At a Glance
- Tasks: Lead customer marketing strategy to boost revenue and enhance customer experience.
- Company: Join Nitro, a global SaaS leader transforming digital document workflows.
- Benefits: Enjoy Flex Time Off, hybrid work model, and comprehensive health benefits.
- Other info: Collaborate with global teams and build a high-performing customer marketing team.
- Why this job: Make a real impact in a dynamic environment with a focus on innovation.
- Qualifications: 10+ years in B2B marketing with proven success in customer retention and expansion.
The predicted salary is between 175000 - 190000 $ per year.
A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team. With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.
We aim to create an environment where talented individuals are empowered to excel. Our work is driven by 5 key principles:
- One team, One mission: Our collective dedication to Nitro's mission defines us.
- Own it: We take full ownership of our actions and decisions.
- Accountable to our customers: We are dedicated to our customers and take our commitments seriously.
- Excellence in execution: Driven by passion and precision, we exemplify excellence in our delivery.
- Be bold, fail fast, learn faster: We learn as we grow, dare to try, and bravely question.
The Director, Customer Marketing owns how Nitro grows revenue from its existing customers: retention, expansion, cross-sell between PDF and eSign, and advocacy. 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: Create plays that move customers from one product to both.
- Lifecycle and onboarding: 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.
- Hybrid Work: Our team embraces the hybrid work model, combining three days of in-person collaboration with 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.
Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.
Salary Range: 175K - 190K CAD
Director, Customer Marketing – Hybrid in Toronto employer: Nitro, Inc.
At Nitro, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture in the heart of Toronto. As the Director of eCommerce, you'll benefit from our commitment to employee growth through continuous learning opportunities and a supportive environment that values your contributions. Join us to make a meaningful impact while enjoying the unique advantages of a hybrid work model that promotes work-life balance and flexibility.
