Customer Success Manager, 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 growth potential.
• Execute scalable, data-driven engagement strategies that balance personalized outreach with automation across 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.
• Build trusted customer relationships through 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 to improve productivity, research customer accounts, personalize outreach, and enhance workflows.
• Maintain accurate customer data and account activity within HubSpot, Vitally, and other Customer Success systems.
• Test and refine customer engagement strategies, playbooks, and scalable success programs using data.

Success Measures

• Generate qualified expansion opportunities across the SMB customer portfolio.
• Increase expansion ARR by proactively identifying customers with strong growth potential.
• Build trusted relationships across a broad portfolio through timely, thoughtful engagement.
• Develop scalable outreach strategies that improve engagement while supporting efficient portfolio management.
• Refine and expand the digital customer success strategy.
• Establish repeatable customer success motions for the 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.
• Curiosity and commercial instincts, with the ability to recognize customer needs and proactively identify growth opportunities.
• Proactive mindset and willingness to take initiative.
• Strong organizational skills and ability to prioritize work across a large customer portfolio.
• 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.
• Comfort leveraging AI tools such as ChatGPT to improve productivity, research accounts, draft communications, and streamline work.
• Collaborative approach and ability to work across Customer Success, Sales, Revenue Operations, Product, and Support.
• Growth mindset and enthusiasm for learning, experimentation, and continuous improvement.

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 and culture interview with CSMs and cross-functional stakeholders
• Round 4: 45-minute discussion with the Chief Customer Success Officer

Compensation

• Actual compensation is determined based on individual qualifications, including knowledge, skills, experience, and abilities.