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.

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.

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.

• 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…