Director, Customer Marketing (Hybrid)

The Role:

The Director, Customer Marketing owns how Nitro grows revenue from its existing customers: retention, expansion, cross-sell between PDF and eSign, and advocacy. Today this work is spread across revenue, eCommerce and product marketing; this role gives it a single owner, strategy and number.

The role is based in Toronto, alongside the Revenue Marketing Campaigns, Global Partner and Regional Marketing team members already there, and works closely with the Dublin-based revenue and performance teams.
Key responsibilities:

• Strategy: build and own the customer marketing strategy across the lifecycle, from onboarding and adoption through renewal, expansion and advocacy.
• Retention and expansion: design programmes that lift renewal rates, seat expansion and upgrades, for both self-serve (eCommerce) and sales-led customers.
• Cross-sell: with the PDF and eSign Product Marketing Managers, create plays that move customers from one product to both.
• Lifecycle and onboarding: with Marketing Automation, define and run in-product, email and nurture journeys that drive activation and adoption.
• Advocacy: run the customer reference, case study, review and community programmes that feed Sales, Brand and Content.
• Customer insight: use product usage, NPS and win/loss data to segment customers and shape messaging, pricing and packaging input.
• Partnership: work with Customer Success and Sales leadership on account-based plays for key and at-risk accounts.
• Reporting: own customer marketing targets and report on net revenue retention, expansion pipeline and programme ROI.
• Team building: hire and develop a customer marketing team as the function scales.

Requirements:
Essential

• 10+ years in B2B marketing, with 5+ years leading customer, lifecycle or retention marketing in SaaS.
• Track record of growing net revenue retention and expansion revenue, with results you can quantify.
• Experience with both product-led (self-serve) and sales-led customer motions.
• Strong command of lifecycle tooling (marketing automation, CRM, product analytics) and comfort working from data.
• Proven ability to influence Sales, Customer Success and Product without direct authority.
• Experience working across time zones with teams in EMEA and North America.

Desirable

• Background in document productivity, eSignature or adjacent SaaS categories.
• Experience building a customer marketing function or team from the ground up.
• Experience running customer advocacy, review and community programmes at scale.

What success looks like:

First 90 days

• Audit of current retention, expansion and advocacy activity, with gaps and quick wins.
• Customer segmentation agreed with Sales, Customer Success and Product.
• Customer marketing strategy and 12-month plan signed off by marketing leadership.

First 12 months

• Measurable lift in net revenue retention and expansion pipeline against agreed targets.
• A live PDF-to-eSign cross-sell programme with tracked conversion.
• An always-on lifecycle journey for new and renewing customers.
• A working reference and case study programme Sales relies on.

Why Nitro?
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:

Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.

Hybrid Work
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.

Benefits:Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Salary Range:
175K - 190K CAD Total
AI disclosure:
Artificial intelligence is not used in Nitro's recruitment process to screen CVs, assess candidates, or make selection decisions.
Real vacancy:
This role is a current, active vacancy.

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