Senior Product Marketing Manager, Lifecycle & Consumer Education

Cloaked is building a cyber expert that watches, advises, and acts to keep users safe and private in the age of AI. The company has 600k+ paying members, has protected 10M+ identities, screened 50M+ calls, and removed 1B+ records from data brokers, and is backed by a $375M Series B. This role owns the customer after signup: driving retention, feature adoption, expansion, and consumer trust across consumer and enterprise customers. The role is based in the New York office, in person three days a week.

Responsibilities

Own retention end to end: activation and onboarding, ongoing engagement, renewal, dunning and involuntary-churn recovery, save flows, and winback; Own consumer education that drives feature adoption, including onboarding sequences, feature-adoption journeys, in-app guidance, tutorials, explainer video, email courses, and help-center content; Own upsell and expansion across every communication surface, including monthly-to-annual conversion, plan tiers, add-ons, and family and multi-user plans; Run consumer trust as a lifecycle program, including transparency reporting, security and policy updates, proactive communication with CX and legal, and brand/non-manipulative messaging standards; Build the same motion for enterprise customers, including onboarding, seat activation, admin and end-user education, adoption reporting, renewal and expansion communication, and reference and advocacy programs; Own the lifecycle stack end to end, including Customer.io segmentation, journeys, templates, QA, email and SMS deliverability, consent and preference management, and the lifecycle dashboard; 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; Fluent in the data: comfortable in product analytics and SQL, builds own cohorts and dashboards, designs experiments with real control groups and sound denominators; Strong writer and editor of customer-facing copy: clear, warm, direct, and on brand; Product-minded: understands activation and habit loops, can read a feature spec and map the adoption journey, works with product and engineering on in-app surfaces, events, and triggers; Systems operator: has owned a marketing automation platform including deliverability, consent, and data integrations, and can scope engineering work; Collaborative across functions with CX, product, finance, and sales; Fluent with AI tooling (Claude, ChatGPT) for drafting, variant generation, and analysis

Nice to have

Prosumer or B2B customer-marketing experience alongside consumer; A retention, adoption, or expansion program built with a quantified lift against a holdout; A lifecycle stack rebuilt and left measurably healthier; Experience with Customer.io or comparable; PostHog or comparable product analytics; 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); Light Figma for email and in-app layouts; Familiarity with the privacy/identity competitive set; Being a Cloaked user

Benefits

Medical, dental, and vision coverage with Cloaked covering the majority of employee premiums (full-time US employees); Company-paid basic life insurance; 401(k) with company match; Flexible work arrangements and ability to work remotely as needed; Home office stipend; New company laptop and other tech depending on role; Competitive PTO, floating holidays, and sick days; Paid parental leave for birth, adoption, or foster placement; Monthly wellness and meals stipend, including lunch and coffee during the workday; Unlimited professional development fund; Above market rate pay and equity; Team outings and socials; NYC office with kitchens, drinks, and snacks