Director, Customer Marketing (Hybrid)

Nitro; Toronto; Hybrid; CAD 175,000 - 190,000; Full time

Benefits offered by this job

Flex Time Off

Hybrid Work

Benefits: health, dental, vision; 401k

Job summary

Nitro in Toronto, a global SaaS leader, seeks a Director of Customer Marketing to own revenue growth from existing customers across retention, expansion, cross-sell, and advocacy. The role sits with the Revenue Marketing Campaigns, Global Partner and Regional Marketing teams and collaborates with Dublin teams.

Lead lifecycle programs, use data to inform segmentation and messaging, and partner with Sales, CS and Product to drive cross-functional impact. Hybrid work in Toronto with global teams.

Qualifications

• 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 measurable results.
• Experience with product-led and sales-led customer motions.
• Strong command of lifecycle tooling (marketing automation, CRM, product analytics).
• Influence across Sales, Customer Success and Product without direct authority.
• Experience across time zones with EMEA and North America teams.

Responsibilities

• Strategy: own the customer marketing strategy across lifecycle from onboarding to renewal and advocacy.
• Retention and expansion: design programmes to lift renewals and seat expansion for self-serve and sales-led.
• Cross-sell: create plays to move customers from PDF to eSign.
• Lifecycle and onboarding: define journeys that drive activation and adoption.
• Advocacy: run reference, case study, review and community programmes.
• Customer insight: use usage, NPS and win/loss data to segment customers.
• Partnership: work with CS and Sales on account-based plays.
• Reporting: own targets and ROI of programs.
• Team building: hire and develop a customer marketing team.

Skills

B2B marketing

customer lifecycle

retention marketing

SaaS experience

data-driven

marketing automation

CRM

product analytics

Tools

Marketing automation

CRM

Product analytics

Job description

About Us:

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.

How We Work:

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

• One team, One missionOur collective dedication to Nitro’s mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
• Own itWe take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
• Accountable to our customersWe are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
• Excellence in executionDriven by passion and precision, we exemplify excellence in our delivery with innovative, top-quality results.
• Be bold, fail fast, learn fasterWe learn as we grow, dare to try, and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

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 OffWork-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 WorkOur 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.

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 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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