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. 

--------------

🤝 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 🧩

My first Thanksgiving memory is not the turkey. 🦃

It is a teacher.



I was 5.
New to New Jersey.
New to English.

Mrs. Johnson asked us to cut out paper turkeys.
She talked about harvest and pilgrims.


A local newspaper came that day.

They took a picture of me dressed as a pilgrim,
sitting at a tiny table, eating pumpkin pie.

I do not remember how the pie tasted.
I remember her kindness.


After school, she would sit with me one on one.

Point to an apple.
Say “Apple.” 🍎
Wait for me to repeat it back.

Day after day, she gave me something my grades could not show yet.

Belonging.

——————————-


Life moved on.

I grew up, built a career, moved countries.

But I never forgot her.


Years later, as an adult, I wrote a letter to thank her.

The school forwarded it to her family. 

A few weeks later, a reply arrived from her retirement home in Florida. 

She still remembered me.
Almost 40 years later.

——————————-

When people talk about opportunity, this is who I think of.

Yes, my parents worked hard.
Yes, I worked hard.


But before all of that, there was a teacher who made room for a quiet five-year-old immigrant at the table.

Who slowed down.

Who showed me, in a new country, that I was not an outsider.



This Thanksgiving, I am grateful for the Mrs. Johnsons of the world.

The people who:

→ Explain the simple things without making you feel small

→ Notice who is struggling and stay a little longer

→ Remember you, even decades later



If someone did that for you, this is your reminder.

Write the letter.

Send the message.

Say thank you while you still can.


#thankful #gratitude 

P.S. do you still remember the cords  📞

Emma Lo🧋

CS & RevOps Leader | Driving Scalable Customer-Led Growth Across GTM | Top 100 CS Strategist 2025 & CS In Focus Podcast and Owner

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Meet James Alarcon 


We first met at the ChurnZero event 

Since then, he has been the friend who checks in, calls when you are in town, and makes time to connect.

I watched him move from team lead to director. 

He built with what he had.

Tested, iterated, and defended his team when it mattered.


Everyone can talk strategy.

Few can influence a vision and get people aligned.

Even fewer roll up their sleeves and do the hard work. 💪


Now he is in a new role, with his playbook tested and the land mapped.

He is hiring for CSMs🔥


If you want to work for a leader who grows both people and revenue, talk to James Alarcon. 

#hiring #gta #customersuccess

Took my kids to see Wicked 2 this weekend.

I walked out thinking about all the themes

Living in a bubble.
No place like home.
Finding something worth fighting for.


My kids? 

Flying monkeys.
A green girl finally learning to use her powers.
And a lot of very loud singing. 🙉

P.S. Have you seen the movie?

AI in CS is stuck in the messy middle. 


At NY Success Week, I asked Brent Grimes from Reef.ai a simple question:
Where are GTM teams really with AI adoption?

His answer: 
Plenty of AI projects.
Very few signals strong enough to change a forecast, renewal plan, or board slide.

For GTM orgs, that is the real execution gap
→ Fewer signals, higher conviction.


What we should look into with AI: 

1️⃣  Revenue signal

Churn, down sell, and expansion probabilities 6 to 12 months out 
that influence your commit, not just a health score.


2️⃣ Value signal

Proof that customers are achieving outcomes 
that tie directly to renewal and expansion, not just logins or activity.

3️⃣ Coverage signal

Clear visibility into which champions, buyers, and users are engaged with those outcomes, and how recently.


If AI cannot help you see risk and expansion early enough to change the number, it stays in the experiment bucket.

Are you growning in dashboards and still guessing on renewals?

#reef #ai #GTM #renewals #cs

What happens when Tamagotchi grows wheels and runs on GPT?



As a kid, my “robot” was a Tamagotchi. 🐣

A few pixels on a keychain, and you had to remember to feed it.


Now we have Loona. 🐶 

A robot pet that follows your kid, remembers their face, reacts to emotions, chats with GPT, and helps with homework.


Cool, yes.

However, it subtly changes the meanings of “friend,” “play,” and “help.”


I’m excited about robots like Loona in kids’ lives. 

I’m just not sure I want them replacing relationships and learning. 

P.S. Would you let your kid have a GPT robot best friend?

The truth behind “healthy” accounts that still churn


Your post-sales pipeline is not a calendar.
It is proof that you are solving real business problems.

On CS in Focus Live, Roland Griesmayer and Anthony DeShazor said the quiet part out loud about forecasting:


Money follows problems.
Predictability follows clarity.


Roland’s bar for a real deal was simple:

If a rep cannot clearly explain the business issue the customer is paying to fix, the deal is not predictable.

“Making someone’s job easier” is not a business issue.
“More intuitive” is not a business issue.

