Customer Success Manager, Growth

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.

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 balance 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.
• Persistently 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.
• Familiarity with CRM and Customer Success platforms such as HubSpot, Vitally, Salesforce, or similar technologies.
• Comfort using data to prioritize outreach and inform customer conversations.
• 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.