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.

PORCH

Member

PartnerStack

Customer Success Manager, SME - Distribution & GTM

Customer Success Manager

RevGenius

RevGenius is a group of revenue-generating sales and marketing professionals brought together to learn, share, support, and grow with each other.

Oremi

Oremi is a social impact brand on a mission to remind us of our innate power to select narratives that unite us, while consciously sidestepping those that sow division.

Impact is at the core of what Oremi does. A significant portion of proceeds will go to organizations and initiatives that support and help newcomers, immigrants, and refugees thrive in their new communities.

Founder

Riipen

Customer Success, Onboarding Team Lead

Customer Success

HESS International Educational Organization

•Awarded 'Outstanding Coach', from a total of 180, for leading my students to the National Championships in Theatre
• Continued retention, as well as increased enrollment of students by an average of 15% in administered classes. Weekly communication with parents allowed for the generation of positive rapport and increased investment in students’ success 
• Achieved a class average of 89% in English proficiency tests, compared to the local average of 81%,  due in-part to a multi-layered classroom rewards system that ultimately fostered a collaborative and competitive learning environment
• Constantly evaluated both students' abilities and teaching approach, and made necessary adjustments to fill in gaps
• Developed creative strategies to forward students learning, whether through newly created activities, increased delegation of responsibilities, or crowd-sourcing student ideas 
•Evolved emotional intelligence and leadership skills by addressing all manner of situations from managing expectations to parent relations, whilst understanding different cultural subtleties
• Established a brainstorming and ideation group with fellow teachers to discuss best practices and develop different ways to improve teaching and learning engagement

English Teacher | Classroom Manager | Learning Facilitator

Carleton University

• Provided drop-in tutoring to students for courses in Entrepreneurship and Supply Chain
• Listened & responded to the academic needs of others with creativity, energy, sensitivity and patience
• Reinforced students’ understanding of subject-specific course material and helped students maximize, expand, and improve their academic skills in business subjects
• Shared subject-specific study skills and overall advice for academic success

Peer Tutor

Sprott Business Students' Society

• Actively involved in the design process of merchandise and curation of outfits
• Employed participatory marketing with students in the determination of final merchandise to make available, leading to strong demand and sales 
• Engaged in creative promotional activities on social media using compelling visual and written content to generate buzz
• Analyzed and optimized order quantities to adhere with budgeting guidelines

Merchandise Intern

Lead To Win

•  Helped Interactive Studios secure a 5-year deal with Cadillac Fairview, by identifying ideal customer profile utilized in lead generation for the sales pipeline, increasing business by approximately 30%
•  Successfully conducted comprehensive environmental, industrial, and internal analysis of 5 SaaS start-ups in identifying key differentiators and developing a go-to-market strategy
•  Called over 100 customers daily, converting 10% into customers (highest in the office) by providing comprehensive product knowledge and handling objections, through outbound calls and email
• Developed and executed social media strategy using Hootsuite to build brand reputation, engage audience and ultimately drive sales growth

Account Manager

Goss Gilroy Inc

• Contributed to over 10 projects by performing qualitative and quantitative research, including literature/file reviews, in-person/telephone interviewing, as well as data coding and analysis using tools such as SPSS and Microsoft Excel
• Employed process expertise in the development of qualitative research instruments, such as surveys and focus group questions, used to gather evidence in the program evaluation process
• Worked under the direct supervision of a project manager and/or other senior staff to deliver valuable client solutions, within the available budget of over $1 million
• Supported more senior individuals in marketing initiatives by completely redesigning the firm's marketing material with a fresh, modern quality 
• Carried out other administrative duties, such as organizing project files and proofreading final reports on projects in support of the firm, as assigned by partners

Research Associate

Founder of Oremi | Helping B2B SaaS build Partnership programs at PartnerStack

What I Believe:
- Business should be used as a catalyst for social good to level the playing field in society, from access to information and opportunity perspective.

What I Do:
- As the founder of Oremi, I'm building a social impact brand that donates a third of its profits to initiatives helping refugees and newcomers become economically independent in Canada.
- As a Success Manager in Partnerships, I've helped over 50 B2B SaaS companies build and scale their partnership program from zero to 10x revenue and beyond.

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Olayiwola Ogungbemile (He/Him)

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