Based in Phoenix, Arizona with his wife and daughter, Elias Kokaly recently joined DataGrail as VP of Customer Success.
Over the past seven years, Elias has built a career in compliance and customer success. Now, he’s bringing that experience to DataGrail to help customers navigate the evolving world of data privacy.
We caught up with Elias to hear more about his career path and what he sees shaping the future of Customer Success.
Give us a snapshot of your career so far.
Over the last seven years, I’ve dedicated my career to the tech industry—primarily in the blockchain and crypto space. I began in compliance, ensuring regulatory adherence and operational integrity. As I grew more involved, I transitioned into Customer Success, most recently at TRM Labs, a leading blockchain-intelligence company. There, I helped architect and scale our CS function, aligning domain expertise with customer outcomes to support growth and trust.
What inspired you to pursue a career in Customer Success, and how has your perspective on what it means to serve customers evolved over the years?
My shift into Customer Success wasn’t something I planned—it almost fell into my lap.
While working as a subject-matter expert in crypto compliance, I saw firsthand how powerful human connection is—even in the most technically complex spaces.
We paired SMEs with customers, and the takeaway was clear: no matter how advanced the tech, people want trusted advisors—real partners who understand their world and help them navigate it. That realization reshaped my thinking. Customer Success isn’t just support.It’s strategic partnership—where expertise, empathy, and engagement come together to drive impact.
What excites you most about leading the Customer Success team at DataGrail?
I’m thrilled to join DataGrail at this pivotal moment. The company’s mission—to transform how brands manage data privacy and give people control over their privacy and identity—is one I deeply resonate with. We operate in a space that’s becoming increasingly urgent and complex. It’s energizing to lead a team of passionate professionals who are helping customers operationalize privacy, reduce risk, and achieve their goals—while collectively advancing our own mission.
Customer Success is constantly evolving—what trends do you see shaping the future of this field?
The way we operate and engage with customers has fundamentally shifted, and it will continue to do so. While technology and AI are accelerating change, one truth remains: customers still want to engage with humans. AI is a powerful enabler, not a replacement.
A few key trends shaping the future:
- Elevated expectations – Customers expect strategic partnership—someone who deeply understands their business and proactively helps them derive maximum value from the tools they’ve adopted.
- AI-driven efficiency – Automation and AI will continue transforming core CS functions—especially support and operations. Used wisely, these tools create faster resolutions and free up time for more meaningful customer engagements.
- Continuous education and enablement – It’s no longer enough to educate customers during onboarding and call it done. A world-class CS strategy includes regular training, insights, and value reinforcement throughout the customer lifecycle.
- Outcome-oriented engagement – It’s about more than just relationship management. CS teams must consistently drive measurable business outcomes.
What do you think makes a world-class Customer Success team?
A world-class Customer Success team is strategic, aligned, and constantly evolving to meet the needs of customers and the business. A few core elements make that possible:
- World-class talent
- Clear metrics and goals
- Customer-first mindset
- Culture of continuous learning
When hiring for a Customer Success team, what qualities, skills, and mindsets do you prioritize?
When I hire, I look for a blend of human-centered qualities, strong core skills, and a forward-thinking mindset. I look for those who lead with empathy, communicate clearly, and genuinely care about helping others succeed. At the same time, they need to be analytical, adaptable, and comfortable working in fast-changing environments. Most importantly, I look for team members who are curious—always looking to learn, improve, and find new ways to create value for our customers.
What’s your personal mission as a leader in Customer Success?
My mission as a Customer Success leader is to help customers achieve real, lasting value while building strong, trusted relationships. I’m committed to creating a team culture that’s proactive, supportive, and continuously improving—both in how we serve our customers and how we operate internally. Success, to me, means happy customers who see tangible results, empowered teams who feel ownership and purpose in their work, and a clear, measurable impact on the business.
How do you see AI and automation transforming the Customer Success landscape?
AI is a powerful tool that helps us be more focused, proactive, and efficient in how we engage with customers. By automating repetitive tasks like data entry and basic communication, it frees up our time to focus on strategic, high-value interactions. It also helps us become more data-driven—spotting risks and opportunities faster and delivering more personalized experiences. AI doesn’t replace the human element; it enhances it, allowing us to spend more time being trusted advisors.
Want to work with Elias? Check out our open roles here.
