Customer Success Manager, Growth

Job description

The Company At Nylas, we specialize in making it easier for developers to add email, calendar, and contact management features into their applications. We provide APIs, which streamline the integration of these functionalities, ensuring they are secure and effective. This enables better, safer, and more reliable communication within apps. Supporting over 100,000 developers and collaborating with more than 900 companies globally, Nylas plays a pivotal role in how digital communication tools are built and utilized. Our technology spans various sectors, from healthcare to education, simplifying the complex process of app development related to communications. By reducing the barriers in communication technology, we empower developers to innovate and enhance user interaction across platforms. The Team Our Customer Success organization is dedicated to maximizing customer value, driving Net Revenue Retention, and helping customers achieve meaningful business outcomes with the Nylas platform. We combine strategic customer engagement with operational excellence, leveraging data, automation, and scalable processes to deliver exceptional customer experiences. As our customer base continues to grow, we’re investing in a dedicated Growth Customer Success team focused on helping our SMB customers realize greater value from the Nylas platform while uncovering opportunities to expand their investment with us. This team plays a key role in identifying high-potential growth opportunities across a large customer base while developing scalable engagement strategies that help both our customers and our business grow. The Role We are seeking a Growth Customer Success Manager to help build and scale our SMB customer growth strategy. Reporting to the Director of Customer Success, you’ll own growth across a high-volume portfolio of SMB customers by identifying expansion opportunities, increasing product adoption where it creates commercial value, and helping customers maximize the value they realize from Nylas. This is a highly proactive role focused on discovering opportunities—not simply responding to them. You’ll leverage customer data, product usage insights, AI-powered tools, and thoughtful outreach to identify customers with growth potential and engage them before opportunities are missed. This role is ideal for someone who enjoys building relationships at scale, spotting patterns in customer behavior, experimenting with new engagement strategies, and proactively uncovering commercial opportunities. You’ll work closely with Enterprise Customer Success Managers, Sales, Revenue Operations, and other cross-functional teams while helping shape how Nylas approaches digital customer success for our long-tail customer base. What You’ll Do - 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. What Success Looks Like - Consistently generate qualified expansion opportunities across your SMB customer portfolio. - Increase expansion ARR by proactively identifying customers with strong growth potential. - Build trusted relationships across a broad portfolio of customers through timely, thoughtful engagement. - Develop scalable outreach strategies that improve customer engagement while allowing the team to efficiently manage a high-volume portfolio. - Partner with Customer Success leadership to refine and expand our digital customer success strategy as the program continues to grow. - Help establish repeatable customer success motions that become the foundation for our growing SMB Customer Success program. What You'll Bring - 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. Interview Process - Round 1: 30-minute Google Meet discussion with the Hiring Manager - Round 2: Practical exercise focused on customer prioritization and identifying expansion opportunities - Round 3: Team & culture interview with CSMs and cross-functional stakeholders - Round 4: 45-minute discussion with the Chief Customer Success Officer Throughout the interview process, we’ll be looking for candidates who demonstrate curiosity, strong customer judgment, and commercial thinking. We encourage candidates to share examples of how they’ve proactively identified opportunities, improved customer outcomes, influenced growth, or solved challenging customer problems through thoughtful engagement. Actual compensation will be determined based on individual qualifications, which are objectively assessed during the interview process. Factors influencing salary include knowledge, skills, experience, and abilities. Nylas is registered as an employer in many, but not all, states/provinces. If you are not located in or able to work from a state/province where Nylas is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations.