Emma Lo

Noibu

- Improve health scores and risk workflows to boost retention.
- Optimize customer journeys with tailored onboarding for faster time-to-value.
- Launch self-service tools for onboarding and proactive adoption.
- Create partner enablement programs and dashboards to drive collaboration and success.
- Automate workflows to free teams for strategic initiatives.
- Build customer and partner communities for collaboration and knowledge sharing.
- Strengthen customer relationships through Quarterly Customer Advisory Boards (CABs) and annual meetups, gathering insights to improve outcomes.
- Enhance team enablement by creating educational tools that empower CSMs to deliver value at scale.

Customer Success Operations and Strategy Manager

The Noibu ecommerce performance and error monitoring platform helps ecommerce teams detect, investigate, prioritize, and resolve revenue-impacting errors on their website.

- Increased onboarding success rates from 70% to 94%, reducing time-to-value for accounts with a combined ARR of $XXM through scalable workflows and process improvements.

- Achieved annual Gross Retention Rate (GRR) goals by addressing churn risks early and implementing data-driven playbooks.

- Retained $XXXK in recurring revenue by proactively identifying at-risk accounts and executing churn mitigation strategies.

- Streamlined operations with workflow automation, improving efficiency and enabling high-impact customer engagement.

- Launched scalable onboarding programs for Enterprise, Mid-Market, and Smart Touch segments, driving seamless adoption and long-term success.

- Aligned customer success strategies with company goals by collaborating with Product, Marketing, and Sales teams.

Manager, Customer Success

CS in Focus

CS in focus is an organization committed to building a strong Customer Success community through events and resource development, setting community members up for success, providing support, helping to overcome challenges, and celebrating wins.

Owner

As the marketing lead, I'm responsible for setting up campaigns and events, and producing content to support our mission.

Launched the podcast "Spotlight" to focus on Canadian success stories and insights.

Podcast Host and Director of Marketing

ValuSync

Specialize in helping businesses identify customer outcomes and realize value throughout the journey. 

Our mission is to empower growth and maximize ROI through strategic alignment.

Founder and Fractional CX

Hatchet Ventures 🪓

Advisor-As-A-Service for Underestimated Founders to build scalable, successful companies. 

Hatchet Ventures is a diverse network of Founders, Executives, Operators, Surgeons/Doctors, Athletes, Lawyers, Investors, CPA's, Entrepreneurs, GTM Leaders and Brand Strategists that have 70+ combined exits, and raised a combined $9.1B+ in VC Funding. We have bootstrapped companies from $0 to $5M+ in ARR, and grown businesses from $0 to $4B+ in ARR. Our team of builders have the expertise and experience to help hatch your business idea.

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As an Advisor, I help founders establish and refine customer success and customer experience strategy.

Portfolio Advisor

Flight Level 180

As a dedicated Revenue, CS, and Marketing consultant, I've continually driven tech development, marketing systems, and customer-centric projects with a single goal: positioning businesses as their client's top choice. 

Leveraging deep insights from the voice of the customer, I've fostered growth, enhanced service offerings, and led product developments to resonate with target audiences.

Partner and GTM consultant

MaxSold

- Developed and executed customer success strategies that increased retention by 40%, revenue growth rate by 13%, and overall net revenue retention (NRR) by 110% from 2020 to 2022.

- Developed and implemented effective customer segment strategies through market research, seasonality analysis, ICP development, revenue, and different customer goals, resulting in improved customer retention and a 10% increase in NPS score.

- Maintained steady growth in the top tier segments (which represented 85% of B2B revenue) with NRR of 119% and logo churn of 0% in the 2022 fiscal year.

- Led product development for the Seller Portal, a customer-centric project management SaaS platform, through cross-department collaboration, resulting in improved customer communication, retention, and a 25% reduction in time-to-market.

- Established a new onboarding team and set up customer education strategies that increased new users' completion of 1-2 sales by 40% (~$1M+ gross revenue) and completion of 2-3 sales by 8% (~$43K gross revenue) within six months.

- Led and managed customer engagement strategies and advocacy programs, such as monthly email campaigns, in-person/virtual events, workshops, annual conferences, awards programs, onboarding, and ongoing nurture campaigns.

-Evaluated, implemented, and enabled new and existing tools for the CS team, as well as tracked adoption and ROI in support of business strategies and objectives, including Salesforce, ChurnZero, Gong, Lessonly, Guru, RingDNA (Revenue.io) and Influitive.

- Conducted data analysis and revenue forecasts highlighting business health and customer retention. Partnered with cross-department leaders to strategize and gauge the impact of initiatives.

- Built and coached a high-performing team of 12 CSMs, fostering a collaborative and customer-focused culture. Set up performance metrics that align with company KPIs and empowered the team with continuous training and support.

