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 🧩

Sagar Shukla

Tired of being surprised of churn? Do your QBRs scare executive buyers away? Is your CS team putting in too much effort, but not getting enough value? Wondering how to turn your customer engagement into retention and revenue? I've got exactly what you need 👀...

➡️ Who am I? ⬅️

I'm Sagar Shukla, based in Charlotte, NC by way of NYC and Nashville. As a founder life gets pretty hectic, but when I'm not helping my customers drive value realization, you can find me on the tennis court🎾 working on my serve, or in the kitchen experimenting with international cuisine 🍲 (yes my second career's ambition is to be a guest on Chef's Table).

➡️ My mission ⬅️ 

Is to help you quantify Customer Value and expand Revenue 💰

I believe that:

✳️ Revenue is a byproduct of delivering Value
✳️ Value is NOT product usage, sentiment, or your health score
✳️ When you define, measure, and realize Customer Value... you WILL expand Revenue

I co-founded Foresight to help you do just this. Our platform is an "Advance Warning System" for churn, designed to quantify the value your customers are (or aren't) getting. 

We equip your team with:

✳️ Value Realization Plans - aka next generation "Success Plans", automatically generated through measuring customer value perception
✳️ ValueAI™ - generative content capabilities that recommend actions your reps should take to help customers achieve their outcomes (upsell / expansion / retention are the result)
✳️ Outcomes Tracking - quantifiably measuring your customer outcomes across all stakeholders, including how executive buyers perceive value

Our ideal customer is a:

✳️ Revenue or Post-Sales Leader at an Enterprise Saas company doing >$10M in ARR
✳️ Manages Account Managers or CSMs who do QBRs as part of your customer journey
✳️ Leader battling a "surprise" churn problem internally... your current process (and data) don't capture real account risks 

We believe in earning the right to charge and offer an Activation to try Foresight out with 10 enterprise accounts. Our best customers have gone live in <1 week, and have identified & saved at-risk accounts within their first month with us. Foresight integrates natively with Salesforce and HubSpot, and we only charge when we add value.

Have I piqued your interest? You can book a meeting here to learn more ➡️➡️ https://gainforesight.co/contact/

Co-Founder and CEO

We help enterprise SaaS leaders forecast retention and expansion with confidence.

Foresight is a B2B SaaS platform designed to flip the script on Customer Success. We enable Customers to self-report their pain points and priorities so CS and AM can proactively add value.

Who we work with:

✳️ Post-Sales teams at B2B Saas and Services companies with $10M or more in recurring revenue
✳️ Sales cycles take months to close, because you are selling a complex, enterprise-grade solution
✳️ Your average deal size is $50K or more per year, and require a "white glove" engagement motion

What we help you do:

✳️ Proactively attack "blind spots" to reduce churn 
✳️ Drive cross-sell and up-sell motions to increase expansion
✳️ Enable strategic engagement to transform CSMs into value-add consultants 

Let's talk about how to make CS the most strategic asset in your organization ➡️➡️ https://gainforesight.co/contact/

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Emma Lo 🧩

Sagar Shukla

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