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About the Role
Partner with CSM and product teams to drive activation and engagement for new users of LifeLock products. This role requires a data-driven individual who thrives in a test-and-learn environment and uses data to enhance customer experience and drive engagement during the initial three months of a subscriber's lifecycle.
Responsibilities
- Identify opportunities to test welcome journeys for all LifeLock customers to improve early life retention.
- Partner with Product to understand the onboarding experience and personalize member communications using data.
- Test and learn which channels (push, in-product, etc.) add value and improve ROI of early life outreaches to inform roadmap prioritization.
- Partner with the US/XS pod to understand opportunities for enhanced protection offerings within the member's early lifecycle.
- Collaborate with member engagement on the alerting experience and its impact on early life.
- Partner with product on new feature launches to drive early and frequent customer value.
- Monitor and analyze customer usage patterns, engagement metrics, and product adoption to identify opportunities.
- Translate data insights into actionable recommendations for improving early life retention.
Requirements
- 8+ years working on a lifecycle program, preferably for a subscription-based product.
- 2+ years of experience working on engagement and retention within a lifecycle program.
- Ability to thrive in a fast-paced environment, managing multiple cross-functional stakeholders.
- Passion for all aspects of Lifecycle: creative, analytical, and customer experience.
Skills
- Highly analytical with proficiency in reporting tools (e.g., Adobe Analytics, Power BI, Amplitude).
- Experience with a large-scale MarTech tool (e.g., SFMC, Braze, Iterable preferred).
- Experience using AI in CSM workflow is a bonus.
Location
- New York Office
Work Type
- Onsite 3 days per week
Experience Level
- 8+ years
- 2+ years
Education Level
- Bachelor’s degree in Marketing or related field
Salary/Compensations
- $180-$200K
Benefits
- Eligible for a bonus
- 401(k) match
- Health insurance options
- Disability coverage
- Life insurance
- Unlimited paid time off
About the Company
- Gen is a global company dedicated to powering Digital Freedom through trusted consumer brands like Norton, Avast, LifeLock, and MoneyLion.
- Combined heritage rooted in financial empowerment and cyber safety.
- Delivers cybersecurity, online privacy, identity protection, and financial wellness solutions to nearly 500 million users in over 150 countries.
- Passionate about protecting consumers and helping them grow, manage, and secure their digital and financial lives.
- Seeks smart, fearless, high-impact talent who leverage AI as a teammate.
- Offers flexibility, tools, and support for career growth, including flexible working options, time off, competitive pay, benefits, and well-being programs.
- Scrappy and relentlessly customer-driven.
- Creates room for healthy debate, experimentation, and continuous learning.
- Values diverse experiences, identities, and ideas.
- Fosters a supportive environment where differences are a competitive advantage.