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 🧩

Workrede

Our passion is to create connections, optimize communication, and improve engagement with these hardworking yet sometimes hard-to-reach frontline workers. Their adoption, use, and value they place in our product has made us the best choice when looking for an employee engagement solution.

Director of Customer Success

Senior Customer Success Advisor

Building strong relationships with our customers while establishing myself as a trusted advisor. Currently, I am managing a portfolio of 20+ customers who have implemented Red e App. I work to build a long term relationship with our customers over their Red e App life cycle. I have a passion to work in a fast paced environment and bring confidence, maturity and experience with years of customer service as my expertise as a Success Manager. I work within multiple tiers of the customer's organization and mature their use of Red e App. My goal is to help the customer deliver on the value of Red e App capabilities they have purchased.

Collaborate with clients to build success roadmaps 
Understand clients' business challenges/needs and advise on how they can leverage solution to achieve objectives
Consult with clients around customer experience strategy
Liaise with the services team to manage implementation
Conduct reviews to identify any areas of growth
Establish success plans across portfolios and measure the success of these as necessary
Training

Customer Success Manager | Account Management

The Customer Support role is the point of contact for our Red e App customers users and Administrators of Red e App in resolving technical and application related inquiries. I have a strong desire to solve problems and help people. Juggling customer issues with a sense of urgency is when I'm  at my best - owning the customer’s problem from start to finish. I believe that real customer success and support comes from the heart.

Responsibilities Include:
Helping resolve software and technical questions for the customer/user efficiently and effectively and In a timely manner.
Gather the required information necessary in order to best handle customer inquiries.
Extensively research and document customer technical issues.
Partner with Success team members on various strategic projects when needed.
Managing customer technical issues from beginning to completion while exceeding expectations along the way.
Collaborate with other Customer Support members to identify high priority issues or bugs.

Customer Support Manager

Hillerich & Bradsby Co.

Customer Service phone support and Client Services Support for Hillerich and Bradsby corporate offices in Louisville, Kentucky. Used SAP platform for all data entries. Responsible for 4-5 sales representative orders across multiple territories in 8 plus states. Consumer returns, damages and warranties. Placed orders for speciality shops across outlined territories. Aligned outbound shipping internally for LS products warehouse. Knowledgable and able to answer product questions for all Louisville Slugger products in wood, softball, baseball, slow pitch, fast pitch, gear and gloves.

Customer Service Officer

Southwest Airlines

Working to give the best customer service at 37,000 feet while being fully trained in emergencies and procedures in the air or on the ground. Why does Southwest exist? To connect people to what's important in their lives; It's why I got up every morning. Southwest is the most loved airline and I'm happy to have spent 12+ years with my Southwest family.

Flight Attendant

Passenger check-in and assisting with baggage handling, ticketing and general airport knowledge and information.

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The Battle

Emma Lo 🧩

Leslie Erwin Dover

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