Director, Professional Services

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 Director, Professional Services will lead and mature our professional services function, overseeing a team of Solutions/Implementation Engineers responsible for driving successful customer outcomes when engaging with them, during phases such as onboarding, Proof-of-Concept (POC) projects, and consultative professional services engagements through the entire customer lifecycle. In this role, you will:

• Establish and grow Nylas’ Professional Services function, in direct alignment with company goals and vision.
• Build the operational foundation for a scalable, revenue-generating professional services team — including the design of optimal service offerings, utilization frameworks, delivery processes, and cross-functional alignment.
• Lead, coach, and scale the team, establish clear success metrics across the team, balancing customer value delivery with commercial accountability.
• Model a culture of accountability, transparency, and customer obsession, where the team feels both empowered and expected to deliver impact.
• Be accountable for the financial P&L for this function, such as revenue target and gross margin.
• Partner with Marketing to highlight the impact of professional services to our customers, such as co‑developing press releases, case studies and generating customer testimonials.
• Partner with Sales on Enterprise deals to increase win‑rates and optimize deal size by providing confidence in our domain expertise, professionalism and service, and complete POCs if required.
• Partner with Customer Success and Technical Support to continually discover and deliver on improved customer business outcomes through Professional Services.
• Partner with Product and Engineering to continually provide feedback on real‑world customer pain points to improve our product offering.
• Partner with customers to highlight success stories to the industry by participating in key industry events and with strategic partners, positioning the company as a leader in customer business outcomes and technology innovation.

• 15+ years of success in B2B SaaS professional services, including 5+ years at a director/senior‑manager level overseeing multi‑segment/global customer organizations.
• Proven experience owning functional metrics (PS revenue, utilization rates, gross margins).
• Proven ability to deliver business and customer outcomes through effective leadership of professional services teams.
• High emotional intelligence and composure in high‑stakes or escalated situations.
• Reputation for developing, coaching and leading high performing teams and sustaining a healthy culture.
• Demonstrated success scaling PS teams and operations — from early‑stage growth to mature, data‑driven frameworks and systems.
• Strong background serving technical and developer audiences — ideally from API platforms, developer tools, or infrastructure software companies.
• Able to lead conversations about MCP, ADKs, APIs, authentication, webhooks, SDKs, data models, and integration patterns with credibility and confidence.
• Can translate technical complexity into business value for executive stakeholders while understanding engineering realities enough to problem‑solve collaboratively.
• Demonstrated ability to drive alignment across Sales, Customer Success, Product, Engineering, Marketing, Technical Support, and Finance.
• Bachelor’s degree, MBA or technical degree…