Customer Success Manager

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 team is dedicated to driving customer value, maximizing retention, and uncovering opportunities for growth. We work with high-value customers to ensure their ongoing success and satisfaction with Nylas’s platform. As trusted partners, we take ownership of renewals and strategic upsells, combining consultative relationship management with commercial accountability.

We are collaborative, proactive, and results-oriented professionals who thrive on helping customers realize the full potential of our products. Our team plays a critical role in the financial health and long-term success of Nylas by ensuring high renewal rates, expanding customer relationships, and enabling stakeholders across the organization to achieve our shared goals.

The Role

As a Customer Success Manager, you will own a portfolio of high-value customer accounts, driving successful renewals and identifying opportunities to expand partnerships through strategic value-led upselling. You will play a critical role in maintaining and growing recurring revenue, directly impacting the financial health and success of Nylas.

Reporting to the Manager, Customer Success, you will engage proactively with customers to understand their business needs, articulate the value of Nylas solutions, and guide them through renewal and expansion conversations with professionalism and care. You will manage negotiations, remove barriers to renewal, and collaborate cross-functionally with Product, Sales, and Support teams to drive customer satisfaction and long-term retention.

This is a role for someone who thrives in a dynamic environment, takes ownership of revenue targets, and enjoys building trusted relationships with customers. We are looking for a resourceful, consultative, and results-driven professional who shares our passion for customer success and is excited to help scale Nylas’s growth through exceptional account management.

What You’ll Do

• Own a book of high-value customer accounts, ensuring successful and timely renewals while identifying and closing upsell opportunities to meet or exceed assigned revenue targets.
• Proactively build and execute strategic account plans, mapping key stakeholders and defining growth strategies to drive customer satisfaction and long-term expansion.
• Use data-driven insights and usage metrics to prioritize customer outreach, detect churn risks, and identify accounts most likely to benefit from new features, additional licenses, or expanded services.
• Navigate customer organizations to engage decision-makers, champions, and influencers in renewal and upsell conversations, developing strong relationships with executive stakeholders to drive alignment and value realization.
• Lead renewal negotiations end-to-end, from early engagement through contract execution, preparing proposals, addressing objections, and securing commitments to maximize retention and growth.
• Conduct regular customer check-ins, Quarterly Business Reviews (QBRs), and ongoing touchpoints to strengthen relationships, demonstrate ROI, and reinforce the value of the Nylas platform.
• Maintain accurate, up-to-date records of activities, forecasts, and pipeline opportunities in the CRM system, ensuring transparency and forecast accuracy for upcoming renewals and upsells.
• Collaborate cross-functionally with Sales, Customer Success, Product, Marketing, and Support teams to ensure seamless handoffs, address customer needs, and deliver an exceptional customer experience.
• Advocate for customers internally by surfacing feedback, identifying feature gaps, and partnering with Product and Engineering teams to improve customer satisfaction and adoption.

What You Must Bring

• 5+ years of B2B SaaS experience in customer success, account management, or a quota-carrying customer-facing role
• Proven track record of meeting or exceeding renewal and expansion sales quotas, with direct experience negotiating, closing, and managing complex renewals or upsell opportunities.
• Demonstrated ability to own and grow a book of business, balancing retention and expansion priorities while maintaining high customer satisfaction.
• Strong consultative selling skills and experience managing relationships with technical audiences, such as CPOs, VPs of Engineering, or senior IT leaders.
• Excellent written and verbal communication skills, with the ability to clearly articulate value propositions, lead presentations, and influence key decision-makers.
• High degree of organization and ownership, with a track record of managing multiple accounts, timelines, and priorities simultaneously in a fast-paced environment.
• Experience using CRM tools (e.g., Salesforce, HubSpot) to maintain accurate forecasts, manage pipelines, and report on performance metrics.
• Data-driven mindset with the ability to analyze customer health and usage metrics to proactively mitigate churn risk and identify upsell opportunities.
• Desire to thrive in a dynamic, fast-growing environment, and eagerness to contribute to a collaborative team culture.
• Bonus: Experience at a SaaS startup, especially in roles focused on revenue retention, renewals, and growth.

Interview Process

• Round 1: 30 minute Google Meet discussion with the Manager, Customer Success
• Round 2: 60 minute take home assignment to be followed by a 60 minute Google Meet panel discussion
• Round 3: 45 minute Google Meet interviews with 3-4 team members (max 4 hours).

During the various discussions, candidates selected to meet with us are strongly encouraged to not only discuss their knowledge, skills, experience, and abilities but also to showcase examples of their current or previous work. We expect you to clearly outline the "what," "why," and "how" behind your contributions.

Actual compensation will be determined based on individual qualifications, which are objectively assessed during the interview process. Factors influencing salary include knowledge, skills, experience, and abilities.

Nylas is registered as an employer in many, but not all, states/provinces. If you are not located in or able to work from a state/province where Nylas is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations.