity company with an open and native extended detection and response (XDR) platform which helps organizations confronted by advanced threats gain confidence in the protection and resilience of their operations. While at Trellix, I established the foundation for customer engagement through programs that focused on 1:many strategies to harness customer loyalty and influence expansion. Programs included:
■ boosting product awareness 2.5 times industry average through a monthly communication strategy valued by Customer Success Managers challenged with customer responsiveness
■ increasing customer advocacy by 200%+ through proven outreach framework and alignment with Sales and Customer Success teams
■ activating Executive customer participation in demand generation activities with the launch of the Trellix  CISO Council
Fostered alliances across Sales, Customer Success, and Product Management teams to elevate customer successes.

Prior to focusing on the on post-sale customer experience in 2014, I provided consulting services related to market research, competitive analysis, customer experience, analyst relations, event management, and more.

Customer Growth Strategist

DataRobot

Reporting to the CMO, I transformed the customer marketing strategy and unleashed customer communication channels. Focusing first on customer advocacy, I oversaw the team executing Voice of the Customer (VoC) programs while aligning customer success and sales activities to better communicate product value, offerings, and solutions. These changes accelerated product adoption and customer advocates. 

■ 130% increase in customer advocates in 6 months through customer advocacy strategy introducing process, platform, dashboard, and sales training (150+).
■ 6x boost in customer visibility opportunities based on web, socials and events.
■ 800% increase in 3rd-party review traffic in 4 months through strategic customer outreach.
■ 50% open rate in 3 months after expanding email outreach, improving product/release awareness, adoption and peer successes.
■ Introduced executive customer advisory board (ECAB) and product advisory board (PAB) strengthening customer engagement, product feedback and executive visibility.
■ Implemented tech platform and customer testimonials library. Streamlined customer nominations, reference requests and customer asset use through Salesforce. Promoted attribution of customer voice to inform closed won business.

Vice President, Customer Marketing

Veracode

Reporting to the CMO, I set the strategic vision and established the customer engagement team developing and deploying programs which contributed to retention and influenced expansion opportunities. I delivered customer expansion by uncovering customer stories to attract and scale new business. I also directed integrated programs in lifecycle marketing, customer advocacy and Community, building off prior 1:1 customer success strategy to efficiently grow engagement with large user groups. I developed a growing membership of customer advocates and influenced Gartner® Magic Quadrant™ and Forrester Wave™ leadership positioning through an integrated customer advocacy strategy.

■ 90+% retention and 70+% expansion across customer accounts engaged in application security certificate program.
■ Revamped and released dual-incentive loyalty program featuring customer certifications aligned with NIST, PCI, and additional standards.
■ 10x growth in loyalty program in 6 months by streamlining/automating onboarding, adoption, and metrics. 
■ 90+% community registrations following automations and self-driven onboarding, decreasing time to first value 22%.
■ 20% boost in CSM efficiency and greater product adoption through data-driven, integrated campaign aligned with customer success touch points.
■ 2,500+ customer accounts in peer-to-peer learning and product optimization through newsletter with 2x industry average click-through rates, integrated with webinar and community.
■ 4x increase in 3rd-party reviews due to multi-vendor strategy to secure customer testimonials. Earned TrustRadius, Gartner and PeerSpot recognition due to review volume and ratings.
■ Introduced company’s first Customer Advisory Board, encouraging consistent engagement between executive buyer personas and leadership team.

Director, Customer Engagement Programs

Based on previous wins in Customer Success, I was invited by the CMO to step in as the inaugural Global Community Leader. I shaped the Community-led digital engagement and growth strategy. I oversaw the delivery of cross-functional programs for developer/customer advocacy, digital communications, events, and thought leadership.

■ 44% growth in Community active accounts with 5,300+ members in the 1st year. 
■ Launched digital customer success by incorporating customer onboarding processes into Community. Added automations and self-service functionality, simplified user experience, and broadened channels of communication.
■ Introduced self-service product ideation feature in Community.

Global Community Manager

Early member of a growing Customer Success function. Pivoting from Marketing to Customer Success, I defined playbooks and articulated value to the customer. Responsible for the value realization of global, enterprise customer portfolio, including onboarding, product adoption, utilization and retention. I worked closely with Sales counterparts to identify expansion opportunities and boost account growth.

■ Achieved 100% customer account retention, advancing product alignment with customer's goals and adoption across various customer personas such as executive buyer, product champion and developers/users.
■ Advanced $1.9B acquisition by managing multiple stakeholders in a 3-month M&A due diligence.
■ Developed playbooks and processes to gain velocity behind customer success team.
■ Mentored associate customer success managers.

Previous to Veracode, served as Director of Marketing for CapGemini (Formerly Kanbay International) and Plaut Consulting and Industry Analyst for Gartner.

Principal Customer Success Manager - Security Program

Kanbay (acquired by Capgemini)

Responsible for analyst relations and field events. Worked collaboratively with Investor Relations and Corporate Communications teams to support Kanbay’s Initial Public Offering.

Director, Marketing

Plaut Consulting CZ

Led the marketing team for the North American division of a German SAP systems integrator and applications outsourcing company. Responsibilities included, partner marketing, brand management, collateral development, analyst relations, demand generation, field and corporate events.

Gartner

Researched, published and advised on the competitive landscape, market demands, customer needs of the Application Outsourcing and IT Outsourcing markets.

Senior Industry Analyst

As an experienced customer growth leader, I strategically influence strong customer retention and turbo charge revenue growth for SaaS organizations. By tapping into customer insights, I build programs that are the connective tissue across the customer journey to make value realization the goal, renewal a non-event and expansion and advocacy the reward.

As a people leader, I enjoy developing talent, motivating professional growth and creating an environment that supports creativity and collaboration. 

As a team member, I appreciate the camaraderie that develops through brainstorming and working together to accomplish big things - for our customers, for the team, for the company and for ourselves.

* Customer Experience Strategy & Measurement - 90%+ retention: Create consistent customer engagement across their journey, from executives to champions to users. Analytical, driven, and versatile, identify key performance indicators (KPIs) and repeatable best practices to improve outcomes.

* Customer Lifecycle Marketing - 70%+ expansion: Drive sustainable revenue growth through targeted, omni-channel strategies from pre-sales to expansion. 

* Customer Advocacy - 130% of active customer advocate goal achieved within first 6 months: Proven advocacy framework, internal enablement, technical foundation and cross-functional partnerships.

* Digital Experience - 22% faster time to first value: Digital-led strategies, leveraging Community as the foundation, from onboarding, adoption, support, ideation to loyalty that accelerate and scale product adoption. 

* Community - 20% CSM operational efficiency: Increased feature adoption, increased customer self-service, increased portfolio awareness.

* Customer Success: 100% customer account retention as a strategic partner and advocate for customers throughout the customer lifecycle.

* SaaS Expertise: Deep understanding of SaaS products, as well as user/developer communities. Expertise differentiating SaaS companies in Cybersecurity, AI/ML and data, including advancing SaaS product adoption.

Care to connect? Let’s talk about:

Customer Success | Customer Lifecycle Management | Customer Engagement | Customer Experience | Customer Advocacy | Customer Journeys | Customer Advisory Boards | Customer Loyalty | Customer Loyalty Measurement | Customer Retention | Customer Insight | Customer Experience Transformation | Customer Marketing | Customer Segmentation Strategy | Community Building | Community Engagement | Stakeholder Relations | Communications | Brand Loyalty | Revenue Generation | SaaS Product Adoption

taplio

The Battle

Emma Lo 🧩

Asha May

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?