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 🧩

Top 25 Customer Success Influencer 2023 | Fintech Business Strategist | Customer Success Leader | Women in Tech Advocate

I’m a Customer Success pro with over a decade of experience helping Tech companies drive adoption, reduce churn, and unlock revenue growth. My background spans both pre- and post-sales motions, where I’ve launched scalable GTM strategies, built customer success programs from the ground up, and partnered with enterprise clients to deliver measurable business outcomes.

I specialize in creating strategies that align product adoption with growth objectives, whether that’s through churn mitigation, segmentation analysis, or designing scalable playbooks that empower teams and customers alike.

I’m also committed to the Customer Success community, serving in leadership and advisory roles across CxXchange, CS Middle East, Latinos in Success, and RevGenius, while sharing insights through speaking, consulting, and thought leadership.

Outside of work, I’m an avid traveler, yoga practitioner, lifelong learner. These experiences have shaped a global perspective from living and working in the UK, France, and across LatAm.

CORE STRENGTHS:
• Customer Success Strategy & Leadership
• Revenue Growth & Retention Programs
• Enterprise Relationship Management
• Cross-Functional Collaboration & GTM Alignment
• Community Engagement & Thought Leadership

INDUSTRY EXPERTISE:
•	SaaS Solutions
•	Compliance/Trade Surveillance
•	AML & KYC Strategies
•	Fixed Income Trading & Derivative Instruments
•	Financial Market Research
•	Institutional Investors (US/Latam)
•	Maritime Solutions (AIS & Global Trade Flows)
•	Defense Sector (US/EMEA)

TECH STACK:
•	LinkedIn Sales Navigator
•	Salesforce
•	Hubspot
•	Jira
•	Figma
•	Confluence
•	Power BI
•	Tableau
•	Qualtrics
•	Wiki
•	Splunk
•	Calypso
•	Refinitiv Eikon/Workspace
•	Bloomberg Terminal
•	Canva
•	Camtasia
•	ZoomInfo
•	Vidyard
•	Slack
•	Zoom
•	Microsoft Teams

Cinthia Silva

One of the most underrated skills in Customer Success?

Cross-functional influence

Because no matter the size of your company, CS outcomes are rarely owned by CS alone.

They’re shaped by how well we collaborate with Product, Sales, Marketing, and beyond.

That’s why I’m excited to be moderating a panel at the upcoming Customer Success Collective NYC 2026, “CS Cross-Functional Diplomacy 101: Herding Cats Across Departments”

This conversation will touch upon real-life scenarios such as:

📢 How does CS champion customer feedback without becoming annoying, background noise?

🤝 How do you set up handoffs that actually reduce friction instead of creating it?

💰 How do you partner with Sales on expansion motions that feel additive vs. transactional?

🗣️ How do you work with Marketing to scale post-sale storytelling, education, and advocacy?

As Customer Success becomes more outcome-driven and commercially aligned, internal partnerships aren’t optional anymore.

It's a muscle that needs to be worked and a core competency the best players leverage.

So if you care about delivering impact (not just activity), this conversation is for you.

Will I see you there?

Just sayin…

#customersuccess #tech #saas #community

2 CSMs can do the same job, at the same company, and end up with very different careers.
 
This is what I’ve seen:

CSM 1

👉Loved getting in the weeds on every call (customer and internal)

🤝Knew internal stakeholders but tried to solve everything themselves

🤔Waited for permission before testing new ideas

✅Preferred to color within the lines while being quick to shut down new ideas

🤷‍♂️Blindly followed process, even when it didn’t make sense
 
CSM 2
 
❓Approached every customer interaction with curiosity and a focus on discovery.

👫Built cross-functional relationships

🤝Pulled in the right internal partners to solve problems and act on leads.

🔥Would not settle for status quo and actively worked to improve process

💡Growth mindset - actively engaged with peers to crowd-source knowledge and learning opportunities.

Which one do you think got promoted, and eventually found better opportunities beyond their company?
 
Think about it because across your career, talent isn’t the differentiator, behavior is.
 
But I’m curious
 
Which one do you see more often on your team? CSM 1 or 2?

Just sayin…

#customersuccess #mindset #tech #community

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I was talking to a founder recently who wanted to understand CS enablement practices.
 
The truth is that enablement in CS is often an afterthought.
 
And typically consists of sales “leftovers” such as gong, zoominfo, etc (if you’re lucky).
 
But that doesn’t mean CS pros shouldn’t take charge of their learning and growth path.
 
On the contrary, smart players are constantly looking for ways to upskill themselves.
 
I’ve been touting this for ages:
 
🔥Grow your network and learn from peers (don’t limit yourself to CS)

📖 Read books about relationship management, negotiation, AI trends and more
 
🎙️Listen to podcasts and webinars to learn about current tactics and trends (within CS and across tech)
 
🌎 Proactively engage in communities (not just when you’re looking for a job)
 
These are not new concepts and may seem simple to you
 
But guess what - simple ain’t easy (or you’d already be taking these actions)
 
And if you’re worried about the permeation and potential threat of AI to your job?
 
Creativity and critical thinking still belong to humans.
 
So it’s time to distinguish yourself from box-ticker to high performer 
 
Your future self will thank you.
 
Just sayin…

#customersuccess #tech #saas #network

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The Battle

Emma Lo 🧩

Cinthia Silva

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The Battle

Emma Lo 🧩

Cinthia Silva

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);}Cinthia Silva's LinkedIn Performance

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