Emma is a Customer Success leader who builds teams and operating models that help customers clearly define value, achieve meaningful outcomes, and understand the impact of their investment in a way that fuels long-term growth. Across more than a decade in enterprise SaaS, she's stepped into roles where structure didn’t yet exist and built it from the ground up, scaling customer-facing teams through periods of rapid growth, organizational change, and increasing complexity. In an era shaped by AI and constant change, Emma believes Customer Success exists to remove friction, create clarity, and build trust. Her approach centers on outcomes over activity, judgment over playbooks, and relationships over process for process’s sake. Emma does her best work in growth-stage, mission-driven SaaS environments where Customer Success is treated as a strategic growth engine. I’m most energized when building something durable, developing leaders, and helping organizations turn customer value into sustained commercial momentum.