Nylas
Customer Success Manager, Growth
Remote - Toronto, Ontario
Sponsorship not specifiedDetected 8 days ago
HubSpotSalesforceCRMAccount ManagementBusiness DevelopmentCustomer SuccessResearchLeadershipCommunicationOrganizational Skills
About the role
- 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.
- 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.
Responsibilities
- Execute scalable, data-driven engagement strategies that balances personalized outreach with automation to effectively manage a high-volume customer portfolio.
- 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.
- 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.
Skills
- This enables better, safer, and more reliable communication within apps.
Compensation
- Actual compensation will be determined based on individual qualifications, which are objectively assessed during the interview process.
Benefits
- Analyze customer health, API usage, product adoption, lifecycle stage, and other signals to prioritize outreach and identify accounts with the greatest growth potential.
Company info
- 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.
- Own the growth strategy across a portfolio of SMB customers, proactively identifying opportunities to increase customer value and expand their investment in Nylas.
- Partner with customers to increase product adoption where it supports stronger business outcomes and commercial growth.
- Increase expansion ARR by proactively identifying customers with strong growth potential.
- Build trusted relationships across a broad portfolio of customers through timely, thoughtful engagement.
Visa & Work Authorization
- Visa sponsorship may not be available in certain remote locations.
This listing is sourced directly from Nylas's careers page and normalized into a canonical job model.