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 🧩

If you own GTM at a B2B SaaS company, you’re probably feeling some of this:

	•	CS is firefighting renewals instead of driving expansion and advocacy

	•	Sales, CS, Product, and Marketing all say “customer-first” but use different playbooks and metrics

	•	Hand-offs are messy, QBRs are inconsistent, and no one has a single, trusted view of customer health and value

	•	The board keeps asking: “How predictable is our revenue from existing customers?” — and the answer is… it depends

You know the growth is there.
It’s just stuck inside your install base and a tangled GTM operating system.

Imagine if:
	•	You had one clear GTM OS that connected Sales, CS, Product, PS, and Marketing around customer value

	•	Every leader could see on one page where value is delivered, where it stalls, and where it silently leaks

	•	NRR, GRR, expansion, and time-to-value were owned, measured, and acted on, not just reported

That’s Customer-Led Growth:
Your best, most predictable growth comes from customers you already have, because your entire GTM engine is built around proving and growing their value.

⸻

For 25+ years, I’ve led customer and GTM teams at Oracle, Cisco, PwC and advised VC-backed SaaS companies.
Across that time, we’ve:

Here’s how I can help -

I work with CROs, CCOs, and GTM leaders at $10M–$100M+ ARR B2B SaaS companies to drive growth from your customer base in 90 days!
	
Want to learn more?  Use one of these 3 options:

1. Take the Revenue Leakage Test https://themovebook.com/?assessments=move&ptoken=sandy-yu#assessment

2. Attend one of my in-person workshops in Fall of 2025 (https://revenueretention.net/in-person-workshops).

3. Set up a Strategy Session (https://zcal.co/sandyyu/zchats) to discuss where your revenue leakage might be.



Sandy Yu

Do you have a personal brand?

Do you know what it is?

Bayron Toruño Solano and I believe that

"Your brand isn't your job title. It's who you are, how you show up, and what people feel after interacting with you."

That's not just advice for CS professionals.

That's advice for every CEO who has ever let their identity get reduced to a number on a board slide.

🚫 You are not your new target.
🚫 You are not your ARR.
✅ You are the leader who decides, intentionally, what kind of company you're building and how you want to be remembered for building it.

That clarity? It changes everything.  How you hire. How you show up with customers. How you define growth.

Grateful to Bayron for creating the space for this conversation. Go give it a listen. 🎧

Checkout👇 Bayron's post below.

Your customers are your most underutilized growth lever. Most teams ignore it because they lack a proven operating system. I advise B2B SaaS CEOs on building that system. Farm to Scale OS™ - upsell, cross-sell, repeat.

Personal branding is one of those topics everyone talks about…
 but very few people truly understand or feel confident about. 

In CS especially, our brand isn’t just what posting online, it’s how people experience us, remember us, and talk about us when we’re not in the room.

I had the pleasure to record and episode Sandy Yu, who has spent 20+ years shaping high-performing GTM teams and now helps companies retain the customers and revenue they’ve worked so hard to earn.
A person who has been there for me when I needed an advice and someone so easy to have a conversation with...

Our conversation went far beyond “how to post on LinkedIn.”
 Sandy talked about identity, authenticity, gathering real feedback, knowing the audience, and how to build a brand that actually reflects the human behind the role.

A few moments that stayed with me:
- Everyone has a brand the question is whether you’re shaping it or letting others shape it for you.
- Your brand isn’t your job title. It’s who you are, how you show up, and what people feel after interacting with you.
 - It’s a marathon. Not a sprint. Be patient, be consistent, and be yourself.

Listen: https://lnkd.in/ebAgU3ua

Watch: https://lnkd.in/es3AuQeJ

taplio

The Battle

Emma Lo 🧩

Sandy Yu

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taplio

The Battle

Emma Lo 🧩

Sandy Yu

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);}Sandy Yu's LinkedIn Performance

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Performance ScoreSandy Yu's LinkedIn Performance