Senior Product Marketing Manager, Lifecycle & Consumer Education

About this role

Cloaked https://www.cloaked.com is building a cyber expert at your side - one that watches, advises, and acts to keep you safe and private in the age of AI. 600k+ paying members already use Cloaked to take back control of their data, their identity, and who can reach them: masked emails, phone numbers, and payment cards, data removal from broker sites, and an AI voice agent that screens calls before they ring through.

We've protected 10M+ identities, screened 50M+ calls, and removed 1B+ records from the data brokers who profit off personal information. Backed by a $375M Series B, we're now building the agents that turn detection into action - for individuals, families, and the companies that want to protect their people.

About the Role

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.

- 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.

What do we like?

- Customer-obsessed, not channel-obsessed. Thinks in customer moments and outcomes first; email, push, and in-app are just the ways to get there.

- Data-first and honest about it. Wants the holdout, reads the denominator, and says so when a program didn’t work.

- Writes like a human. Keeps Cloaked’s warm, direct, non-fear-based voice even when the subject is scams, breaches, and renewals.

- Systems builder. Enjoys making the plumbing work: events, segments, consent, deliverability. Leaves the stack better than they found it.

- Comfortable on a small team. Owns outcomes that depend on CX, product, and sales without owning those teams.

- Bonus tooling: 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), and light Figma for email and in-app layouts. Familiarity with the privacy / identity competitive set and B2B customer-marketing motions is a plus, as is being a Cloaked user with a clear point of view on the…