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 🧩

Founder at Everetics. On a mission to unlock revenue through Customer Support and Service excellence

Customer Success, Support, Service, and Experience are the new business battlegrounds. But are you ready to win?

As a multiple industry award-winning Support Leader for over 20 years, I have transformed and scaled Support and Service for B2B businesses of all sizes, from billion-dollar enterprises to start-ups, generated customer loyalty, and driven business growth. The good news? You, too, can differentiate yourself and your business with a practical and strategic approach to delivering Support and Service to your customers. 

Everetics helps customer-focused companies and leadership maximize their potential and scale outstanding customer support and experiences. We offer tailored services, from consultations, mentoring, and coaching to revenue modeling and our comprehensive Support Readiness Assessment. Our personalized offerings are designed to fit your specific needs and industry landscape.

Differentiate, and win, with excellent Customer Experience -> Customer Success, Support and Service.

taplio

The Battle

Emma Lo 🧩

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