You need answers like:

This fixes X.
This prevents Y.
This unlocks Z in revenue or removes Z in cost.


Anthony pushed the harder truth. 

Most teams don’t fail at delivering value.
They fail at telling the story of that value in a way a CFO will repeat in a budget meeting.

With just over five weeks left in Q4, post-sales pipeline reviews need to tighten up:

1/ Start with the business problem

For every renewal and expansion, ask:
What problem did we solve and how does the customer describe it?


2/ Tie the forecast to a real sponsor

Has the person with budget and authority engaged on that problem in the last 90 days?


3/ Require a written value story

One short paragraph per account: problem, impact, and why it matters now.

If your CSM cannot write it, you cannot forecast it.


4/ Use signals, not sentiment

Swap “they love us” for proof: outcomes achieved, milestones completed, risk removed, executive alignment.

5/ End every review with ownership

Each renewal and expansion needs an owner, a next action, and a date.
No “we will keep an eye on it.”

-------------------
That was the through line from the live:

Real problems make deals real.
Clear stories make revenue predictable.

P.S. What's your non-negotiable when reviewing a deal? 

#gtm #pipeline review

Forecast this in 30 seconds. 


DAUs are up 18%.
Your champion just left.
Procurement took control.
A second product POC is live.

What’s your renewal probability now...and why?


Most teams default to pipeline. 

However, operators weigh three things first: 
relationship health, user outcomes, buyer control. 

Which one would change your forecast today?

-------------------------

This Friday Eleanor (Ella) Eng and I will interview Anthony DeShazor and Roland Griesmayer on how they build forecasts that survive board inspection. 

We’ll dig into signals, weights, and the inspection cadence that keeps accuracy high.

Join us on CS in Focus LinkedIn Live

📆 Friday, Nov 21 · 12:00–12:45 ET

🔗 https://lnkd.in/gthvhXX5

P.S. What’s your non-negotiable metric in a 2026 forecast, and why?

#gtm #forecast #linkedinlive #cs

Feeling overwhelmed by Black Friday deals?

Same.


Yesterday, I was browsing the Apple website like a lost child in a corn maze.

So many models. So many chips. So many display options.

And then I met Cierra over the phone.

The best Apple Sales Rep a confused customer could ask for.



I told her all my fears:

What if I pick the wrong chip?
What if I regret the memory?
What if I’m stuck with a machine that hates me by January?

She didn’t rush me.
She didn’t push a promo.

She listened.
She broke down the decision.
She made sense of my chaos.

With the kind of calm only seasoned retail heroes have during BFCM.

But the part that stayed with me?

She shared my excitement.

I told her I’m starting a new chapter. A new season of life. 

She lit up and cheered me on like I was Dorothy stepping onto the yellow brick road, with a brand-new MacBook and ready to click my red heels. 👠 

Somewhere in that call, I realized something simple:

You don’t need the most expensive laptop to get the best outcome.
You need the one that actually fits your work, your life, and your next chapter.


It reminded me that good customer service isn’t about the product.

It’s about the person who helps you believe you’re making the right choice.


Cheers to you, Cierra. 🎩 

You turned Black Friday chaos into a little moment of courage.
And I’m grateful for it.

#blackfriday #apple 

P.S. The best email I got from BFCM.

Randi-Sue Deckard 🔬

GTM Leader -Sales/Marketing/CS/Revops🔹Strategy 🔹$1-$100M B2B🔹SaaS & Services🔹Influenced $100M+ in Revenue🔹GirlzWhoSell Mentor & Advisor🔹Pavilion-Co-Chair DFW Chapter🔹Speaker 🔹Advisor🔹Future Author 📚☕️🐾

Why does a Scientist make an awesome Customer Obsessed Revenue Growth Leader? #TheLabMindset

I was literally trained to experiment. Be extremely curious. Test, Refine and iterate! 

Research like a boss and use system level thinking!

It builds resilience (failure = reiterative process to get the desired outcome).

Document like a boss - I was trained if it wasn't written in black ink it didn't happen. 

Data driven decision making. Look for patterns to determine the best "lever" to change.

Embrace Change - always looking for ways to improve productivity/efficiency which help me look at the end-to-end CX (hello, bowtie) and find ways to reduce cost to serve for sustained profitability. 

Process/Frameworks are critical - how else do you design an experiment? (for business =GTM- Revenue Architecture model)

Communication -lots of papers written and one of my ninja skills is simplifying the complex so anyone could understand!

Present my findings and get grilled - Objection & Rejection proofed because I proactively prepared and expected this to occur.

Here's a little bit more about the Professional Me:

Leadership Style 
-Servant Leader
-People first

Strategic & Data Driven Decision Leader
--work with executives & board
--cross functional collaborator
--manage and execute projects

Embrace Change and Being a Change Agent

Trusted Advisor both internally and externally. Love creating raving fans throughout the whole ecosystem.

