Case Study: Nylas achieves under 1% ARR churn while tripling its customer base with ChurnZero

Nylas Maintains 1% Churn With 3x Growth in Customer Base

Nylas, a digital engagement platform whose APIs power automation for billions of users, faced a scaling challenge as its customer base tripled in just over two years. With limited Customer Success headcount, Nylas needed to automate routine engagements and centralize customer data to focus human attention on at‑risk accounts, so they partnered with ChurnZero and adopted the ChurnZero platform (Plays, ChurnScores, Segments, Surveys and integrations with Salesforce, Zendesk, Gong, Slack).

ChurnZero consolidated Nylas’s data sources, automated onboarding and NPS campaigns with Plays and Surveys, and enabled proactive risk tracking via ChurnScores and Segments. As a result, Nylas maintained ARR churn under 1% in 2021, drove a 25‑point NPS increase in just over a year, saw a 24% average QoQ rise in NPS respondents, onboarded 100+ customers in 2021 with a 99% onboarding CSAT, and scaled processes to manage 400+ Growth Segment customers — outcomes directly enabled by ChurnZero.

Nylas

Ryan DeAngelo

Senior Manager, Customer Success Team