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 🧩

Michael Ocean

I’ve been in sales since I was 9 (selling sneakers to my classmates), but my real journey has taken me from founding AE to help scaling sales at companies with hundreds of reps.

And no matter the size of the org, one thing’s always been broken: coaching!

It was always reactive. Training was one-size-fits-all. Role-plays? Rare. Real coaching? Only if your manager wasn’t buried in pipeline reviews. And meaningful, actionable feedback? Practically nonexistent.

That’s why we built SellMeThisPen AI - to help revenue leaders scale personalized coaching and practice without adding more meetings or headcount.

Here’s what it helps you with:

✨ On-demand AI role-plays to sharpen real skills

✨ Instant, AI-powered coaching after real calls or mock sessions

✨ Reinforcement learning that actually sticks

Bottom line: It helps your team ramp faster, close better, and grow revenue - without burning out your managers.

If you’re rethinking how you scale coaching, let’s talk. 🤝

Founder & CEO

No more...

👎 CRM update dilemma
👎 Irrelevant & generic coaching & training

SellMeThisPen AI eliminates non-revenue tasks for sellers and helps leaders scale personalized coaching and practice so everyone can focus on what matters most: revenue growth! 

What SellMeThisPen can help you with: 

✨ Automated CRM updates ✨ Real-time and post-call AI coaching ✨ Role-play practice sessions with AI

Don’t let someone else’s definition of success write your playbook.

Most people in business are carrying a quiet anxiety:

“If I’m not doing it like them…I’m doing it wrong.”

So you copy the script:

“Grind now. Live later.”
“Sacrifice everything.”
“After the big win.”

It sounds ambitious.
But it also creates a constant pressure that you’re behind, even when you’re making progress.

Here’s the truth nobody says out loud:

Many “successful” people are just loudly committed to their preferences.
Not some universal rule.

And you don’t need to earn the right to live.

You can build a great business without turning your life into a waiting room.

The real shift is simple:

Define what a “great life” looks like for you first.
Then build the business to support it.

Not the other way around.

Because when you stop chasing someone else’s scoreboard:

	•	decisions get cleaner
	•	priorities get calmer
	•	you stop confusing motion with progress

This isn’t “work less.”

It’s build with intention.

Success isn’t one destination.
It’s alignment.

And the fastest way to lose momentum is trying to win a game you didn’t choose.

If you’re feeling that pressure right now, here’s a better question than “What should I do next?”

“What am I building this for?”

Then remove everything that doesn’t belong.

That’s where the anxiety starts to disappear.


Now back to the fun part - still on the road with Yana Ocean and Mr. Ranger 🐕🚗

P.S. New York was phenomenal - met some of our current clients, closed deals that never would’ve happened over Zoom 🤝

Now onto Philly → Baltimore → DC → Pittsburgh → Cleveland → Chicago to see more of our top clients and partners 🏙️

CEO @ SellMeThisPen.ai - AI Roleplay & Individual Coaching for Client Facing Teams.

SellMeThisPen AI is the best role-play and coaching tool on the market. Period.


Now, you might read that and think: “Cocky motha…! 
But it’s not BS, it’s clarity.


Because here’s the truth: “Best” only matters in context.
SellMeThisPen AI is the best product for the right ICP and it might be the wrong fit for others. And that’s okay.

A lot of buyers get pulled in by hype...big promises, bold claims, shiny buzzwords. So buyers should ask smarter questions like:

- What does “best,” “first,” or “most powerful” actually mean in practice?
- Best for who?
- Best for what outcomes?
- And under what conditions?


Where we win is when teams need more than “just a license.”
We don’t stop at workspace setup. We partner with our clients to build real, functional solutions that drive adoption and we share enablement ideas that stick long after onboarding.


And speaking of “best”…
Another perspective: Ranger (our dog) is the best-looking dog in the world.
No debate. No “depends.” He just is! lol

Also: Philly, Baltimore, DC, Pittsburgh, and Cleveland were all great, but Ranger definitely seemed to like Cleveland the most.

Not sure if it was product-market fit, friendlier people, better weather…but the dog has spoken.


Up next → Chicago. Can’t wait 🤘

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The Battle

Emma Lo 🧩

Michael Ocean

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taplio

The Battle

Emma Lo 🧩

Michael Ocean

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);}Michael Ocean's LinkedIn Performance

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Performance ScoreMichael Ocean's LinkedIn Performance