Great communicator and ninja rapport builder from board - peers- team - customers

Builder
--Teams
--Startups
--New Business Units
--GTM 

Revenue Growth
 --new logo
-- customer expansion
--strategic partnerships
--M&A

Financial Acumen 
--Profitability through retention and sustainable repeatable processes (understand the business unit economics)
--P&L Ownership

Experience with professional services & software solutions

Optimizer and Fine Tuner with Iterative Process improvement mindset 
--applied to GTM, Revenue Architecture and Customer Relationship Management

Growth Mindset
--lifelong learner who's obsessively curious
--personal and professional books & courses
--active in professional communities like Pavilion

High EQ - great mentor/coach

Thought Leader
-podcasts, panels and speaker
-writer & future author

Strategic Advisor for GTM - obsessed about sustainable growth!
-$1-$60M in ARR

Ssh don't tell but I might have an espresso & chocolate addiction according to my hounds who are currently giving me sideye. ;-)

2025 Sprouts "25 Women in GTM" to watch 2024 & SalesIntel "Top 100 & 300 Women" Making an Impact in B2B SaaS

Executive Member and Co-Chair of DFW Chapter

Pavilion, formally Revenue Collective, is a private membership organization for commercial growth operators. Our community is designed to support the professional development of revenue leaders at high growth companies, facilitate the sharing of best practices, and serve as a trusted private community.

This reminded me of something we forget too often: connection is a strategy.

I flew to Vegas for 🍽️ this week. 

Before you give me 😒, I wasn’t the only one. 

The Wednesday Women Dinner sponsored by Sendoso  was more than a networking event; it was a reminder that real growth happens in conversations where the masks come off.

Because when women gather with intention…

💜We show up fully.

Not the polished LinkedIn version but our real selves.

💜We strengthen our circles.

Reconnecting with women who challenge us, cheer for us, and remind us of who we are.

💜We talk about what’s really going on.

Not just pipeline or productivity.
But the season we’re navigating, the weight we’re carrying, the wins we’re proud of, and the things we’re still figuring out.

I left feeling grounded, inspired, and grateful.

If you’re looking for “what’s next” in your career or your life…

Start by showing up.

The right rooms will meet you halfway.

And the 7 course meal & wine pairing was out of this world but just an added bonus. IYKYK


#WomenSupportingWomen #Community #LeadershipJourney

Gratitude gets all the spotlight this week. 

But here’s a twist: I’m just as thankful for the grit as I am for the grace.

It’s easy to give thanks for what went right: the wins, the milestones, and the good calls.

But the moments that shaped me most this year? 

The ones that stretched my patience, tested my confidence, and forced me to refine the systems underneath.

Gratitude without grit is surface-level. 

Grit without gratitude is burnout.
 
Together, they build resilience, and the kind of leadership that lasts.
 
What challenge are you most grateful for this year ...the one that grew you the most?

 #Leadership #GrowthMindset #RefinementLoop #Gratitude #TheLabMindset

AI is not allowed in the kitchen 🤣 and definitely no clones! 🤖 

Happy Thanksgiving y'all. 🦃

I’ve been refining something behind the scenes in my 5-9.
 
It’s not a new title or product but a way the help everyone experiment, refine and iterate because progress over perfection!

In January, I’m launching The Refinery a monthly newsletter:

👉 one insight

👉 one system 

👉 one experiment the first Tuesday of each month

All to help you lead with clarity.

No noise. 

No inbox overload.

Just refined ideas that turn intention into motion.

If you want the first issue when it drops, join the early list (link in the comments). 

💥 Bonus--The "welcome e-mail" has a downloadable worksheet to help you reflect on 2025.

#leadership #growthmindset #continuousimprovement #therefinerymonthly

Celebrating the Small Wins

We talk a lot about the big wins in our careers. 

The headlines. 

The titles.

The trophies.

But the truth is, the big wins take time.

They're slow.

They're built through the quiet moments where no one is watching.

It's the small wins that actually fuel us.

The consistent effort. 

The uncomfortable growth.

The times you choose to show up with courage when it would be easier not too.

The little experiments that didn't seem like much until one of them changed everything.

This award is a reminder that none of its wasted. 

Every rep counts. 

Every refinement matters.

If you're working towards something that feels far away, keep going. 

Celebrate the small steps. 

They are not the prelude to the big win....they are the win!

And I'm grateful for every one of them.

Cheers to those small wins that transform us along the way.

What small win are you celebrating?

#leadership #growthmindset #AI

Happy Thanksgiving Y'all 🦃 🤠 

While life has a way of hitting back hard, and not everything on my 2025 bingo card is something I would have chosen for myself .....

