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.

Susan Whittemore

tax.com™

Tax.com™ solutions are powered by the insights and ingenuity of some of the most renowned tax professionals at Ryan, LLC whose experience and expertise form the bedrock on which our solutions are built. The result is responsive, intelligent technology that empowers organizations to act quickly and confidently within a dynamic tax landscape. Harness the power of tax.com™ solutions and take your organization into the future.Tax.com™ solutions are powered by the insights and ingenuity of some of the most renowned tax professionals at Ryan, LLC whose experience and expertise form the bedrock on which our solutions are built. The result is responsive, intelligent technology that empowers organizations to act quickly and confidently within a dynamic tax landscape. Harness the power of tax.com™ solutions and take your organization into the future.

VP, Revenue Operations

Hunters and Unicorns

Strategic Partner

QFlow.ai

QFlow leverages AI and advanced analytics to offer ready-to-use GTM stats, performance driver analysis, and scenario planning capabilities. Our vision is to equip every B2B company with the power of a robust 10-person GTM Finance team (including BI analysts and data engineers).

GTM and Revenue Operations Executive Advisor

Teampay

➼ Led Revenue Operations, optimizing GTM tech stack, streamlining tool integrations, and elevating cross-functional productivity.
➼ Established a comprehensive end-to-end process from Marketing to Customer Success, embedding feedback loops and key conversion and velocity metrics.
➼ Collaborated with CFO and CRO to define and harmonize crucial SaaS metrics (ARR, MRR, NRR, GRR, etc.), boosting operational efficiency and customer satisfaction.
➼ Secured advantageous vendor contracts, and managed data insights for board presentations, enhancing strategic decision-making.
➼ Implemented robust internal controls across marketing, sales, and post-sales phases ensuring data-driven transparency in GTM strategies and campaigns.

About Teampay:
Teampay is a leader in distributed spend management, providing businesses with unmatched spending oversight and empowering employees in procurement. We believe in channeling efforts towards growth over overhead.

Head of Revenue Operations

Starburst Data

➼ Revolutionized the GTM strategy and tech stack, centralizing cross-functional teams with agile methodologies to enhance both sales-marketing synergy and customer satisfaction.
➼ Leveraged PXT Select in recruitment to expedite the hiring process, ensure candidate fit, and personalize our sales coaching methods, culminating in a diverse, elite global sales team.
➼ In partnership with the VP of Sales, redefined the operating rhythm, achieving increased forecast accuracy and a cohesive, transparent forecasting process from frontline teams up to the CEO.
➼ Oversaw sales and marketing KPIs, paving the way for scalable pipelines, strategic territory planning, and propelling the company towards significant milestones like Series C Funding.

About Starburst Data:
Starburst champions the vision of unveiling the unseen for its customers. Over a decade, our founders, across three ventures, tackled data access challenges, traditionally deemed slow and inflexible. Starburst presents a solution, counteracting data silos and ensuring swift access. We amplify open source Trino's capabilities, a rapid distributed analytics engine, by integrating essential connectors, fortifying security, and ensuring 24x7 support for expansive, rapid data access.

VP, GTM and Revenue Operations

Silk

➼ Drove Silk's transition from hardware-centric to software powerhouse, overseeing comprehensive operational overhauls and reimagining the go-to-market strategy.
➼ Implemented Command of the Message and MEDDICC methodologies across all levels, resulting in a remarkable 30% sales increase.
➼ Directed a rigorous training program for sales reps, leading to improvements in pipeline velocity (25% up), sales cycle duration (20% reduction), and win rates (15% growth).
➼ Revamped the marketing funnel, achieving a 40% pipeline boost and a significant 25% revenue increase through data-driven territory planning and optimized lead strategies.
➼ Collaborated closely with top-tier leadership, including the COO, SVP of Sales, and CMO, on objectives, technological transformations, and seller adaptations, in alignment with Force Management's strategies.

About Silk:
Emerging from its earlier avatar, Kaminario, in 2020, Silk's Cloud Data Platform is the touchstone of cloud efficiency. It empowers entities to extract tenfold performance from their cloud data while incurring 30% fewer costs. Positioned between application stacks and cloud infra, it elevates the entire cloud ecosystem without modifications. With features like real-time data reduction, thin provisioning, and perpetual resource tuning, Silk tailors your cloud spending to match evolving data needs, making cloud economics more viable.

Sr. Director, Global Revenue Operations

Perfecto Mobile

➼ Drove substantial revenue growth, taking ARR from $13M to $75M.
➼ Expanded and operationalized the enterprise sales team, growing it from 4 to 60+ global sellers, focusing on enterprise value selling in tandem with the CRO.
➼ Oversaw comprehensive new hire training and enablement, ensuring consistent skill development and tool accessibility, incorporating MEDDICC & Command of the Message for optimal sales performance.
➼ Crafted an all-encompassing go-to-market strategy, utilizing both direct and indirect sales channels, in-house sales initiatives, and SDRs, while handling compensation plans for various teams.
➼ Streamlined the MEDDICC-based forecast process, providing vital sales KPI insights to the CRO and Managers for informed strategic decision-making.
➼ Directed global sales operations and development, encompassing sales forecasting, Salesforce operations, onboarding, renewals management, and business development while fostering team cohesion through events like Sales Kick Offs and Quarterly Reviews.

About Perfecto Mobile:
Perfecto Mobile offers industry-leading mobile and web automation testing solutions. We facilitate efficient testing, monitoring, and delivery of high-quality applications, supporting multiple frameworks including Selenium and Appium.

