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.

FlightForty Careers

Cofounder of FlightForty Careers

Career branding coaching and resume writing services for job seekers pursuing roles in management and leadership. [B2C]

Content writing and educational asset creation for Career and EdTech companies. [B2B]

resume writer | career coach | personal branding | course creator | careertech

Career Branding Strategist

Let's Level Up

I am a course instructor with Let's Level Up, specializing in resume writing and coaching. I, along with Michael Stinnett, host monthly cohorts for job seekers. These provide the collaboration of a cohort, the learning of a course, and the intensity of a challenge. Topics covered include career clarity, resume relevance, and LinkedIn networking! If you are a job seeker, we would love for you to join us! 

Let's Level Up is an e-learning platform that empowers experts to design cohort-based courses, allowing real-time feedback from students. This interactive method, in contrast to traditional asynchronous courses, ensures course content is tailored to meet students' needs effectively, driving their desired transformations.

Resume Writer | Resume Coach 

New York Institute of Technology

I have the honor of working at NYIT-College of Osteopathic Medicine. We are creating compassionate physicians to meet the needs of the physician shortage in rural America. 

My role in that mission is as a learning coach for our medical students. I conduct qualitative and quantitative research to determine the best learning strategies for our 400+ students. I utilize an array of educational technology software and coaching methods to help students learn efficiently and effectively. 

I serve on hiring committees for both Academic and Student Affairs. I teach classes in the Critical Thinking course for our master's students in biomedical sciences. I am a part of the best work culture on the planet! Our college values personal development, work-life balance, and student success. 

For more information on our medical school, please check out our website or message me directly: https://www.nyit.edu/medicine

Learning Coach

Arkansas State University-Newport

I loved serving as Program Director of Career Pathways. Career Pathways' mission is to help parents complete college and secure a high-paying, in-demand job after college. I managed a staff of 3, a student group of 150+, and a budget of 350K. 

Our staff taught students how to job search, write value-driven resumes, and master interview skills. After securing employment, we worked with students for a full year to ensure all their financial needs were met so that they could continue leading sustainable careers for themselves and their families. 

I had the privilege of serving on multiple leadership committees: Chancellor's Advisory Council, Chair of Mid-Level Supervisors' Council, and Student Affairs Leadership. In 2018, I was awarded the 2018 John & Suanne Roueche Excellence Award at the League of Innovations conference in Washington, D.C. 

You can learn more about Career Pathways by checking out this site: https://arpathways.com/

Program Director of Career Pathways 

I was blessed to serve as career coach and case manager of Career Pathways. I was chosen for this role 5 months after budget cuts ended a 5-year teaching career. For the next semester, I spent every day honing my job search and resume writing skills. I was a new parent and jobless. 

I had just been through everything I was about to take my students through. My students were parents who needed training to secure a financially-stable and fulfilling career for their families.

At Career Pathways, I was trained in career development, career coaching, resume writing, cover letter writing, and job search strategies. During my time, we increased enrollment by 25%, ranked in the top 3 in the state for effectiveness, and had the pleasure of helping 200+ students secure a brighter future. 

I was fortunate to present on career development and resume writing at the Department of Higher Education's Career Development Conference.

If you want to check out this amazing program, please click here: https://arpathways.com/

Career Coach

The International Center for English

After 3 years of teaching English in Japan, I returned to the US to complete my master's degree. Upon completion of my master's degree, I had the amazing opportunity to teach international college students. 

In this role, I taught all aspects of the English language from grammar and essays to public speaking and debate. I also taught the Bridge course, which was a class on American government and culture. 

Upon completion of the English as a Second Language (ESL) program, students transitioned into full-time undergraduate and graduate students at Arkansas State University. 

It was a pleasure to equip international students with the cultural and linguistic skills they needed to be successful college students in America.

Teacher, English as a Second Language

Berlitz Japan - Okayama Board of Education

After completing my time with the JET program, I landed an exciting job teaching in an immersive English program for Okayama-city. In this program, I served as the English Language Teacher. 

The program was unique in Okayama prefecture. It was the only English program in the public school system that taught all its subjects in Japanese and English. I taught two core classes: Art and Music. 

