Director, Global Customer Marketing

About the Role

As Director, Global Customer Marketing
, you will lead the strategy and execution of customer expansion initiatives across Ninja One’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, WG &
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.

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.

• 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…