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 🧩

dotCMS

Content Management. Without Limits.
Contact me to join our international group of Partners.
- Built a Partner Network playbook
- Added 30+ partners to the dotCMS Partner Network
- Worked with Product and the Development team to develop integrations with 3 Tech partners
- Supported the establishment of the Partner Advisory Board
- Established the dotCMS Annual Partner Awards

Global Director of Partnerships

Pavilion

City of Toronto - Steering Committee

Global Sales Process Channel Co-Chair
Stimulating discussion about all things Sales Process for VP, Sales and CROs around the planet

Member 

Pavilion is powered by an international community of revenue leaders from the world’s fastest growing companies. Together, we teach new skills, forge meaningful connections, and help our companies grow. 

As Core Group Leader, I support and empower Executive peers on their career journey through group facilitation, moderation, and curated roundtables. 

Unlock your professional potential and level up with community-powered learning for CEOs, GTM leaders, and teams. Join today at joinpavilion.com/apply-now.

Envoy

Forget it Felix

Do you or your child seem to forget the little things in life? Like something at school or in the car or bus? Are you or your little one getting frustrated and wish you could remember not to forget?

If so, Forget it Felix is a book that just about everyone can relate to, whether you are a parent or a little one who is starting to experience a busier life full of activities and, of course, a few distractions.

Book Author

WayPath

Our team of software consultants, architects, developers and project managers have extensive experience working on enterprise customer communication, customer relationship and content management platforms.

Chief Revenue Officer

Fractional Consulting and Sales Leadership

Working with Customer Experience solution providers and analysts to improve their offerings and to sell their offerings.
- Supporting the launch of Medical Infomatics Systems to provide real time information in the post Covid-19 era
- Providing Content that will improve organizations SEO to increase lead generation and revenue
- Improving Sales Teams skills through coaching and Sales Enablement tools
- Customer Communication Management business transformation consulting
- Sales Process - It's all about MEDDIC.

Managing Director - CAN

Doxim

Doxim is a leading provider of Customer Communications Management SaaS to the financial services industry. These solutions are used by banks, credit unions, wealth management and investment brokerage firms to create, manage and deliver business-critical customer communications more efficiently and cost effectively.

Vice President, Sales - USA

Vice President, Sales - Canada

Vice President Sales – Canada - Financial Institutions

Xplor International

Chairman of the Board, Treasurer, Secretary, Canadian board representative
Master EDP

Board Of Directors

United States Postal Service

First and only Canadian to ever serve on this prestigious American committee.

Reporting to the US Postmaster General and advising congress on industry matters; the Mailers’ Technical Advisory Committee (MTAC), composed of the major mailing associations and organizations working with the Postal Service to enhance the value of mail.  

Although tactical technological matters have historically been the focus of MTAC, a new strategic emphasis has been stressed — to challenge members to work with the Postal Service in innovative ways to enhance customer value and expand the use of products and services — in essence — to help identify and develop new growth opportunities for mutual benefit.

Postmaster General's MTAC Committee Member

Solimar Systems, Inc.

Lead a team of Account Executives and Account Managers selling both On premise Customer Communications Management software & SaaS solutions
Including:
- Post-composition tools
- Accessibility Software
- Supported the launch of Augmented Reality and Mixed Reality products

Vice President Enterprise Solutions

Mailing Systems Technology Magazine

Guest Author

Yes... I have built teams, provoked thoughts, written books and articles, spoke at multiple events and played semi-pro beach volleyball but I have a day job... keep reading below.

Paul Abdool is the Global Director of Partnerships at dotCMS where he is focused on building the Partnership Channel to drive a 3-way win - for the customer, the partner and dotCMS. 

He was recently, the CRO of WayPath Consulting where he led the company's Revenue Team to a record number in 2021. He was recently the Vice President Sales for Doxim - FinTech B2B SaaS - focused on regulated industries. Paul led the growing team by servicing the needs of hundreds of credit unions, banks and wealth management organizations in North America. 

Prior to that role, Paul was the VP, Enterprise Solutions for Solimar Systems. He was involved with strategic planning and execution of Solimar's sales and marketing activities. Paul was also the Director of Production Workflow Automation Practice at Ricoh. Before becoming Director, he was a National Practice Manager and a Sr. Managing Consultant for 3 years at IKON. He was the Practice Leader for Financial Services with KUBRA; a service bureau that provided transactional printing and fulfillment, electronic document storage and distribution. Paul also worked at Pitney Bowes in the Document Messaging Technologies Division where he sold document composition, print stream manipulation, and e-billing software as well as production mail inserters and inbound sorters.  Early in his 20+ year career, he developed and sold envelopes to high volume production mail organizations and managed large scale special events & trade shows.  

In his spare time he plays volleyball.

Comprehensive Experience Includes:
- SaaS Sales
- Business Development
- Strategic Partnership Management
- Marketing
- Sales Enablement 
- Workflow Re-engineering
- Project Management and Business Analysis
- Customer Experience via digital channels - CMS, CCM, eCommerce

taplio

The Battle

Emma Lo 🧩

Paul Abdool

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