Emma Lo

Noibu

- Scaled Digital CS programs with health scores, risk workflows, and self-service adoption to reduce churn and speed time-to-value.
- Built partner enablement and customer communities to drive retention, expansion, and collaboration.
- Led CABs and executive events to strengthen engagement and convert insights into growth strategy.
- Automated RevOps workflows and CSM enablement to increase efficiency and value delivery at scale.

Customer Success Operations and Strategy

- Increased onboarding success from 70% → 94% across $XXM ARR accounts, reducing time-to-value.
- Retained $XXXK ARR and achieved GRR targets with proactive churn playbooks.
- Automated workflows to streamline operations and expand CSM capacity.
- Built scalable onboarding for Enterprise, Mid-Market, and Smart Touch segments.

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 and Executive Director

Podcast Host and Marketing Lead

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 🪓

Portfolio Advisor

Flight Level 180

- Built targeted GTM strategies that resulted in 80% pipeline growth for early-stage startups.

- Led the product development of a B2C SaaS for private pilots, achieving a 300-user subscription and 10% paid top-tier subscription in the first month.

- Grew customer base by 15% and quadrupled engagement in 6 months using data analytics to optimize customer onboarding, identify revenue opportunities, and implement targeted lifecycle marketing.

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 R&D efforts on arsenic-induced urothelial carcinoma, managing a 20-year DNA biobank and ensuring sample integrity.

Collaborated with data science and lab teams to run experiments, resolve data gaps, and deliver high-quality research outputs.

Drove execution across multiple research streams, supporting insights into cancer biology and genetic risk factors.

Clinical Research Coordinator | Data & Sample Operations

National Taiwan University

Led a 2-year clinical research project with Roche on RA biomarkers. Managed operations across patient intake, imaging, and data analysis—ensuring compliance and timely delivery.

Acted as the key liaison between clinical, research, and client teams, translating results into clear, actionable insights.

Clinical Researcher | Operations & Cross-Functional Project Lead

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

- 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.

Humbled and grateful.

When the list went out yesterday, my first move was simple: 
Look for my friends and start texting.

Being named a Top 100 Strategist for the second year means a lot. 

It reflects the work we’re building at CS in Focus 
(Shout out to Bhumika Arora and Selena R.)

And the mentors and peers who’ve shaped me. 💙 


What matters most is celebrating the people who keep this community moving. 

I see you (list or no list). 

The intro that opened a door
The check-in call after a tough week
The person who stayed late to review a deck
The honest feedback that made the work better
The coach who prepped someone for an interview
The playbook shared so others didn’t start from zero

Thank you, SuccessCOACHING and SuccessHACKER, for the spotlight. 

Thank you to the Noibu CS team and Eyal Maor for the support. 

#celebrate #cs #customersuccess #community

Emma Lo🧋

CS & RevOps Leader | Driving Scalable Customer-Led Growth Across GTM | Top 100 CS Strategist 2025 & CS In Focus Podcast and Owner

What a night.


We kicked off NY Success Week with the very first CS event and it was amazing.


Grateful for the people who made it all happen: 


→ Priscila Fletcher for carrying all the drinks and keeping us fueled

→ Jennifer Milton for preparing the bingo and food (and making it fun)

→ Cinthia Silva , my partner in crime, for MC-ing and driving partnerships

→ Jan Young, MBA, CSPO, CSM for bringing everyone together, hosting the panel, and handling all the behind-the-scenes admin

→ Parul Bhandari for hosting the sponsor chat and creating the name tags. 

→ Chad Horenfeldt 📕, Parul Bhandari  and Ejieme Eromosele for generously offering their books to our community


——————

A big thank you to our sponsors

Pritish Gupta, Trupeer AI
Munish Gandhi , Statisfy  
Erdem Gelal, Flowla 🌊  

your support makes events like this possible.

Thank you to everyone who showed up today. 

Here’s to more conversations, more connections, and more wins together. 🥂

#aiincsnyc #customersuccess #cs #gtm

Emma Lo 🧩

CS & RevOps Leader | Driving Scalable Customer-Led Growth Across GTM | Top 10 CS Thought Leader & CS In Focus Podcast and Owner

No alternative text description for this image

Two years ago, I noticed something missing on the SuccessHACKER Top 100 list. 

