Senior Product Marketing Manager, Lifecycle & Consumer Education

Cloaked•New York City, NY

7d•Hybrid

About The Position

Cloaked is hiring a Senior Product Marketing Manager, Lifecycle & Consumer Education to own the customer experience after signup across consumer and enterprise. The role is focused on growing lifetime value through retention, feature adoption, expansion, and customer trust. It owns all customer communication surfaces, including email, push, SMS, in-app messaging, and help and support content, and partners with teams across product, engineering, CX, legal, finance, sales, and account ownership. The role leads the full lifecycle from activation and onboarding through engagement, renewal, churn recovery, save flows, and winback. It also develops customer education programs that help customers understand and use Cloaked products, and creates upsell and expansion programs. For enterprise customers, the role builds onboarding, education, adoption, renewal, expansion, reference, and advocacy programs. The position owns lifecycle operations and measurement, including Customer.io journeys and segmentation, deliverability, consent and preferences, and the lifecycle dashboard. It also supplies customer stories and evidence of retention and trust to PR and brand. The position is based in Cloaked’s New York office, with in-person work three days per week. The team follows a hybrid model and allows remote work as needed.

Requirements

6–8 years of experience in lifecycle, CRM, retention, or customer marketing at a consumer subscription or app business.
Fluency with product analytics and SQL, including building cohorts and dashboards and designing experiments with control groups and sound denominators.
Strong customer-facing writing and editing skills, with the ability to explain complex privacy features clearly to non-technical customers.
Product-minded understanding of activation and habit loops, and ability to map adoption journeys from feature specifications.
Experience working with product and engineering on in-app surfaces, events, and triggers.
Experience owning a marketing automation platform, including deliverability, consent, and data integrations, and scoping engineering work needed to support customer journeys.
Ability to collaborate across functions and run programs involving multiple teams without directly managing those teams.
Fluency with AI tools such as Claude and ChatGPT for drafting, generating variants, and analysis.

Nice To Haves

Prosumer or B2B customer-marketing experience alongside consumer marketing.
A retention, adoption, or expansion program built with quantified lift against a holdout, or experience rebuilding a lifecycle stack and measurably improving it.
Experience with Customer.io or comparable tools, PostHog or comparable product analytics, SQL and a BI tool such as Omni, in-app messaging and guidance tools such as Appcues or Pendo, help-center and support tools such as Intercom, short-form video and screen-capture production tools such as Loom or Descript, or light Figma for email and in-app layouts.
Familiarity with the privacy and identity competitive set and B2B customer-marketing motions.
Being a Cloaked user with a clear point of view on the category.

Responsibilities

Own retention programs end to end, including activation, onboarding, engagement, renewal, dunning and involuntary-churn recovery, save flows, and winback.
Rebuild existing lifecycle programs, create missing programs, and operate them on a documented experimentation cadence.
Develop consumer education programs, including onboarding sequences, feature-adoption journeys, in-app guidance, tutorials, explainer videos, email courses, and help-center content.
Drive customer adoption of data removal, identities, Call Guard, Cloaked Pay, and future product features.
Coordinate with the launch team to carry product launches through to customer adoption.
Own upsell and expansion communications across channels, including monthly-to-annual conversion, plan tiers, add-ons, and family and multi-user plans.
Identify customer moments that indicate readiness to expand and develop programs in partnership with product and growth teams, including in-app surfaces and pricing and packaging tests.
Run consumer trust communications, including transparency and “what we did for you” reporting, security and policy updates, and proactive communications when issues arise, in partnership with CX and legal.
Maintain standards so customer messages are on brand and non-manipulative.
Build enterprise lifecycle programs covering onboarding and seat activation, admin and end-user education, adoption reporting, renewal and expansion communications, and reference and advocacy programs, working with account owners.
Own the lifecycle stack, including Customer.io segmentation, journeys, templates, QA, email and SMS deliverability, consent and preference management, and the lifecycle dashboard.
Provide customer stories and retention and trust proof points to PR and brand.
Collaborate with CX, product, finance, sales, engineering, legal, growth, and account owners to deliver lifecycle programs.

Benefits

Above-market-rate pay and equity, with compensation comprising salary, bonus, and equity.
Medical, dental, and vision insurance, with Cloaked covering the majority of employee premiums for full-time US employees.
Company-paid basic life insurance.
401(k) with company match.
Flexible work arrangements and the ability to work remotely as needed.
Home office stipend and a new company laptop, with other role-dependent technology.
Competitive PTO, floating holidays, and sick days.
Paid parental leave for new parents through birth, adoption, or foster placement.
Monthly wellness and meals stipend, usable for physical, mental, or emotional care, as well as lunch and coffee during the workday.
Unlimited professional development fund and opportunities for career development and personal growth.
Encouragement to attend conferences and industry events.
Two kitchens with drinks, snacks, and other provisions at the NYC office.
Team outings and social events.