Customer Success Manager, Growth

About the position

Nylas specializes in providing APIs that simplify the integration of email, calendar, and contact management features into applications, ensuring security and effectiveness. With a global reach supporting over 100,000 developers and 900 companies, Nylas is instrumental in the development of digital communication tools across various sectors. The Customer Success organization is focused on maximizing customer value, driving Net Revenue Retention, and ensuring customers achieve significant business outcomes using the Nylas platform. This involves strategic customer engagement, operational excellence, and the use of data, automation, and scalable processes. The company is expanding its dedicated Growth Customer Success team to focus on SMB customers, aiming to help them derive more value from the Nylas platform and identify opportunities for increased investment. This team is crucial for spotting high-potential growth opportunities within a large customer base and developing scalable engagement strategies for mutual growth.

Responsibilities

• Own the growth strategy across a portfolio of SMB customers, proactively identifying opportunities to increase customer value and expand their investment in Nylas.
• Analyze customer health, API usage, product adoption, lifecycle stage, and other signals to prioritize outreach and identify accounts with the greatest growth potential.
• Execute scalable, data-driven engagement strategies that balances personalized outreach with automation to effectively manage a high-volume customer portfolio.
• Partner with customers to increase product adoption where it supports stronger business outcomes and commercial growth.
• Identify and qualify expansion opportunities before collaborating with Enterprise Customer Success Managers or Account Executives as accounts mature and exceed defined portfolio thresholds.
• Build trusted customer relationships while managing a high-volume portfolio through a combination of personalized engagement and scalable digital success programs.
• Partner with Customer Success Operations and Revenue Operations to improve playbooks, customer journeys, automation, and digital engagement strategies.
• Leverage AI tools such as ChatGPT and other emerging technologies to improve productivity, research customer accounts, personalize outreach, and enhance day-to-day workflows.
• Maintain accurate customer data and account activity within HubSpot, Vitally, and other Customer Success systems.
• Identify, test, and continuously refine customer engagement strategies, playbooks, and scalable success programs using data to determine what drives the greatest customer and business impact and help shape the future of our SMB customer success program.

Requirements

• 2-5 years of experience in Customer Success, Account Management, Sales, Business Development, Customer Growth, or a similar customer-facing role within a B2B SaaS organization.
• Strong communication and discovery skills, with the ability to build trust, uncover customer needs, and identify commercial opportunities.
• Demonstrated curiosity and commercial instincts, with the ability to recognize customer needs and confidently identify opportunities for growth without waiting for inbound requests.
• A proactive mindset and a willingness to take initiative rather than waiting for opportunities to come to you.
• Strong organizational skills with the ability to effectively prioritize work across a large portfolio of customers.
• Comfort using data to prioritize outreach and inform customer conversations.
• Familiarity with CRM and Customer Success platforms such as HubSpot, Vitally, Salesforce, or similar technologies.
• Comfortable leveraging modern AI tools such as ChatGPT to improve productivity, research customer accounts, draft communications, and streamline day-to-day work.
• A collaborative approach and the ability to work effectively across Customer Success, Sales, Revenue Operations, Product, and Support.
• A growth mindset and genuine enthusiasm for learning, experimenting, and continuously improving.