Hardly any Canadians. 

That gap inspired me to start Spotlight Podcast by CS in Focus, a podcast to showcase voices that deserve to be heard.

Episode 1 with Bob Mathers set the tone. 

Bob jumped in right away, kind, generous, and willing to share his perspective. 

He reminded us:

✔️The #1 mistake is chasing new acquisition instead of asking who will be successful long-term?

✔️The future of CS is Digital CS, doing more with less while knowing when to bring the human touch back in.

✔️And the most valuable skill today is storytelling with data.


————

Since then, I have poured into the community through workshops, podcasts, the Women of Pavilion  Steering Committee, and CS in Focus  events that bring us together.


This year, the list has been growing, and it is amazing to see more people shine each year.

A few of my friends that have influenced me: 
Ashley Stamps-Lafont 
Andrea Bumstead 🩷 
Alex Turkovic  
Brittany Casey
Cinthia Silva  
Carly Agar  
Chad Horenfeldt 📕 
De'Edra Williams, MBA  
Dan Ennis 
Dannah Vaughan  
Elizabeth Blass 🌻 
Ejieme Eromosele  
Gemma Cipriani-Espineira
Jan Young, MBA, CSPO, CSM  
Jeff Breunsbach  
John Gleeson 
Josh Schachter 
Julie Fox  
Kristi Faltorusso
Maranda Dziekonski
Maryann Lazzeri 
Parul Bhandari
Ralphie (Ralphette) White  
Priscila Fletcher 
Rachel Provan 🧠 
Swati Garg
Angeline Gavino 
(and many more)  


Cast your vote and help more voices shine in Customer Success

(link in comment, deadline 10/8)

#successhacker
#customersuccess

After weeks of travel, I’m finally home.

This weekend was all about apple picking, too much turkey, and long overdue hugs from my boys.

No flights to catch, no slides to finish; 
just time to slow down and be present.

Grateful for that.

Happy Canadian Thanksgiving 🍁🦃 

P.S. what is your secret recipe to finish the left over turkeys? 

#thanksgiving

Last week in Washington, the highlight wasn’t the big keynotes.


It was the Pavilion Women’s Summit, the Wednesday Women house, and the Women in Revenue happy hour.

Real stories, late-night talks, and the kind of connections that remind you why community matters.

Now I get to do it all over again
this time in Toronto.

We are hosting a private Women Exec Dinner where the goal is simple:

→ Sit down together
→ Share what’s really working (and what’s not)
→ Leave with new allies who get it

If you’re a woman exec in Toronto and want a seat at the table, 
register in the Pavilion Event portal or reach out to Vanessa B.. 

📅  October 2, 2025 6:00 PM - 9:00 PM EDT
🍣  Ki Restaurant (181 Bay St., Toronto)

The space is intimate, and the conversations are the kind that stay with you.

P.S. This was from the last event in Toronto. Will you join us again? 

Thanks Nida Ateeq for coordination. 

#womenexec #pavilion #toronto

The future of Customer Success isn’t built by AI. It’s built by community.


John Gleeson said it best at the NY Success Week:
“This was the result of the community.”

He was right.

Over a hundred leaders came together, not for a lecture but for real conversation about how AI is changing our work. 

The energy was curious, candid, and forward-looking.

---------------

The community event, Rebuilding CS for the Age of AI Acceleration, brought powerful insights.

Ralphie (Ralphette) White spoke about how AI readiness starts with people. Her team focuses on enablement and education before automation.

Mikayla LaRosa shared how scaled CS can move faster when AI becomes part of daily habits, through “AI Fridays,” peer learning, and shared prompts.

Ejieme Eromosele showed how conversational AI can strengthen trust and connection, not replace it.

Matthew Jandorf reminded us that in large organizations, AI transformation requires as much attention to people and change as it does to technology.


Across every story, one truth stood out:

AI is not replacing Customer Success. It is redefining it.

From gamified learning to usage-based pricing, 
from custom GPTs for QBRs to 94% AI-driven support coverage, 
the next chapter of CS belongs to teams 
....who can think technically, commercially, and strategically.

That is the power of community.

We do not just talk about the future. We build it together.

