Senior Product Marketing Manager, Lifecycle & Consumer Education

Responsibilities

• Own retention end to end: activation and onboarding, ongoing engagement, renewal, dunning and involuntary-churn recovery, save flows, and winback. Rebuild the programs that exist, build the ones that don’t, and run them on a documented experiment cadence.
• Own consumer education that drives adoption - onboarding sequences, feature-adoption journeys, in-app guidance, tutorials and explainer video, email courses, and the help-center content layer - so every customer understands and uses data removal, identities, Call Guard, Cloaked Pay, and whatever ships next. Take the baton from the launch team: they tell the market, you make sure customers adopt.
• Own upsell and expansion across every communication surface: monthly-to-annual conversion, plan tiers, add-ons, and family and multi-user plans. Find the moments where a customer is ready for more and build the programs that convert them, partnering with product on in-app surfaces and with the growth team on pricing and packaging tests.
• Run consumer trust as a lifecycle program: transparency and “what we did for you” reporting, security and policy updates, proactive communication when something goes wrong (with CX and legal), and the standards that keep every message on brand and non-manipulative.
• Build the same motion for enterprise customers: onboarding and seat activation, admin and end-user education, adoption reporting, renewal and expansion communication, and reference and advocacy programs, working with account owners.
• Own the lifecycle stack end to end - Customer.io segmentation, journeys, templates, and QA; email and SMS deliverability; consent and preference management; and the lifecycle dashboard the team runs on. Supply customer stories and retention and trust proof points to PR and brand.

Requirements

• 6–8 years in lifecycle, CRM, retention, or customer marketing at a consumer subscription or app business; prosumer or B2B customer-marketing experience alongside consumer is ideal.
• Fluent in the data: comfortable in product analytics and SQL, builds your own cohorts and dashboards, and designs experiments with real control groups and sound denominators.
• Strong writer and editor of customer-facing copy: clear, warm, direct, and on brand. You can explain a complex privacy feature to a non-technical customer in two sentences and know when to show rather than tell.
• Product-minded: you understand activation and habit loops, can read a feature spec and map the adoption journey, and work with product and engineering on in-app surfaces, events, and triggers.
• Systems operator: you’ve owned a marketing automation platform including deliverability, consent, and data integrations, and can scope the engineering work to make a journey possible.
• Collaborative across functions: you work easily with CX, product, finance, and sales, and can run a program that touches four teams without owning any of them.
• Fluent with AI tooling (Claude, ChatGPT) for drafting, variant generation, and analysis.
• Bonus: a retention, adoption, or expansion program you built with a quantified lift against a holdout, or a lifecycle stack you rebuilt and left measurably healthier than you found it.

Preferred

• Familiarity with the tooling listed: Customer.io, PostHog, SQL and a BI tool (Omni or comparable), in-app messaging and guidance tools (Appcues, Pendo), help-center and support tooling (Intercom), short-form video and screen-capture production (Loom, Descript), and light Figma for email and in-app layouts.
• Familiarity with privacy / identity competitive set and B2B customer-marketing motions is a plus.
• Bonus: a retention, adoption, or expansion program you built with a quantified lift against a holdout, or a lifecycle stack you rebuilt and left measurably healthier than you found it.

Benefits

• 🌴 Competitive PTO: PTO, floating holidays and sick days - and we push people to actually use them. We see time off as a preventative burnout measure, not a balance to hoard.
• 👶 Parental Leave: Paid leave for all new parents - birth, adoption, or foster placement - because the people building privacy deserve time with their families.
• 🤸 Monthly wellness & meals stipend: Used for any kind of physical, mental or emotional care you'd like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer - plus lunch and coffee during the workday.
• 🧠 Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund. Additionally team members are encouraged to regularly attend conferences and industry events.
• We offer flexible work arrangements and the ability to work remotely as needed. Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).