Her Story
About MaryGrace
MaryGrace Fagen brings over a decade of experience to her role in SaaS ecommerce customer success. After earning a biochemistry degree from Doris in Dubuque, Iowa in 2008, she began her career in analytical chemistry before shifting to customer support through a contract position that allowed her to balance family responsibilities. In her current position at Captura, she manages cross-departmental collaboration with product, engineering, and marketing teams, oversees people management, and focuses on implementing AI tools to improve self-serve options while maintaining customer satisfaction. Previously at Copy AI, she built a customer support department from the ground up, introducing self-serve features and AI deflection strategies. Fagen credits her achievements to grit and perseverance, especially during challenging personal times, and values authenticity and empathy in both her leadership and personal life. She draws professional inspiration from a mentor named Emma, who advised that clarity is not confrontation but the most efficient path to positive outcomes for customers, teams, and career growth.
Her Interview
Ten minutes with MaryGrace
01What do you attribute your success to?
I think grit and never giving up. I have a pretty difficult personal life in the last 12 years. And not wanting to give up on my children and my career. So, really just that drive to make sure that I'm doing better so that I can take care of myself and my children. That grit and drive really helped with making sure that I'm getting through what we need for that quarter or for our goals.
02What’s the best career advice you’ve ever received?
The best professional advice was from a mentor, her name is Emma. Clarity isn't confrontation, it is the most efficient way to create outcomes that serve your customer, your team, and your own career growth.
03What advice would you give to young women entering your industry?
Not to be afraid to ask for help or to provide your opinion in a room full of people. Not be afraid to speak your truth in a professional manner, but also when you need help or when you aren't quite sure that asking questions isn't a weakness, it's actually a sign that you care and that you're wanting to put your best foot forward. Not being scared to ask for help, and that goes not just for your work questions but also personally if you're a mom.
04What values are most important to you in your work and personal life?
Authenticity is really important to me, like within the team and within my personal life. Being authentic and true to themselves and being honest about it. Empathy, really putting myself in their shoes, whether it's my children or when you manage a team, sitting with them and understanding what they're going through and holding space but also making sure that they had the work life balance that they need.
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