Thank you to our sponsors for believing in this mission:
Trupeer AI, Statisfy and Flowla 🌊

To the communities that made this possible:
CS in Focus, CxXchange, Latinos in Success, Success in Black and 🪷South Asian Success

And to everyone, thank you for showing up! 
We will see you next year. 

#AIinCSNYC #CustomerSuccess #CSWeekNYC

We asked 100 people what comes to mind when they hear “CS = Sales.”

The answers were… something else.

Yuck
Eye roll
Wrong
Used cars
Conflict
Absolutely
Prescriptive
Partnership
Customer outcome

And yes, someone literally said, “I’m scared.”

That’s the beauty of it.
Everyone in the room felt something.

Half laughed.
Half groaned.
But no one shrugged.

And that tells you everything about where we are in Customer Success right now.

At ChurnZero’s #ZeroIn2025 Conference, ⚡Shannon, Ashley and I unpacked this question:
What does it really mean when Customer Success starts owning revenue?

It’s not about turning CSMs into quota-carrying sellers.
It’s about turning every conversation into a business conversation.

Here’s what that looks like in practice:

✅ Visibility before accountability.
Work with Ops to see the full picture. No surprises for your execs.

✅ Forecast like a revenue team.
Know who will renew, why they will renew, and where value is at risk.

✅ Curiosity over comfort.
Ask better questions. Dig into how the customer’s business is evolving, not just how they’re using your tool.

✅ Comp tied to impact.
GRR and NRR are the new KPIs that matter. Measure what you want to multiply.

✅ Segment by potential, not history.
Stop spreading time evenly across all accounts. Focus where growth exists.

-----------------------------

When CS owns revenue, it’s not about chasing deals.

It’s about protecting value, earning trust, and aligning growth on both sides of the table.


So yes, you might still get a few eye rolls when you bring up “CS = Sales.”

That’s okay. It means you’ve started the right conversation.

What's your first reaction to this question? 

#gtm #customersuccess #revenue

Meeting the community at NY Success Week

The best part wasn’t the slides or frameworks. 

It was the hallway chats, coffee meetups, and late dinners with people who care about where Customer Success is heading.

Some insights that stuck with me:

→ Rule of 40 lens for CS

If we can’t tie our work to growth + profitability, we’ll lose the executive conversation.

→ Coffee farmer lesson

It’s not about selling beans (features), it’s about selling caffeine outcomes (value). Easy to promise, hard to deliver.


→ AI-native shift

AI in the lead, humans guiding. A mindset flip most teams aren’t ready for.

→ Lifecycle Success

Buyers are tired of SDR → AE → SE → CSM handoffs. AI will stitch the journey, humans will own the full relationship.


→ Agent orchestration as leadership

The next CS leaders won’t just manage people, they’ll conduct fleets of AI agents across onboarding, adoption, and expansion.

--------------
Huge thank you to the organizers of NY Success Week John Gleeson, Monica Perez, Junan Pang (Customer Success Meetupf) or bringing us together.

And all the amazing volunteers (Priscila Fletcher and Michael Boyd, CITP) working behind the scenes. 

Grateful to share the week with friends old and new (tagged in the comment)

At the heart of it all: community. 
Sharing stories, debating the future, and building together.

If you were there, what’s the one idea you’re taking home?

#nysuccessweek

Start the day with great smiles and coffee ☕️ 

Thanks Vitally  

Hally Darnell, Kathryn Victory and Eleanor (Ella) Eng 

#NYCCSweek

“You are my person.”

My favourite line from the Broadway show “Death Becomes Her.”

It reminded me of the deeper thing we’re all searching for….
Belonging.


That’s precisely what this NYC trip gave me.

Conversations that felt real. 
Rooms that felt lighter. 
People who felt at home.

The best way to end a trip.

Thank you Maranda Dziekonski, Eleanor (Ella) Eng and Laura Erdem. 

 

P.S. You’ll find me singing a few hits next week. Just don’t hand me the potion. 
I’ll take it too seriously.

What happens when a LinkedIn connection turns into a real-life adventure?

