Nylas

Director, Professional Services

Nylas

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$180,000 - CA$260,000 per year

Job Level

Lead

About the role

  • 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.

Requirements

  • 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 (Engineering, Computer Science) a strong plus.
Benefits
  • Competitive commission plan
  • Equity package aligned with stage and growth trajectory
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaSprofessional servicesfunctional metricsPS revenueutilization ratesgross marginsAPI platformsdeveloper toolsintegration patternsdata models
Soft Skills
leadershipemotional intelligencecoachingteam buildingcustomer obsessionaccountabilitytransparencyproblem-solvingcommunicationcollaboration
Certifications
Bachelor’s degreeMBAtechnical degree