Employee Spotlight: Mallory Surpless, Director of Customer Success

2fg5opqxsmddpldq7gla Kyle Schryver September 07, 2018
Employee Spotlight

DataGrail’s Employee Spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members.

This week, we sat down with Mallory Surpless — our new Director of Customer Success. Mallory has 6 years of experience in customer-facing services in multiple industries and brings with her a positive and curious mindset.

What excites you about joining DataGrail’s team?

One of my favorite quotes from Winston Churchill reads: “We make a living by what we get, but we make a life by what we give.” Career choices are one of the biggest investments we make in our life — and when deciding if joining the DataGrail team was the best move for me I found myself revisiting this very sentiment.

I joined DataGrail’s mission and am incredibly excited to be a part of this movement because of the positive impact we can make and what we are giving — the opportunity to help build a platform that gives global citizens back their transparency and control over where their data is located and how it’s used. This, in turn, empowers companies to shape the new standard of privacy.

And it is not only this vision that has me so thrilled to join the team, but also because of DataGrail’s strong core values, how they’ve structured their operating system, the compassion and transparency of the leadership, the focus on mentorship, and the opportunities to learn and create.

As DataGrail’s Director of Customer Success, what does this role look like and how do you see this vertical growing over the next few years?

This is selfishly one of my favorite questions because it not only allows us to break down how we measure customer growth, efficiency, and enablement — but also the core values of building a successful business. In the simplest of terms, we’re able to grow a business by accumulating a user base, and users adapt our products and services because we fulfill an imperative need and provide a solution that best aligns with their goals and values.

At this stage, what empowers companies to stand out is being exponentially invested in understanding their user’s current and future favored outcomes. And Customer Success is the channel we deploy to ensure we’re delivering on these values efficiently, creating autonomy, and ultimately driving the development of the product and services based on the evolving needs of our users and the market.

Given that data privacy is such a new and fast-developing industry, DataGrail is in a unique, and frankly, an incredibly exciting stage. From a Customer Success perspective, this presents the prime opportunity to be on the front lines of how this platform and how the overall market can be shaped.

Over the next few years, I envision that DataGrail and the Customer Success team will continue to pioneer the standards for data privacy by being leading experts in this field and proactively creating more tools and machines to empower citizens of the world to feel more comfortable with their privacy footprint.

What inspires you to get up in the morning?

Genuinely so grateful to get up in the morning to a life where I can take the extra time to do morning yoga or meditate, there is the promise of new adventures on the weekends, small indie-rock concerts at night, visiting family whenever I can, trying out new hobbies like swimming in the San Francisco Bay or surfing, and also getting to be apart of a working community that inspires each other, promotes positivity and collaboration, and is driven by kind energetic teammates!

How do you define success?

Bring on the loaded question! Success to me means…

  1. Being comfortable with failure
  2. Always being a student
  3. Setting defined goals and measuring those outcomes
  4. Respecting your environment and community
  5. Never losing your sense of creativity and love for new challenges

Where do you see yourself five years from now?  

One of 1,000 DataGrail global employees!!

What do you enjoy doing in your free time?

I apologize in advance to my hometown Chicago roots, but after freezing windy winters and snow in May, at a young age, I proclaimed that I’d set sail for much warmer weather — so you will most likely find me enjoying any and all California activities!

Though I do enjoy trips home for a Wrigley day, my free time is usually spent coaching youth sports in San Francisco, making friends with almost any dog that I can pet on the street, attempting to be a seasoned West Coast camper, and hoarding credit card miles to use for traveling to places that keep popping up on my Pinterest dashboard!

Mallory in Wat Suan Dok, Chiang Mai, Thailand

Enjoy this piece? Check out our previous spotlight, featuring Charlie Thomas, software engineer!

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