You squeeze an entire weekend into one afternoon:

✔️ BeaverTail stop
✔️ Downtown walk
✔️ Bubble tea break 
✔️ Queen’s campus tour
✔️ Thousand Islands cruise

Plenty of laughs. Zero missed photo ops.

And one very serious debate….

Who makes the better maple syrup: Montreal or Ontario?

#irl

Can AI replace humans? 


Last June, Cinthia Silva and I hosted a happy hour during NY Tech week, and I asked leaders how they’re really using AI:

Madelyn DePrey, Aircall → Spotting churn, upsell, and feedback trends.

Sarah Bierenbaum, Nimble Penguin → Supporting executives with well-being and even vacation planning.

Jeremy Silver, CompScience → Using secure AI models to assess risk and customer health.

Cinthia Silva and Sandy Yu → Reminding us that nothing replaces live events and human connection.


AI is everywhere  👀  

It helps us see patterns faster, make decisions with confidence, and even free up time for rest. But the real value is still in people.


That’s what we’ll be exploring live in NYC:

Rebuilding CS for the Age of AI Acceleration

📅 Monday, September 29 | 5:30–8:30 PM EDT
(Link in Comment)

Join us at the roundtable to see where this conversation goes next.

#aiincsnyc #customersuccess #cs #ai #nysuccessweek

The smartest GTM leaders know when to pause.


I met Leslie Venetz in Chicago over coffee.

Her presence alone could fill a room (or patio in this case). 

Grounded, sharp, and real.


We talked about her book Profit Generating Pipeline and what it truly means to build trust before pipeline.

—————

At RevGenius’ REVOLT!, her talk was even better.

She skipped the Tier A accounts everyone chased and focused on Tier C financial services.

That decision generated over $1M in new revenue.


It wasn’t luck. It was clarity.

The kind of clarity that comes from discipline:


1️⃣ Pipeline is earned. 

Every touchpoint should deliver value before it asks for time.


2️⃣ Territory is strategy. 

Know your Sales Obtainable Market and protect your focus.

3️⃣ Signals mean nothing without insight. 

Turn data into relevance.


4️⃣ AI can’t replace curiosity. 

Use it to prepare, not to pitch.


————————


Leslie’s talk and the person behind it made Chicago unforgettable.

If you get the chance to hear her speak or read Profit Generating Pipeline, don’t miss it.

“Mom, have you heard of Sora?”


My son showed me a short film he made using AI (see attached).

It amazed me.

Not just the result, but how natural it was for him.

It reminded me of Sam Altman’s (CEO of OpenAI) talk about raising children in the age of AI.

He said AI will automate 30–40% of what we do, but it will also create new opportunities.


The goal is to raise kids who can grow alongside AI.

————————

Altman shared five skills that will matter most:

→ Learn how to learn
→ Adapt when things change
→ Build resilience after setbacks
→ Understand human needs
→ Communicate with empathy and clarity

Then he said something that stuck with me:

“I’m not worried about the kids. 

I’m worried about the parents who can’t adapt fast enough.”



Our kids are already fluent in AI.

The real question is whether we’re learning fast enough to keep up.

p.s. what is the coolest thing you have built recently? 

#ai #future

What if your best success stories are the ones that never happened?


It’s Q4.
You know your accounts.
But do you know what disasters you prevented?

In my chat with Rachel Provan 🧠 last June, she said something that stuck with me:

“Everyone talks about the value we create. But in this economy, what matters more is the disasters we prevent.”

She’s right.

People aren’t always logical. 
They’re emotional, cautious, and under pressure.
And when budgets tighten, survival stories beat success stories every time.

------------

Executives aren’t only measuring growth anymore.

They’re measuring stability.

They want to know what didn’t break:
 the outages avoided, the churn contained, the launches that stayed on track.

Because risk reduction is revenue protection.


So when you prep your QBRs this quarter, don’t just highlight the wins.

✓ Highlight warnings you caught early.

✓ The escalations you defused.

✓ The revenue that stayed intact because you saw around corners.


That’s strategic Customer Success.
And it’s the story your customers (and your CFO) will remember.


Follow Rachel Provan 🧠 for more, and congrats on being in the top 100 of CS Strategist of SuccessHACKER 

#customersuccess  

P.S. How many of you have been affected during the AWS incident this week? 😂

Taplio

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