Emma Riordan
Pasadena,CA
Summary
Transformational Customer Success and GTM leader with 15+ years of experience scaling post-sales organizations into growth engines. Proven track record driving renewals, expansion, and advocacy while delivering industry-leading GRR and NRR results. Skilled at building high-performing teams, operationalizing success motions, and aligning GTM strategy with customer outcomes. Passionate about enabling executive relationships, accelerating revenue impact, and creating predictable, repeatable growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
VP of Customer Success
Copy.ai
02.2025 - Current
- Senior Director of Customer Success
Director of Customer Success
6sense
07.2021 - 01.2025
- Senior Manager of Customer Success
Senior Customer Success Manager
Sailthru
09.2017 - 06.2021
- Manager of Customer Success
- Sr Customer Success Manager
Senior Associate
Morgan Stanley
05.2015 - 01.2016
Client Service Associate
UBS Wealth Management
03.2013 - 05.2015
Project Manager
Creative Media Company
10.2012 - 03.2013
Sr Account Manager
Agile Entertainment
05.2007 - 09.2012
- Account Manager
Education
MBA -
USC Marshall School of Business
LOS ANGELES, COBachelors - Political Science and Women and Gender Studies
University of Colorado
BOULDER, COSkills
- Customer Retention & Expansion Strategy (GRR / NRR Ownership)
- Executive Leadership & Team Scaling
- GTM Strategy & Cross-Functional Alignment
- Board-Level Reporting & Executive Stakeholder Management
- Change Management & Organizational Transformation
- Customer Advocacy & Executive Engagement Programs
- Customer Health Scoring Models & Risk Mitigation Frameworks
- Pipeline Management & Forecast Accuracy
- MEDDPICC / Deal Qualification Methodologies
- Account Segmentation & Whitespace Identification
- Revenue Operations & KPI-Driven Decision Making
- SaaS Metrics & Performance Analytics (GRR, NRR, NPS, CSAT)
- Process Optimization & Scalable Playbook Development
- AI-Driven Customer Segmentation
- Churn Analysis & Predictive Modeling
- Salesforce, Gainsight, Clari, ChurnZero, Gong
- Looker, Tableau, Snowflake (for customer analytics)
- HubSpot, Outreach, Highspot (enablement)
Certification
- Sommelier
- 2016-01 - Present The Court of Master Sommeliers
- Series 7 and 66
- 2013-01 - Present FINRA
Timeline
VP of Customer Success
Copy.ai
02.2025 - Current
Director of Customer Success
6sense
07.2021 - 01.2025
Senior Customer Success Manager
Sailthru
09.2017 - 06.2021
Senior Associate
Morgan Stanley
05.2015 - 01.2016
Client Service Associate
UBS Wealth Management
03.2013 - 05.2015
Project Manager
Creative Media Company
10.2012 - 03.2013
Sr Account Manager
Agile Entertainment
05.2007 - 09.2012
Bachelors - Political Science and Women and Gender Studies
University of Colorado
MBA -
USC Marshall School of Business
Awards
- 2022 CS Manager of the Year
- 2022-01 6sense, 2022 6sense President's Club
- 2022-01 6sense, 2022 Ronnie Lott Award
- 2022-01 6sense, 2018 President's Club for Highest NPS score
- 2018-01 Sailthru
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