The Most Human Part of Customer Success

I meant to publish this blog today on a relevant Customer Success topic.

I meant to finish a project, respond to a few emails, and prep for work meetings. I meant to do all the things we’re taught to prioritize—because in our culture, work is everything. Hustle is holy. Deadlines are sacred.

But then my nine-year-old son broke his arm.

It started with a fall on the school playground, then urgent care, then the ER. There was talk of surgery. There was fear and pain and tears from both of us. And then I was sitting in a fluorescent-lit room, holding his hand and thinking: How am I going to figure out work this week?

That thought haunted me. Not because I didn’t care about my job—I do. Deeply. But because I’ve been conditioned to believe that showing up for work means showing up perfectly. On time. Buttoned up and unflinching.

And yet, in that moment, I was anything but.

Eventually, we got good news—no surgery. Relief flooded in. And with it, a realization: He’s going to be alright. I’m going to be alright.

And maybe, just maybe, it’s okay to let people know that things are hard right now.

I work in Customer Success and Experience. It’s a role built on relationships. On empathy. On being real. And this week, it's going to mean being real and telling a few clients/coworkers, “Hey, I’m here for you—but I’m also here for my kid, who’s got a cast and a whole lot of questions about bones.”

You know what's going to happen?

They will understand. They will connect with you. They will share their own stories—about broken arms, broken plans, and the beautiful mess of life.

This job isn’t just about retention metrics or onboarding flows. It’s about humans helping humans. And sometimes, the most human thing you can do is show up imperfectly—with a little vulnerability and a lot of heart.

So no, this blog didn’t go out the way I intended. But this was my weekend and I’m here and I think that is what matters. Let’s not forget that Customer Success is about the people, not the metrics or what AI can do to change the industry. It’s about the people and they are irreplaceable.

Thanks to the care team at Saint Paul Children’s Hospital - you all are amazing in a way that I can never replicate!