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 🧩

I have spent 25+ years turning operational chaos into competitive advantage. From leading 500+ person field operations across North America to scaling tech companies through series B funding and successful exits. I specialize in building systems that work when it matters most, My track record includes improving customer journeys, driving team growth and implementing AI driven processes that unlock the potential of companies’ true assets, their people.

What sets me apart is my relentless pursuit of improvement and ability to operate in extreme environments - from war zones in Afghanistan and Iraq to boardrooms during M&A negotiations. I do not just lead operations; I transform them into growth engines. Whether its embedding AI into daily workflows, scaling into new markets, or preparing organizations for exit, I bring both strategic vision and tactical executions that delivers measurable results.

Value Levers
Strategic Planning | Operational Excellence | P&L Management | Leadership Development | Organization Transformation | Change Management | International Business | Investor and Board Relations | Mergers and Acquisitions | Revenue Growth | Performance Management | Culture Building

Leadership Philosophy
“Lead with respect, ownership, and integrity. Build cultures that unlock potential, execute with rigor, and compound value.ˮ

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The Battle

Emma Lo 🧩

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