Finding Mentorship and Embracing Vulnerability with Lauren Eimers
In the fast-paced world of software as a service (SaaS), where technology evolves rapidly and customer needs shift constantly, the ability to connect with others through mentorship, empathy, and vulnerability has become more important than ever. In a recent conversation with Lauren Eimers, a professional with over a decade of experience in SaaS, we explored these core principles and how they contribute to personal and professional growth.
Lauren, who began her career in counseling psychology and genetic counseling before transitioning into customer service, brings a unique perspective to the table. Her background is rooted in understanding people, which has shaped her approach to leadership, customer experience, and mentorship.
Mentorship: A Key to Personal and Professional Growth
Mentorship is essential, not just for those starting out in the industry, but for seasoned professionals as well. Lauren shared that mentorship has played a pivotal role in her career, helping her navigate the complexities of SaaS and grow as a leader.
What stands out in Lauren’s approach is her belief in community mentorship—learning not just from one person but from a group of peers. The support-driven community she’s part of has allowed her to access different perspectives and ideas, enhancing her ability to adapt and thrive in a constantly evolving environment.
She also highlighted the importance of reverse mentorship, where more experienced individuals seek out younger colleagues for fresh perspectives. In an industry where technology moves fast, younger professionals often bring insights that help keep others at the cutting edge.
"Reaching out to younger mentors is crucial. Technology evolves quickly, and those newer to the industry often have their finger on the pulse of emerging trends."
— Lauren Eimers
The idea that mentorship can flow in both directions is powerful, breaking the traditional mold of top-down guidance and creating a more inclusive learning environment.
Vulnerability as a Strength
One of the most striking themes from our discussion was the role of vulnerability in leadership and career development. Vulnerability, often seen as a weakness, is something Lauren views as a crucial part of her success. Whether it’s asking for help, admitting what you don’t know, or being honest about challenges, vulnerability can lead to stronger relationships and better outcomes.
Lauren pointed out that in the tech world, many people avoid being vulnerable because they feel like they need to know everything. But the reality is that no one has all the answers, and being open about that can foster growth and innovation.
"Vulnerability isn’t a weakness—it’s a strength. It opens the door to learning, collaboration, and connection."
— Lauren Eimers
Being vulnerable allows leaders and team members alike to create spaces where people feel safe to share their challenges. This kind of openness is critical, especially in customer service, where agents are often on the receiving end of difficult conversations. By embracing vulnerability, professionals can defuse tense situations and build trust with customers.
Empathy in Hiring and Leadership
Another key takeaway from our conversation was the importance of empathy, especially in the hiring process. Lauren emphasized that while technical skills are important, the ability to empathize with others is often the most valuable trait a person can bring to the table—particularly in customer-facing roles.
In hiring, Lauren looks for individuals who can put themselves in others’ shoes, even if they may lack certain technical skills. Technical aspects can be taught, but empathy is more innate, making it a critical factor in long-term success.
"You can teach the technical stuff, but empathy is an X factor that’s hard to train. If you can show how you relate to others, that’s worth its weight in gold."
— Lauren Eimers
Leaders, in particular, need to lead with empathy. Understanding the struggles of your team and customers helps in making better, more human decisions. When you foster a culture of empathy, you create a work environment where people feel valued and understood, which can significantly improve team morale and customer satisfaction.
The Power of Community and Inclusivity
Lauren’s passion for community and inclusivity shines through in her work. She believes that creating spaces for women and underrepresented groups to share their stories is essential for fostering empowerment.
In an industry often dominated by technical expertise and a “move fast, break things” mentality, there’s a strong need for spaces where people can come together, share experiences, and grow from those connections. Lauren and I both agreed that inclusivity isn’t just about diversity—it’s about making sure people feel like they truly belong and can contribute meaningfully.
"We need to create spaces for women to share their experiences. It’s not just about inclusion—it’s about empowerment."
— Lauren Eimers
This idea of community mentorship and inclusivity encourages everyone to be a part of the conversation, no matter their background or level of experience. It’s about bringing diverse perspectives to the table and creating environments where everyone feels heard and supported.
The “Yes” Era: Choosing What Aligns with Your Values
Toward the end of our conversation, Lauren described being in her “yes” era—a period of her life where she’s intentionally saying yes to the opportunities, people, and projects that align with her values. After spending years saying no to things that didn’t serve her, Lauren is now fully embracing what lights her up.
"I’m in my yes era—saying yes to the things that serve me and that I’m passionate about, and it’s been magical."
— Lauren Eimers
This resonated deeply with me, as it’s a reminder to be mindful of where we direct our energy. By focusing on what truly matters, we can find fulfillment and purpose in our work and personal lives.
Key Takeaways from the Episode:
Mentorship is Essential – Find mentors who can guide you, but also look for mentorship within your community.
Embrace Vulnerability – Being open about what you don’t know is a strength, not a weakness.
Empathy is Key – In customer support and hiring, empathy is one of the most important skills you can have.
Mentorship is a Two-Way Street – Reverse mentorship, where you learn from younger or newer team members, can offer fresh insights.
Inclusivity Matters – Create environments where people feel empowered to share their stories and thrive.
Step into Your Yes – Focus your energy on what excites and inspires you.
Final Thoughts
The insights Lauren shared about mentorship, vulnerability, empathy, and inclusivity are invaluable for anyone navigating the SaaS industry—or any industry for that matter. Whether you're just starting out or you're a seasoned professional, embracing these principles can transform the way you approach your career and relationships.
Mentorship isn’t just about having someone guide you—it’s about creating a community where everyone learns from each other. Vulnerability, far from being a weakness, opens doors to deeper connections and growth. And empathy, especially in leadership and customer service, is the key to building lasting trust and loyalty.
As Lauren steps fully into her “yes” era, her journey serves as a powerful reminder to all of us: Focus on what matters, invest in relationships, and always be open to learning from those around you.