AVP, Sales Operations and Sales Development 

Rocket Software

My Role:
➼ Drove substantial growth at Rocket, increasing ARR from $200m to $500m and doubling the workforce from 600 to 1,200+.
➼ Unified 15+ distinct brands through innovative tools and systems, enhancing insight selling and fostering organizational synergy.
➼ Pioneered Rocket's first-ever sales meetings, laying the groundwork for sustained growth and cross-team collaboration.
➼ Integrated a unified sales CRM platform using Salesforce and Marketo, streamlining operations across diverse business units and refining sales processes.
➼ Designed a robust lead-to-order framework, covering lead management, CPQ, forecasting, and insight selling tools.
➼ Secured the Prosci Change Management Practitioner certification, underscoring a dedication to efficacious organizational transformation in complex growth scenarios.

About Rocket Software:
Rocket Software, a leading partner to global enterprises, addresses multifaceted IT challenges spanning infrastructure, data, and applications. Dedicated to in-place modernization through a hybrid cloud approach, Rocket assists over 10,000 customers globally. Its expansive team of 2,600 accelerates and refines modernization paths, meeting evolving market demands. Based in Boston and part of the Bain Capital Private Equity portfolio, Rocket's global centers of excellence cater to diverse clientele.

Global Sales Operations and Enablement Director

Novell

➼ Supported the VP, Americas, providing senior executive assistance as he rose through the ranks to ultimately assume the role of CEO.
➼ Expanded my Sr. Executive support to top-tier executives including the CFO, General Counsel, and SVP of HR, while also managing critical board committees.
➼ Launched the global onboarding portal on time and within budget, elevating productivity for new hires by an impressive 50% within the first quarter.
➼ Partnered closely in reshaping the Americas go-to-market strategy, leveraging transformational emotional intelligence, which led to a 13% increase in operating profit over two years and set new benchmarks in revenue growth.
➼ Jointly penned the M&A Integrations Playbook, refining Novell's approach to integrations and acquisitions.
➼ Served as a trusted internal consultant, addressing pivotal challenges like employee retention and skill development, laying the foundation for a vibrant and high-performing work environment.

About Novell:
Novell, Inc., operational between 1980 to 2014, was a renowned American software and services entity based in Provo, Utah. Its flagship product was the versatile network OS, Novell NetWare.

Sr. Executive Support & Project Management

Deloitte & Touche

➼ Started at Deloitte & Touche at 18 following the acquisition of their own start-up, Real Estate Tax Services, Inc.
➼ Partnered closely with the Boston-based leadership and the Partner-in-Charge, showing adaptability by operating out of two major locations: Boston, MA, and Manchester, NH.
➼ Successfully managed a $25M property tax liability portfolio, emphasizing compliance and financial risk mitigation.
➼ Pioneered the development of AtlasTax, a cutting-edge property tax CRM, ushering in a new era of client tax management for Deloitte & Touche.
➼ Rapidly advanced to pivotal roles such as East Region Consultant and Account Manager.
➼ Championed AtlasTax's adoption, enhancing client satisfaction and strengthening business partnerships through strategic presentations and demonstrations.

About Deloitte & Touche:
Renowned as the world's fourth-largest public accounting entity, Deloitte & Touche stands tall among the Big Six accounting magnates. Delivering a plethora of professional services, from accounting, auditing to tax and management consulting, its vast network spans 15,300 professionals across 100+ U.S. cities. As a constituent of Deloitte Touche Tohmatsu International, it amplifies its global footprint, making a mark in managerial consulting via 56,000 professionals spread over 108 countries.

Account Manager - Tax Associate

GTM Leader | Revenue Operations Executive

A transformative Revenue Operations Executive and GTM leader with over 15 years of experience. My passion lies in building elite sales teams and driving operational efficiency to scale businesses. 

Here's how I make an impact

➥Strategic Leadership: Spearheaded GTM revamps and sales optimizations in top-tier tech firms.

➥Operational Excellence: Streamlined processes from onboarding to customer journey, reducing friction and elevating performance.

➥Data-Driven Agility: Accelerated insight-driven decision making, ensuring speed, agility, and alignment across leadership teams for rapid strategic adjustments.

➥Team Building: Utilized PXT Select, DiSC, and Predictive Index for efficient hiring and tailored sales coaching, creating diverse, high-performing teams.

➥Innovative Solutions: My approach combines strategic technology application with a focus on buyer journey insights, ensuring growth and efficiency.

Revenue Operations - Consultant

Operations Consulting Services:
Onboarding, Buying-to-Customer Journey Mapping, Process Design and Workflows, LinkedIn Strategies, RevOps Strategies, Prioritization Workshops, and ICP definition / validation.

Personal Coaching Services:
Career Mapping and Pivots; Professional Branding, LinkedIn Workshops, Unstucking Yourself, Team Building, and Clarity / Prioritization Workshops.

Boston showed up. And so did the snow (at least outside the city). 



Pavilion Boston wrapped our 2025 in-person events with a full room, big energy, and conversations that reminded me why community matters.

Highlights:

 ➡️ A powerful session with Sam Jacobs on Pavilion’s origin, journey, and future
 ➡️ A holiday celebration at SPIN with 50+ members
 ➡️ Real conversations about family, career pivots, new endeavours, leadership struggles, AI in GTM, compensation, and the challenges facing the next generation

Grateful for Sam and the Pavilion team, all our Boston members, and my co-chapter head Mark, for helping build something special here in Boston.

Looking ahead to 2026:

 ⏩ More in-person local events
 ⏩ Executive compensation and negotiation content
 ⏩ P&L fluency for operators
 ⏩ The fast growing #AI in GTM program including our most active Slack channel, monthly meetups featuring real applications, and new formal content

What conversations or connections do you want more of in #2026?

#Pavilion #BostonTech #GTMLeadership #Community

#Pavilion #boston #community #leadership #GTM #Holidays #SaaS #learning 

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The Battle

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