# Customer Success Manager, Growth

**Company:** [Nylas](https://hotfix.jobs/companies/nylas)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $115k/yr
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Salesforce, HubSpot, vitally, ChatGPT, B2B SaaS, customer growth, Revenue Operations, product adoption
**Posted:** 2026-07-14

> Own growth across a high-volume SMB customer portfolio by using customer data, product adoption signals, proactive engagement, and AI-enabled workflows to drive expansion. The role requires 2–5 years of experience in customer-facing B2B SaaS work and strong commercial, organizational, and communication skills.

## Job Description

## 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.

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