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 🧩

PORCH

Member

PartnerStack

Customer Success Manager, SME - Distribution & GTM

Customer Success Manager

RevGenius

RevGenius is a group of revenue-generating sales and marketing professionals brought together to learn, share, support, and grow with each other.

Oremi

Oremi is a social impact brand on a mission to remind us of our innate power to select narratives that unite us, while consciously sidestepping those that sow division.

Impact is at the core of what Oremi does. A significant portion of proceeds will go to organizations and initiatives that support and help newcomers, immigrants, and refugees thrive in their new communities.

Founder

Riipen

Customer Success, Onboarding Team Lead

Customer Success

HESS International Educational Organization

•Awarded 'Outstanding Coach', from a total of 180, for leading my students to the National Championships in Theatre
• Continued retention, as well as increased enrollment of students by an average of 15% in administered classes. Weekly communication with parents allowed for the generation of positive rapport and increased investment in students’ success 
• Achieved a class average of 89% in English proficiency tests, compared to the local average of 81%,  due in-part to a multi-layered classroom rewards system that ultimately fostered a collaborative and competitive learning environment
• Constantly evaluated both students' abilities and teaching approach, and made necessary adjustments to fill in gaps
• Developed creative strategies to forward students learning, whether through newly created activities, increased delegation of responsibilities, or crowd-sourcing student ideas 
•Evolved emotional intelligence and leadership skills by addressing all manner of situations from managing expectations to parent relations, whilst understanding different cultural subtleties
• Established a brainstorming and ideation group with fellow teachers to discuss best practices and develop different ways to improve teaching and learning engagement

English Teacher | Classroom Manager | Learning Facilitator

Carleton University

• Provided drop-in tutoring to students for courses in Entrepreneurship and Supply Chain
• Listened & responded to the academic needs of others with creativity, energy, sensitivity and patience
• Reinforced students’ understanding of subject-specific course material and helped students maximize, expand, and improve their academic skills in business subjects
• Shared subject-specific study skills and overall advice for academic success

Peer Tutor

Sprott Business Students' Society

• Actively involved in the design process of merchandise and curation of outfits
• Employed participatory marketing with students in the determination of final merchandise to make available, leading to strong demand and sales 
• Engaged in creative promotional activities on social media using compelling visual and written content to generate buzz
• Analyzed and optimized order quantities to adhere with budgeting guidelines

Merchandise Intern

Lead To Win

•  Helped Interactive Studios secure a 5-year deal with Cadillac Fairview, by identifying ideal customer profile utilized in lead generation for the sales pipeline, increasing business by approximately 30%
•  Successfully conducted comprehensive environmental, industrial, and internal analysis of 5 SaaS start-ups in identifying key differentiators and developing a go-to-market strategy
•  Called over 100 customers daily, converting 10% into customers (highest in the office) by providing comprehensive product knowledge and handling objections, through outbound calls and email
• Developed and executed social media strategy using Hootsuite to build brand reputation, engage audience and ultimately drive sales growth

Account Manager

Goss Gilroy Inc

• Contributed to over 10 projects by performing qualitative and quantitative research, including literature/file reviews, in-person/telephone interviewing, as well as data coding and analysis using tools such as SPSS and Microsoft Excel
• Employed process expertise in the development of qualitative research instruments, such as surveys and focus group questions, used to gather evidence in the program evaluation process
• Worked under the direct supervision of a project manager and/or other senior staff to deliver valuable client solutions, within the available budget of over $1 million
• Supported more senior individuals in marketing initiatives by completely redesigning the firm's marketing material with a fresh, modern quality 
• Carried out other administrative duties, such as organizing project files and proofreading final reports on projects in support of the firm, as assigned by partners

Research Associate

Founder of Oremi | Helping B2B SaaS build Partnership programs at PartnerStack

What I Believe:
- Business should be used as a catalyst for social good to level the playing field in society, from access to information and opportunity perspective.

What I Do:
- As the founder of Oremi, I'm building a social impact brand that donates a third of its profits to initiatives helping refugees and newcomers become economically independent in Canada.
- As a Success Manager in Partnerships, I've helped over 50 B2B SaaS companies build and scale their partnership program from zero to 10x revenue and beyond.

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The Battle

Emma Lo 🧩

Olayiwola Ogungbemile (He/Him)

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