Nylas · 5 days ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expNylas is a company that specializes in providing APIs for email, calendar, and contact management features for developers. They are seeking a Customer Success Manager to own a portfolio of high-value customer accounts, drive successful renewals, and identify upsell opportunities, ensuring customer satisfaction and long-term retention.
Developer APIsEmailSoftware
Responsibilities
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
Qualification
Required
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
Preferred
Experience at a SaaS startup, especially in roles focused on revenue retention, renewals, and growth
Company
Nylas
Nylas is the cpaas company that empowers businesses worldwide to unlock the power of their communications data.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$175MKey Investors
Spark Capital8VCFormation 8
2021-06-17Series C· $120M
2020-06-23Series B· $25M
2018-08-22Series B· $16M
Leadership Team
Christine Spang
Board Member
Gleb Polyakov
Board Member
Recent News
2025-06-21
2025-05-01
2025-04-20
Company data provided by crunchbase