The heart of belonging: How women-led ARGs are building community at Customer.io 

At Customer.io, inclusion isn’t a side project—it’s the connective tissue of our culture. That culture thrives when everyone feels seen, supported, and valued.

Employee resource groups (ERGs) play a key role in making that happen. At Customer.io, we call them ARGs—Ami Resource Groups—in honor of our former mascot, Ami. The name reflects our roots, but the purpose is forward-looking: building inclusive, identity-based communities where people connect, learn, and grow.

Every ARG at Customer.io is supported by an executive sponsor—a senior leader who offers strategic support, visibility, and advocacy. It’s one way we ensure these communities aren’t siloed but are embedded into the core of our company culture.

Today, a trio of inspiring, community-driven women is leading the charge:

Rachel Welt (The Village), Jess Cvija (hAAApi), and Naomi West (FeMail). Their efforts go beyond organizing events—they’re actively reshaping the emotional architecture of our workplace

Leader: Rachel Welt, GTM Product Marketing Manager

Being a parent comes with constant trade-offs, and in many workplaces, those challenges stay invisible. Not at Customer.io.

When a colleague’s maternity leave announcement garnered dozens of caring messages, Rachel saw an opportunity to build on that atmosphere of camaraderie. “Being a parent is hard,” she says, “and having support in the workplace to help parents find balance and bring their whole selves to their job is really important.”

That belief—that people do their best work when they don’t have to compartmentalize who they are—is what drives The Village. It’s not just a support group; it’s a cultural amplifier, making sure the realities of parenting are seen, understood, and respected.

As Rachel notes, “Customer.io is a very parent-friendly workplace. You really feel safe to post on Slack that your kid is home sick and you're working a bit slower while taking care of them.” The ARG gives parents an official voice so they can amplify that culture.

One of the ARG’s primary goals is to ensure parents know about the wealth of resources available to them. “We have amazing benefits, and there are a lot of benefits that can be useful for parents.” Rachel notes. From financial planning resources for childrens’ education to wellness stipends to mental health offerings and more—the ARG helps parents take advantage of benefits they need.

The ARG’s Slack channel is more than just a space to swap tips—it’s where people feel seen and supported in the every day (and extraordinary) moments of parenting. Someone asked about transitioning a child from a crib to a bed—that was something I had just gone through, so it hit really close to home for me,” says Rachel.

Whether someone’s navigating toddler transitions or reflecting on the almost-empty-nest phase, this community shows up with heart, humor, and helpfulness. This thread captures the kind of candid, heartfelt exchange that makes the group special.

Rachel is excited about the possibilities. “One reason our executive sponsor got involved with the ARG is that parenting is a journey. You could be parenting a two-year-old or a 20-year-old,” she says. “My hope is to engage folks at all those stages. That diversity of experiences creates a richer community.”

As the ARG grows, it will provide more and more parents with the support and resources they need to thrive holistically. That’s a win for both ARG members and colleagues across the organization. “It goes back to the core principle of allowing employees to bring their whole selves to work,” Rachel says, “and that speaks to the company culture as a whole.”

Leader: Jess Cvija, Customer Success Manager

The story behind hAAApi is, well, stories. Specifically, the authentic stories of Asians, Asian Americans, and Pacific Islanders. Bringing to light the perspectives of people from these various cultures is a passion for Jess—and her inspiration for starting this ARG. “We’re a minority group, but we don’t all share the same culture and background,” Jess says, emphasizing that the group encompasses people from a wide variety of ethnicities and national origins. “We all have different experiences that shape how we view things,” Jess says. “That’s why I wanted to start Haaapi—it’s about everyone’s stories.”

One of the most powerful ways the ARG supports members is by creating a safe space to open up about their lives—and gain a deeper understanding of what the community is all about. “You might hear stories you relate to or learn about things you haven’t been exposed to,” Jess reflects. “For instance, my son is half Croatian and half Filipino, and I don’t know what his experience will be like growing up. I can connect with people in the ARG who have had those experiences and learn what things might be like for my child.”

