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 🧩

Career Change Coach + Resume Writer ✍️ Posts about resume tips, networking strategies, recruiter engagement, and project management events.

My name is Scott Hinson. I am a PURE Project Manager, co-founder of 𝐅𝐥𝐢𝐠𝐡𝐭 𝐅𝐨𝐫𝐭𝐲 𝐂𝐚𝐫𝐞𝐞𝐫𝐬, and a 𝐍𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐚𝐫𝐞𝐞𝐫 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐅𝐚𝐜𝐢𝐥𝐢𝐭𝐚𝐭𝐨𝐫 (NCDF) through the National Career Development Association. 

Over the past 7 years as a 𝐂𝐚𝐫𝐞𝐞𝐫 𝐂𝐨𝐚𝐜𝐡, I have helped hundreds of people land a job they love!

I help you to uncover your true story.

Then, we craft your story into a message others will understand.

That's what your career marketing documents are for: 

Resume ➝ LinkedIn ➝ Digital Portfolio ➝ What's your authentic story?

𝐇𝐞𝐫𝐞'𝐬 𝐰𝐡𝐚𝐭 𝐚 𝐟𝐞𝐰 𝐨𝐟 𝐦𝐲 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐬𝐚𝐲 𝐚𝐛𝐨𝐮𝐭 𝐦𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬:

"I worked with Scott on resume writing. My job search was unfruitful for four months, but after working with Scott, I received over 15 positive replies. 

In one interview, they mentioned that my resume "was well written and did a great job of quantifying your experiences." Another interviewer mentioned the word "flawless" when referring to the resume Scott worked on. He did a great job with the formatting and he is skilled in his wording. I would highly recommend working with him!" - Devon 

"I had a career and resume coaching session with Scott. I received career coaching from multiple sources and got more value in one session with Scott than I had with 2 sessions from others. 

Throughout the session, he ensured that I could steer the conversation so that I left with clarity and new knowledge." - Ashley

𝐌𝐞𝐬𝐬𝐚𝐠𝐞 𝐦𝐞 💬 𝐢𝐟 𝐲𝐨𝐮 𝐚𝐫𝐞 𝐢𝐧𝐭𝐞𝐫𝐞𝐬𝐭𝐞𝐝 𝐢𝐧 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐭𝐨𝐠𝐞𝐭𝐡𝐞𝐫!

𝐒𝐜𝐨𝐭𝐭
Co-Founder of Flight Forty Careers
PURE Project Manager

Skills: digital project portfolios | project management | program management | learning & development | resume writing | career development coaching | mindset coaching | LinkedIn ghostwriting | LinkedIn profile writer | LinkedIn networking


Career Coach @ Flight Forty | Need help landing a career you love?  

Message me for a free strategy session💬

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The Battle

Emma Lo 🧩

Scott Hinson, NCDF

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