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 🧩

Entrepreneur Building Business and Writing About the Process.

I help founders who are stuck.

Not stuck because they don't know enough. Stuck because they can't see what's actually working in their business.

I've spent years building companies, communities, and connections. But what I've learned is this: strategy without execution is just theory. And execution without perspective creates burnout.

What I do now:

Work with founders and leaders who are ready to:

- See their blind spots (the patterns they can't see themselves)
- Turn insights into action within 72 hours
- Bridge the gap between what they want and what's actually working

Think of me as your mirror—helping you see your path more clearly.

Three ways to work together:

- Clarity Session ($750) - 90-minute breakthrough on your biggest blocker
- Strategy Sprint ($4,500) - 30 days of strategy + implementation
- Transformation Partnership ($6,000/mo) - 6-month deep work on sustainable growth

Start here:

👉 Take the Founder's Blind Spot Finder (free, 5 min) → See what you're missing
👉 Ready to talk? DM me or book a Clarity Session
👉 Want weekly insights? Subscribe to Ground Control Newsletter (link in bio)

"The real ROI of human connection isn't measured in quarters. It's measured in years, in lives touched, in moments of breakthrough."

#leadership #transformation #clarity #growth #authenticity

Patrick Rife

Remote work killed something we didn't know we needed.

Until it was gone.


A new team member joined one of my teams last month.

She called out our Slack channels immediately:

"This is way too quiet."

"I need to feel people around me."

"Can we do more face-to-face meetings?"

She was right.

We'd optimized for efficiency.

We'd forgotten about connection.

• Async communication isn't always better
• Silence doesn't mean productivity
• Some people need to feel the room

The best managers adapt to what their people actually need.

Not what the productivity gurus tell us we should need.

What's one thing remote work took away that you didn't realize you missed?

Helping founders see their blind spots & execute in 72 hours | Ground Control

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The Battle

Emma Lo 🧩

Patrick Rife

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Posts

Engagements

Likes

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