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 🧩

📸My 9-5 I’m the Director of Marketing at Southwest Antennas. My 5-9 I’m passionate about inspiring people to focus themselves through photography. Join me on most social platforms @shannonkculpepper

Ever wonder how someone can spend the day talking about rugged military antennas and all their free time taking pictures? That’s me.

I’m Shannon K. Culpepper, Marketing Director at Southwest Antennas, where I help turn complex RF antennas into stories that connect and protect. But I’m also a passionate photographer who believes that being present with a camera in hand can change your life.

One of my favorite things is helping people step into photography, showing them that the world looks completely different once you get out of your head and off your phone and actually start seeing. 

At the end of the day, whether it’s antennas or photographs, my work is about connection: to people, to stories, and to the moment right in front of you.

https://stan.store/shannonkculpepper

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Emma Lo 🧩

Shannon K. Culpepper

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