- 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 balances 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.
Data AnalysisSalesforceAccount Management+3 more