Teaching art and music in English to Japanese students stretched my creative thinking process and made me a better teacher. It was a great experience and the students were very kind to me for which I will always be thankful.

Teacher, English as a Foreign Language

Japan Exchange and Teaching Program - JET プログラム - Okayama Board of Education

The JET Program is an initiative sponsored by the Japanese government to promote internationalization at the grassroots level by bringing college-educated individuals to work in communities throughout Japan.

I lived in Japan for 3 years after completing my undergraduate degree. It would not have been possible without the JET program. My role in the JET program was as Assistant Language Teacher and cultural ambassador. I worked directly with the Ministry of Education of Japan. 

In this position, I taught English to public school students across Okayama city. I also presented teaching and cultural seminar as professional development for Japanese teachers. I co-directed the English summer camp sponsored by the Okayama Department of Education. 

Living and working in Japan as a part of the JET program was a high honor and a life-changing experience. Through this experience, I developed my teaching ability, cultural competency and overall perspective about what's possible in this world. 

Joining the JET program after college was one of the best decisions of my life. I highly recommend working abroad once in your lifetime, if possible. If you need help with creating that plan, please message me. I'll do my best to help you make it happen. 

To learn more about the JET program, check out this link: http://jetprogramme.org/en/

Career Change Coach + Resume Writer ✍️ Posts about resume tips, networking strategies, recruiter engagement, and project management events.

I am the former 𝐃𝐢𝐫𝐞𝐜𝐭𝐨𝐫 𝐨𝐟 𝐂𝐚𝐫𝐞𝐞𝐫 𝐏𝐚𝐭𝐡𝐰𝐚𝐲𝐬, co-founder of FlightForty Careers, and a 𝐍𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐚𝐫𝐞𝐞𝐫 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐅𝐚𝐜𝐢𝐥𝐢𝐭𝐚𝐭𝐨𝐫 (NCDF) through the National Career Development Association. 

Over the past 7 years as a 𝐂𝐚𝐫𝐞𝐞𝐫 𝐁𝐫𝐚𝐧𝐝𝐢𝐧𝐠 𝐂𝐨𝐚𝐜𝐡, I have helped 1000s of people achieve their goals and reach their dreams!

What do people think of when they think of you? That's your brand. 

Let's craft a career brand that makes you STAND OUT!

𝐇𝐞𝐫𝐞'𝐬 𝐰𝐡𝐚𝐭 𝐚 𝐟𝐞𝐰 𝐨𝐟 𝐦𝐲 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐬𝐚𝐲 𝐚𝐛𝐨𝐮𝐭 𝐦𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬:

"I worked with Scott on resume writing. My job search was unfruitful for four months, but after working with Scott, I received over 15 positive replies. 

In one interview they mentioned that my resume "was well written and did a great job of quantifying your experiences." Another interviewer mentioned the word "flawless" when referring to the resume Scott worked on. He did a great job with the formatting and he is skilled in his wording. I would highly recommend working with him!" - Devon 

"I had a career and resume coaching session with Scott. I received career coaching from multiple sources and got more value in one session with Scott than I had with 2 sessions from others. 

Throughout the session, he ensured that I could steer the conversation so that I left with clarity and new knowledge." - Ashley

𝐌𝐞𝐬𝐬𝐚𝐠𝐞 𝐦𝐞 💬 𝐢𝐟 𝐲𝐨𝐮 𝐚𝐫𝐞 𝐢𝐧𝐭𝐞𝐫𝐞𝐬𝐭𝐞𝐝 𝐢𝐧 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐭𝐨𝐠𝐞𝐭𝐡𝐞𝐫!

𝐒𝐜𝐨𝐭𝐭
Co-Founder of FlightForty Career Coaching 

<www.flightforty.com>

Skills: Career branding | project management | program management | resume writing | resume writer | career development coaching | mindset coaching | LinkedIn ghostwriting | LinkedIn profile writer


The Career Brand Coach @ FlightForty | Need help rebranding yourself for a new career?  
DM for Free 30 minute consultation session (no sales ➝ straight help)

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The Battle

Emma Lo 🧩

Scott Hinson, NCDF

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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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