Sharing stories goes beyond uniting members of the ARG—it’s a powerful way to create a larger sense of belonging in the company’s culture. As Jess says, “hAAApi is about storytelling. There are so many different stories and paths—yet there’s also something that unites us all.”

Jess sees hAAApi as promoting cultural awareness and representation organically as people discover surprising ways in which they relate to one another. “It’s different when you hear directly from someone’s experience,” she says.

The ARG has facilitated multiple ways to raise the voices of its members, including an internal podcast for employees and several events. Most recently, a Lunar New Year celebration was an occasion for camaraderie and learning. “We heard personal stories from so many different perspectives—someone who grew up seeing what the holiday was like in the U.S., someone else who shared what it was like to celebrate with his relatives,” says Jess.

As hAAApi evolves, Jess plans to focus on creating more programs for networking and professional growth among members. “Many of us are doing things that are different from the expectations of our cultural origins,” she explains. “When I was younger, I didn’t have a role model who was doing what I am doing now. So I want the ARG to provide members more exposure to those opportunities.”

Leader: Naomi West, Senior Product Marketing Manager

The name blends one of our core channels (email) with our commitment to supporting women in the workplace. For Naomi, launching the group was about connection. “The purpose is to bring together individuals who identify as women or experience women's issues, like maternity leave, feminism, and women in leadership,” says Naomi. “It’s all about fostering a sense of belonging by giving women access to other women.”

In planning initiatives, the group has been keenly aware of the need to protect members’ time and energy. Workshops, panels, and a book club have given members meaningful avenues for connection that fit within their schedules. “Everyone has limited time and lots of overwhelm,” Naomi points out, “so we want to do things with a low barrier to entry—like meetups for 30 minutes a month, or async discussions.”

In fact, FeMail’s first book club selection—Likeable Badass by Alison R. Frangle—underscored the importance of ensuring “non-promotable work” like culture-carrying doesn’t undermine women's success. “Women gravitate toward non-promotable work,” Naomi explains, “and there’s more pressure for women to take on volunteer work in general. A woman’s resume might have ten times the amount of volunteer work as a man’s, but they still might not be taken as seriously.” Tying the book’s message to their day-to-day lives has helped the group focus its efforts on not only supporting women but also advancing their visibility and professional success.

One of FeMail's most meaningful impacts is providing women with networking and mentorship channels. Career-building bonds arise through impactful discussions and events like 30-minute meetings with other women in the group and a recent Women’s History Month panel. As Naomi reflects, “Organic mentorship grows from building relationships in the ARG. It gives us an opportunity to have more visibility and get helpful advice.”

FeMail has made a point to include allies from the start. It’s a crucial way to avoid the trap of burdening women with all the effort of inclusion—and to ensure the ARG’s influence spreads throughout the culture. “It’s great when allies actively participate in the conversations we’re having,” Naomi says. “Our goal is for them to encourage other allies to participate as well.”

The group used a Miro board to brainstorm what people hope to get out of the group—and Naomi is looking forward to putting more of those ideas into action.

Looking ahead, FeMail is focused on deepening community and expanding opportunities for growth. The team is exploring new ways to help women advance into leadership roles, from mentorship and skills-building workshops to spotlighting career journeys and lived experiences. With energy and ideas from across the group, FeMail continues to evolve into a powerful space for connection, development, and support.

At Customer.io, culture-building isn’t relegated to non-promotable work—it’s a central component of how we succeed. An environment in which every employee can thrive both personally and professionally drives our business forward. It empowers the innovation and collaboration that delivers on our brand promise: delivering amazing experiences for our customers and our customers’ customers. And that can only happen if our employees have amazing experiences too.

As ARGs at Cutomer.io continue to expand, everyone benefits—our employees, our organization, and our customers. Find out more about how we work together to create an exceptional culture at Customer.io.