I've always been a glass half-full and strong belief that things are happening for me (and yes, rejection is protection).

There are so many things that I'm thankful for and it starts with you and your support - 7K+ of you and counting.

Wishing you and yours a Happy Thanksgiving.

#gratitude #thankful #HappyThanksgiving

Sobremesa - my new favorite word

The plates are empty, the wine’s half gone, and no one’s reaching for their phone ....just ideas, laughter, and truth.

You know that moment, the one after the meal.

 The conversation deepens.

 The laughter softens.

 Time slows down.

 No one’s in a rush to leave because what’s happening around the table is rare: people being fully present.

These are the moments I live for.

 The ones where connection turns into collaboration.

 Where ideas start flowing, walls come down, and you leave feeling seen and inspired.

We chase big wins, big goals, big stages… but sometimes the most powerful spaces are the small ones.... where trust builds in real time.
If we could bottle that energy , curiosity, listening, genuine exchange, and bring it into our teams, our meetings, our lives...

Imagine what we could create.

When was the last time you stayed long after the meal because the conversation was just that good?

Shoutout to 🌎 Jacquelyn Nicholson and Krysten Conner for another memorable dinner in the books. Ladies, we need to remember to take pics. 

 #Leadership #Community #Connection #TheLabMindset #GrowthMindset #HumanFirst

If your to-do list is running your life… it’s time to flip the script.

Most creators and founders are wearing all the hats and burning out trying to keep up.

But what if you could cut your workload in half without cutting the quality of your brand?

I’m teaming up with Graphy Inc. to show you how to use AI as a true creative partner.

One that helps you move faster, create better, and finally breathe again.

Save the date:
📅 Monday, Dec 8

 ⏰ 11:00 AM CST

 📍 Live on Zoom

If you want smarter systems, sharper content, and more time back in your week, don’t miss this.

Save your seat - registration in the comments!

#AI #AIforCreators #partnership

Open the door! 🚪 

Most people say they’re waiting for the right opportunity.

But the truth?
Most people don’t even realize the door is already open.

We picture opportunity as this dramatic moment spotlights, trumpets, a clear sign pointing the way.

But in real life?

Opportunity usually looks like a cracked door you’re scared to push on.

I’ve walked through a few doors in my own life:

🔹 From clinical scientist to go-to-market leader
🔹 International moves
🔹 From “maybe someday” to actually building the life and career I wanted

None of these moments showed up as a grand entrance.

They showed up quietly disguised as a whisper, a nudge, a feeling that said: “Try. Just try.”

But here’s the provocative part:

Most people aren’t stuck because they lack opportunity.

They’re stuck because they’re unwilling to walk through uncomfortable doors.

Doors that require you to bet on yourself.

Doors that ask you to leave an outdated identity behind.

Doors that don’t guarantee applause on the other side.

Every transformation ,every reinvention,starts the same way:

You notice the door.

You get curious.

You take one step.

And then everything changes.

So here’s the real question for this season of your life:

👉 Are you actually open to the possibilities in front of you… or are you waiting for permission to walk through the door?

Because no one’s coming to open it for you.
You do that.

One step.
One choice.
One door at a time.

#growth

Excuse my crazy Saturday hair. 🤣 

Shoutout to Sendoso for my Winter Wellness Kit because self-care is NOT selfish.

This was such a nice touch that just keeps the Vegas Wednesday Women experience one of my November highlights.

This is your PSA to find the right community because there's nothing like great conversations and experiences to light you up!

#experience #community #gratitude

December used to feel like the month you wind down.

Now?

It feels like the month I level up.

It’s my birthday month. 🏹 🎂 Don't judge - yes, I really celebrate me all month!

My reflection month. 🪞 

 My decision-making month. 🤔 

 My “step into your next version” month. 🚶‍♀️‍➡️ 

I’m not rushing.

 I’m not forcing.

 I’m simply choosing to grow intentionally, consistently, boldly.

This is my season. 🙌 

The one where I back myself fully, refine as I go, and build the life + work I actually want.

Let's face it work life balance is a MYTH. It's about priorities and I'm being even more intentional about my 5-9.

If you feel the shift too… welcome.

Lean in and buckle up because success is messy! (yep, another #randisueism)

Share what you're leaning into in the comments.

#GTM #leadership #growthmindset #thelabmindset

😴🐾 when mom‘s up too early working on side hustle her coworkers are low energy 🤣

#sunday #earlystart

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The Battle

Emma Lo 🧩

Randi-Sue Deckard 🔬

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The Battle

Emma Lo 🧩

Randi-Sue Deckard 🔬

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);}Emma Lo 🧩's LinkedIn Performance

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