Cloaked Senior Product Marketing Manager at Cloaked responsible for lifecycle and consumer education to drive retention, adoption, and expansion. Owns all communication surfaces post-signup.
Responsibilities
We’re hiring a Senior Product Marketing Manager, Lifecycle & Consumer Education to own the customer after the signup. Cloaked is good at acquiring customers and shipping features. This role makes sure the people we acquire understand what they bought, use it, stay, and buy more. You’ll own every owned communication surface (email, push, SMS, in-app, and the help and support content layer with CX) with one job: grow lifetime value by driving retention, feature adoption, and expansion, and grow consumer trust in Cloaked while doing it. The role spans consumer and enterprise, and the outcomes are the same on both sides. If you’re a lifecycle marketer who thinks in customer moments rather than channels, come build with us!
This role is based in our New York office, in person three days a week.
What will you do?
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.
What skills and experiences will help you?
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.
