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Cloaked is a Series B-funded cybersecurity and privacy platform with 600k+ paying members. The company provides masked emails, phone numbers, and payment cards; data removal from broker sites; and an AI voice agent for call screening. Cloaked has protected 10M+ identities, screened 50M+ calls, and removed 1B+ records from data brokers.
You will own the customer lifecycle after signup, responsible for ensuring customers understand their purchase, adopt features, retain, and expand. This role spans both consumer and enterprise segments with identical outcomes on both sides. You will own all owned communication surfaces: email, push, SMS, in-app messaging, and help/support content layers.
Key responsibilities include:
- Own retention end-to-end: activation and onboarding, ongoing engagement, renewal, dunning and involuntary-churn recovery, save flows, and winback campaigns. Rebuild existing programs and create new ones on a documented experiment cadence.
- Own consumer education driving adoption: onboarding sequences, feature-adoption journeys, in-app guidance, tutorials, explainer videos, email courses, and help-center content. Ensure customers understand and use data removal, identities, Call Guard, Cloaked Pay, and future features.
- Own upsell and expansion: monthly-to-annual conversion, plan tiers, add-ons, family and multi-user plans. Build programs that convert customers at the right moments, partnering with product on in-app surfaces and growth on pricing tests.
- Run consumer trust as a lifecycle program: transparency reporting, security and policy updates, proactive communication during issues, and brand-aligned, non-manipulative messaging standards.
- Build equivalent motions for enterprise: onboarding, seat activation, admin and end-user education, adoption reporting, renewal and expansion communication, reference and advocacy programs.
- Own the lifecycle stack end-to-end: Customer.io segmentation, journeys, templates, and QA; email and SMS deliverability; consent and preference management; lifecycle dashboards. Supply customer stories and retention proof points to PR and brand.
The role is based in the New York office, in-person three days per week.
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 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, on brand. Can explain complex privacy features to non-technical customers concisely.
- Product-minded: understands activation and habit loops, can read feature specs and map adoption journeys, works with product and engineering on in-app surfaces, events, and triggers.
- Systems operator: owned marketing automation platforms including deliverability, consent, and data integrations; can scope engineering work to enable journeys.
- Collaborative across functions: works easily with CX, product, finance, and sales; can run programs touching multiple teams without owning them.
- Fluent with AI tooling (Claude, ChatGPT) for drafting, variant generation, and analysis.
- Bonus: quantified lift from a retention, adoption, or expansion program against a holdout, or a rebuilt lifecycle stack measurably healthier than before.
