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 🧩

Sam Jacobs

Founder & CEO

I build elite, modern GTM operators - CROs, CMOs, CCOs, and Revenue Operations leaders - who drive growth at the world’s fastest-growing B2B companies, including Salesforce, Hubspot, Stripe, Oracle, Snowflake, Clay, Klaviyo, Xero, Upside, Owner.com, Otter.ai, and Square

That’s the mission behind Pavilion, the leading global community of over 10,000 high-performance go-to-market executives. We exist to help ambitious professionals unlock and realize their full potential—not just as employees, but as leaders, thinkers, and builders.  

Pavilion is a paid membership for GTM leaders at every level. We provide tactical support, advanced education - incorporating financial literacy, advanced AI-powered GTM motions, and modern leadership tools - career acceleration, and a powerful peer network to help Members perform better in their roles and grow into the next. We operate in every major global hub and represent a new way of thinking about career development—community-powered, principle-led, and relentlessly practical.

This all started with a belief: that greatness exists within all of us. Sometimes it just needs the right mechanism to bring it forth.

To learn more, visit: www.joinpavilion.com

I also co-host the Topline Podcast with AJ Bruno and Asad Zaman.

And I wrote a bestselling book, Kind Folks Finish First, about building with kindness at the center.

Host, Sales Hacker Podcast

Host of The Sales Hacker Podcast featuring interviews and discussion with leading sales practitioners from high growth companies around the world.  

Learn more here: https://www.saleshacker.com/podcast-announcement/

There have been many chapters to Pavilion, my company.

The first chapter, really about 10 years ago through 2021, was a period of organic growth. 

Everything we did felt divine or inspired. I felt like I had the Midas touch, like I could never be wrong.

When we raised money, there was real interest. 
Software was hot. 
Communities were hot adjacent. 

People watched Outreach buy Sales Hacker and thought Pavilion might be something they could invest in or acquire.

***

Then something shifted.

From 2021 through last year, a lot of investors in communities got burned. 

Founders who thought it was easy money learned it wasn’t. 

Observers started talking about the diminishing value of communities and membership models. 

The narrative flipped.

I call that Chapter 2.  

***

But now the narrative is flipping back.

Put it this way:

Given my choice of running

- A professional services firm
- A VC backed SaaS company chasing growth while competing with AI native players and managing impossible targets and legacy valuation

OR

- Running a community

A place that brings people together to deal with volatility and real career risk.
A place that creates actual human connection in a digital world drowning in AI slop, where avatars and agents generate half the messages and nobody knows what is real anymore.

Every week, every day, I read more posts about burnout and exhaustion. 
People are tired. 
They feel isolated. 
They need each other. 

*We* need each other.

Communities are where we reconnect. 
Where we remember what makes us human. 
Where we figure out how to use the robots without becoming them.

I couldn't be prouder to serve, to help, and to offer a space for operators to grown, learn, stay tough and stay compassionate all at the same time.

To help people learn how to play a longer game and to demonstrate it through our actions and our behavior.  

Chapter 3 will be our most impactful and important chapter yet and for a simple reason

Humans need connection and we all need community to help us navigate the uncertain times ahead.

CEO @ Pavilion | Co-Host of Topline Podcast | WSJ Best Selling Author of "Kind Folks Finish First"

Monaco, Risotto, Boulevard, Octave 

I have to say 

The names of these new AI B2B companies are pretty good. 

Way better than:

RevGoesUp or whatever the equivalent would have been a few years ago. 

Aesthetics and style are back in vogue baby.

taplio

The Battle

Emma Lo 🧩

Sam Jacobs

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taplio

The Battle

Emma Lo 🧩

Sam Jacobs

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);}Sam Jacobs's LinkedIn Performance

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Performance ScoreSam Jacobs's LinkedIn Performance