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 🧩

Top 25 Customer Success Influencer 2023 | Fintech Business Strategist | Customer Success Leader | Women in Tech Advocate

I’m a Customer Success pro with over a decade of experience helping Tech companies drive adoption, reduce churn, and unlock revenue growth. My background spans both pre- and post-sales motions, where I’ve launched scalable GTM strategies, built customer success programs from the ground up, and partnered with enterprise clients to deliver measurable business outcomes.

I specialize in creating strategies that align product adoption with growth objectives, whether that’s through churn mitigation, segmentation analysis, or designing scalable playbooks that empower teams and customers alike.

I’m also committed to the Customer Success community, serving in leadership and advisory roles across CxXchange, CS Middle East, Latinos in Success, and RevGenius, while sharing insights through speaking, consulting, and thought leadership.

Outside of work, I’m an avid traveler, yoga practitioner, lifelong learner. These experiences have shaped a global perspective from living and working in the UK, France, and across LatAm.

CORE STRENGTHS:
• Customer Success Strategy & Leadership
• Revenue Growth & Retention Programs
• Enterprise Relationship Management
• Cross-Functional Collaboration & GTM Alignment
• Community Engagement & Thought Leadership

INDUSTRY EXPERTISE:
•	SaaS Solutions
•	Compliance/Trade Surveillance
•	AML & KYC Strategies
•	Fixed Income Trading & Derivative Instruments
•	Financial Market Research
•	Institutional Investors (US/Latam)
•	Maritime Solutions (AIS & Global Trade Flows)
•	Defense Sector (US/EMEA)

TECH STACK:
•	LinkedIn Sales Navigator
•	Salesforce
•	Hubspot
•	Jira
•	Figma
•	Confluence
•	Power BI
•	Tableau
•	Qualtrics
•	Wiki
•	Splunk
•	Calypso
•	Refinitiv Eikon/Workspace
•	Bloomberg Terminal
•	Canva
•	Camtasia
•	ZoomInfo
•	Vidyard
•	Slack
•	Zoom
•	Microsoft Teams

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Emma Lo 🧩

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