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 🧩

Susan Whittemore

GTM Leader | Revenue Operations Executive

A transformative Revenue Operations Executive and GTM leader with over 15 years of experience. My passion lies in building elite sales teams and driving operational efficiency to scale businesses. 

Here's how I make an impact

➥Strategic Leadership: Spearheaded GTM revamps and sales optimizations in top-tier tech firms.

➥Operational Excellence: Streamlined processes from onboarding to customer journey, reducing friction and elevating performance.

➥Data-Driven Agility: Accelerated insight-driven decision making, ensuring speed, agility, and alignment across leadership teams for rapid strategic adjustments.

➥Team Building: Utilized PXT Select, DiSC, and Predictive Index for efficient hiring and tailored sales coaching, creating diverse, high-performing teams.

➥Innovative Solutions: My approach combines strategic technology application with a focus on buyer journey insights, ensuring growth and efficiency.

Revenue Operations - Consultant

Operations Consulting Services:
Onboarding, Buying-to-Customer Journey Mapping, Process Design and Workflows, LinkedIn Strategies, RevOps Strategies, Prioritization Workshops, and ICP definition / validation.

Personal Coaching Services:
Career Mapping and Pivots; Professional Branding, LinkedIn Workshops, Unstucking Yourself, Team Building, and Clarity / Prioritization Workshops.

taplio

The Battle

Emma Lo 🧩

Susan Whittemore

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