Director, Global Customer Marketing

Description
About the Role
As Director, Global Customer Marketing, you will lead the strategy and execution of customer expansion initiatives across NinjaOne's global footprint in North America, EMEA, LATAM, and APAC. This role is responsible for driving upsell, cross-sell, and adoption programs that maximize customer lifetime value while strengthening retention and loyalty. Reporting to the VP, Revenue Marketing, you will partner closely with Customer Success, Product Marketing, Customer Advocacy, and regional marketing leaders to deliver high-impact, data-driven programs tailored to regional dynamics. You'll create scalable global frameworks while enabling regional execution that ensures consistent, meaningful engagement with our 30,000+ global customers. If you are passionate about building global programs that blend customer advocacy, lifecycle marketing, and expansion plays and you thrive in a fast-scaling SaaS environment, this is the role for you.
Location - We are flexible on hybrid/remote working from home, if you are located in the USA and reside in one of the following states - CA, CO, CT, FL, GA, *IL, KS, MA, ME, NC, NJ, NY, OR, TN, TX, VA, & WA. Preference/Priority will be given to candidates based in Austin, TX or those willing to relocate unassisted who are able to work in-office 2 days per week.
What You'll Be Doing
Global Expansion Strategy

• Design, lead, and scale global strategies with measurable goals for cross-sell, upsell, and retention
• Partner with regional leads to adapt campaigns for NA, EMEA, LATAM, APAC & beyond aligning global frameworks with local execution
• Build and lead a global team, coaching and developing regional leaders to execute programs that drive measurable customer growth
• Build integrated campaigns across ABM, lifecycle email, events, sales outreach, and digital channels to accelerate adoption of new features and add-on products
• Establish a repeatable, measurable marketing/sales motion that drives customer expansion across the product suite

Cross-Functional Leadership

• Drive alignment with Customer Success, Advocacy, Sales, Product, and Community to coordinate global customer touchpoints
• Develop scalable programs that regional teams can localize for cultural and market fit
• Collaborate with Product Marketing to amplify customer voice and surface insights for expansion opportunities and churn risks

Customer Insights & Analytics

• Lead customer research initiatives including surveys, NPS, user groups, and feedback loops to inform program design
• Define and report on expansion pipeline, retention, NDR, product adoption, and advocacy growth
• Translate customer insights into actionable programs that drive revenue impact, not just reporting
• Leverage Salesforce, Pardot/Marketo, Tableau/Power BI, 6sense, Pendo, and related tools to tie adoption and retention data directly to revenue outcomes

Lifecycle & Journey Mapping

• Build a global customer lifecycle framework from onboarding through expansion, renewal, and advocacy
• Partner with Product Marketing and Content to deliver targeted assets tailored to lifecycle stages and regional priorities
• Ensure all customer touchpoints are segmented, personalized, and aligned to both global and regional needs

Customer Engagement & Events

• Lead customer participation in events, including speaking opportunities, user groups, success stories, and advocacy spotlights
• Work with Advocacy to identify top champions for awards, case studies, and thought leadership opportunities
• Support regional teams in delivering localized experiences while maintaining global consistency

Data-Driven Optimization

• Analyze performance across regions, products, and customer segments to refine expansion strategy
• Build leadership dashboards showing impact on upsell/cross-sell revenue, expansion pipeline contribution, and customer health
• Adjust strategy dynamically to reflect regional nuances, evolving customer needs, and competitive pressures
• Other duties as assigned.

About You

• 7+ years of B2B SaaS customer marketing experience with a proven record driving upsell, cross-sell, retention, and global expansion
• Expertise in customer lifecycle management, retention programs, and expansion strategies across multiple regions
• Demonstrated success improving NDR, adoption, and customer engagement metrics
• Advanced analytical skills with hands-on experience using CRM, marketing automation, product analytics, and BI platforms (Salesforce, Pardot, Tableau, Power BI, 6sense, Pendo, etc.) to measure and optimize impact on revenue and retention outcomes
• Leadership experience building and managing teams while influencing across Customer Success, Sales, Product, and Advocacy
• Exceptional communication skills with the ability to engage customers, collaborate across functions, and present effectively to executives
• Ability to balance global strategy with local execution, bringing structure to ambiguity in a high-growth environment
• Operate with urgency and flexibility, applying structured thinking to ambiguous situations and thriving in dynamic, high-growth environments
• Industry experience in IT, MSP, cyber security, or endpoint management required
• Embody and lead in NinjaOne's values-Curiosity, Integrity, Kindness, Humility, Builders creating an environment where these values thrive

About Us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries .
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work .
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years .
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
*Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.
Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. For roles based in California or Colorado, the base salary hiring range for this position is $150,000 to $180,000 per year.
For roles based in New York, the base salary hiring range for this position is $150,000 to $180,000 per year.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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