Director, Customer Success NAMER/APAC (Hybrid)

Nitro•Toronto, ON

15h•CA$280,000 - CA$320,000•Hybrid

About The Position

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. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles: One team, One mission; Own it; Accountable to our customers; Excellence in execution; Be bold, fail fast, learn faster. These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best. As the Director / Senior Director of Customer Success, you will lead and scale our regional Customer Success organization, helping some of the world's largest enterprises realize value from their investment in Nitro while building long-term strategic partnerships. You’ll be responsible for building and executing the customer success strategy, aligning closely with Sales, Product, Support, and Marketing to improve adoption, retention, and growth. You will be the voice of the customer within Nitro, championing the needs of our customers, and ensuring their success drives business growth. You will also work in close partnership with the Manager of Customer Success for EMEA to ensure a unified, global approach to customer success. Together, you will define and implement best practices that scale across regions and ensure consistency in how we engage, support, and grow our customers worldwide. Success in this role requires balancing strategic thinking with operational excellence. You'll lead a high-performing team, build scalable programs, drive customer outcomes, and expand long-term partnerships across our enterprise customer base. This role reports to the SVP, Customer Experience.

Requirements

10+ years of experience in Customer Success or Account Management within enterprise software, with at least 5 years in a leadership role.
Strong commercial acumen with deep experience supporting strategic renewals and long-term customer retention.
Strong analytical mindset with the ability to use data to drive decisions.
Experience leading organizational change and building scalable customer programs.
Exceptional communication, interpersonal, and organizational skills.
Experience working across multiple global regions and collaborating with distributed teams.
Willingness to travel approximately 10–15%.

Nice To Haves

Proven ability to lead and scale high-performing CS teams in a fast-paced environment.
Strong executive presence and ability to build trust with senior stakeholders, both internally and externally.
Demonstrated ability to influence cross-functional teams and drive customer-centric initiatives.
Metrics-driven mindset with a focus on outcomes, value delivery, and measurable success.
Experience driving alignment with global CS leadership to ensure consistency across regional teams.

Responsibilities

Own customer retention and long-term customer health across the region.
Ensure customers achieve measurable business outcomes through adoption, enablement, and ongoing success planning.
Drive high adoption and satisfaction through value-driven engagement and proactive account management.
Lead risk identification and mitigation efforts well before renewal.
Personally engage with executive sponsors on strategic accounts and renewal opportunities.
Collaborate closely with EMEA Customer Success leadership to ensure strategies, processes, and success plans are implemented consistently across regions.
Lead, coach, and develop a team of Customer Success Managers focused on delivering exceptional customer outcomes.
Support managers and CSMs through complex customer situations, executive escalations, and strategic renewals.
Build a culture of accountability, ownership, and continuous improvement.
Improve the systems, processes and playbooks that enable Customer Success to scale efficiently.
Drive consistency across onboarding, customer engagement, executive business reviews, adoption programs, and success planning.
Use customer insights and operational metrics to continuously improve how the organization works.
Forecast customer health, renewal risk, and retention performance.
Identify opportunities to leverage AI, automation, and digital engagement to increase team effectiveness while maintaining a high-quality customer experience.
Drive renewals in collaboration with Sales and identify upsell opportunities through strong customer relationships.
Serve as the voice of the customer across the business.
Influence Product roadmaps by communicating regional customer feedback and emerging trends.
Partner with Marketing on customer advocacy, customer education, and scalable engagement programs.