Director of Customer Success (Founding Member / Head of CS)

Working with assigned customers and selected target prospects to support their adoption of MaxSold services, continuously educate them, solve administrative issues, build deeper and wider relationships within the accounts, upsell additional services and ultimately, renew their contracts to retain and expand their monthly recurring revenue with MaxSold.

- Collaborated with cross-functional teams to increase customer lifetime value and provide continuous education and support to strategic customers and prospects.

- Coached and managed the team's day-to-day operations, such as keeping an accurate forecast, handling escalations from direct reports, ensuring the delivery of high-quality engagements across the client lifecycle, and ensuring teams appropriately document actions in a timely manner.

- Worked with strategic customers and selected target prospects to support their adoption of MaxSold services, continuously educate them, solve issues, and build a deeper long-term relationship with the customers.

- Helping optimize existing lead gen, revenue, and profit models to both increase and access new revenue streams

- Analyzing customer and industry data to uncover insights and deliver actionable recommendations

- Building sales forecasts and operational plans and managing dashboards and reports relevant to Customer Success, working with the Data Analyst team

Manager of Customer Success

Ensure the strategic delivery of operational excellence in processes, services, and relations to MaxSold's new repeated sellers to drive their revenue and provide a superior partnership experience. 

- Improved customer service and reduced admin time by implementing and enhancing an artificial intelligent agent bot handling 1600+ monthly sessions (with 4.4% transferred to a live agent) on multiple channels (webpage, Facebook, and Zendesk).

- Developed and executed success metrics and onboarding programs that improved quality during customer onboarding and support services.

- Led client adoption through best practices and monitoring product adoption, resolving client-specific business challenges.

- Worked closely with the marketing leadership team to synchronize customer retention measures with overarching marketing objectives and business goals. Such as publishing a B2B lead magnet, "Creating Success", to attract potential clients.

Client Onboarding Manager

- Trained and managed a global team of 200 professionals across five countries. Established and maintained efficient, professional service, support, and marketing operations. Collaborated effectively with external agencies to ensure the successful execution of projects.

- Assisted with the end-to-end inaugural launches in 35 metros across North America: payroll, onboarding, performance review, and employee retention, which grew the employee base to 800 people in 6 years.

- Ensure the strategic delivery of operational excellence in processes, services, and relations to sellers to drive revenue and provide a superior partnership experience.

- Analyzed and evaluated data from multiple sources for marketing and operational decision-making

- Built and led the new support and marketing team with improved SOPs, and increased customer and team stratification rates from 79% to 99% within two months.

- Grew customer base by over 80% and increased revenue by 92% by developing and executing a comprehensive user acquisition strategy via SEO, SEM, paid social, and content marketing.

- Established collaborative relationships among cross-functional teams to drive business growth and prioritize operational excellence, resulting in revenue growth. Specifically, we implemented customer journey alignment and RACI metrics to assign responsibilities, ensuring exceptional customer experiences.

- Focused on employee experience and onboarding to improve retention and efficiency for internal processes.

- Acknowledged and solved issues with disgruntled customers and built deeper long-term customer relationships.

Head of Client Experience, Marketing and Support (founding member)

Queen's University

- Conducted drug development research on Mantel Cell Lymphoma, specializing in personalized medicine in cell cycle inhibitors (AZD5438 by AstraZeneca), using in vivo and in vitro experiments such as MCL/BCL-2 gene editing, PCR, and Flow cytometry. 

- Presented research findings at 6 national and international conferences.

- Collaborated closely with the hematologist to evaluate the correlation between novel molecular markers and disease progression.

Graduate Researcher

Academia Sinica, Taiwan

- Led a team of scientists in the development and execution of projects across multiple streams, ensuring the timely delivery of high-quality results.

- Organized and examined DNA samples collected over 20 years from arsenic-induced urothelial carcinoma patients.

- Identified data gaps and worked closely with the data science teams to run genetic experiments, analyze data, and improve data quality.

Research Assistant

National Taiwan University

- Led a 2-year clinical research project in partnership with Roche, focusing on identifying biomarkers related to disease progression in rheumatoid arthritis. Responsible for collecting and examining blood and urine samples, questionnaires, and X-ray and MRI images of the patient's hands.

- Acted as a key point of contact between the clinicians, clients, and the organization, facilitating effective science communication and collaboration.

- Demonstrated excellent scientific knowledge and expertise, maintaining solid relationships with clients through effective communication and timely support.

- Successfully coordinated the project, ensuring adherence to timelines, protocols, and ethical guidelines.

- Analyzed and interpreted the data gathered from the clinical study, extracting valuable insights related to rheumatoid arthritis biomarkers.

- Managed laboratory operations, including equipment and supply inventory, maintenance, and purchasing

- Partnered with a senior scientist and postdoctoral fellow to evaluate novel green tea extract's effect on colon cancer cells. 

- Mentored undergraduate research students to ensure proper understanding of concepts and completion of assigned experiments

Teaching Assistant

National Cheng Kung University

Medical Technologist Intern

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 by 10%
- 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

- 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.

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