Customer Success Manager, Growth

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…