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Customer Marketing Manager

Toronto, Canada

 

 

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:

Our mission is to help create, develop, and support an environment where great people come to do their best work. We believe there is a balance to strike between "work hard, play hard," and we strive to improve in both areas every day.

We put our customers, employees, and communities at the center of everything we do. It all comes back to our core values:

  • Be Good: Nitronauts are good humans with big hearts that are respectful and supportive of each other. We celebrate individuality and diversity and strive to foster an environment where people can be themselves and do their best work.

  • Performance First: We like to challenge ourselves. We're passionate about exceeding expectations and stepping outside our comfort zones to get to the next level. It's our ambition that pushes us to work hard and deliver strong results.

  • No B.S.: This one is self-explanatory, but we're all about transparency, honesty, and authenticity here. We don't beat around the bush; we tell it like it is.

The Role:

Nitro is seeking a Customer Marketing Manager to own the build and execution of our global customer marketing program, with a focus on communications and touchpoints across the customer lifecycle to support our (best in class) retention and adoption metrics, and drive customer expansion through compelling upsell campaigns. Reporting to the VP, Integrated Marketing, you'll partner closely with our Global Customer Success and Account teams to bring your strategies to life and continue supporting our customer-centric ethos.

This role requires creative marketing and communication skills to engage and motivate, and you should be a personable, outgoing marketer who understands the importance of collaborating with cross-functional teams to create an incredible customer experience. If you aspire to play a critical role in a high-growth software business and are passionate about building creative and data-driven programs that engage and delight customers, we'd love to talk!

What you'll be doing:

This exciting and varied role partners with the Customer Experience/Success and Customer Account teams to own, build and execute the Customer Marketing strategy and programs globally.

  • Lifecycle communication touchpoints: Create a communication plan that engages our customers at all stages of their lifecycle to support retention and adoption goals.

  • Expansion Campaigns: Develop, manage, and execute impactful up-sell customer programs.

  • Product campaigns: Partner closely with Product Marketing to deliver the comms around new products, features and functionalities to our customers.

  • Enterprise Customer Retention: Support our Customer Success team with any tailored lifecycle comms needed to execute in a managed customer environment.

  • Customer Advisory board: Lead the global program with roll-out support of regional marketers, fine-tuning the blueprint to ensure the voices of our customers are heard.

  • Customer reviews: Showcase the loyalty our customers have for Nitro by monitoring and supporting the global software review sites (Trust Pilot, G2, Capterra and Gartner Peer Insights), driving for reviews across the platforms.

  • Success Stories: Capture the myriad Nitro success stories our customers share and create campaigns for global or regional roll out as appropriate.

  • Manage any ad hoc and critical customer comms, as well as our quarterly customer newsletter and EoY campaign.

What we're looking for:

  • You have a strong track record of customer-centricity, and the ability to apply a customer-first focus from positioning development to go-to-market execution.

  • You're a planner but aren't phased when you have to move fast to get initiatives to market.

  • You have 5 years+ experience running Customer campaigns for upsell and cross-sell and know what it means to expand within existing accounts and how to achieve this.

  • You are comfortable working with data and reporting on performance and impact of campaigns and programs.

  • You are skilled in stakeholder management; able to influence and work extremely transparently and collaboratively.

  • You are creative; able to think differently in both your comms and campaign approach.

  • A strong copywriter with English fluency, who can originate copy to a high standard.

  • You have strong analytical skills to assess the impact of customer comms and campaigns on retention and expansion.

  • You have an understanding of the software that drives marketing collaboration i.e. Salesforce, Monday.com, Marketo and Tableau.

  • You have a positive attitude, are team-oriented and have a sense of humour!

Why Nitro?

Our goal is to empower our Nitronauts—to make an impact, work better together, and believe any goal is attainable. We take pride in the perks and benefits provided to employees that make their day-to-day lives more enjoyable and secure. Along with our regular benefits and programs (including health, dental, vision, 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.

  • Nitro Resource Groups: Nitro supports our diverse group of Nitronauts who come together to celebrate their passions, share their unique perspectives, experiences, and contributions to make Nitro a more inclusive place to work.

  • Families @ Nitro: We have the opportunity and responsibility to ensure the well-being of our employees, which includes offering support when and where it matters most. From generous leave to fertility benefits, Nitro supports team members who may be on or considering a path to parenthood, whatever that looks like.

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. #LI-Hybrid #LI-DK1