B2C CRM & Lifecycle Growth Lead

• Work that Matters: Millions of people trust Proton with their privacy. We answer only to our users - not advertisers, not investors with conflicting agendas, not governments.
• A Great Team: Diverse, collaborative, and tight-knit, with people from MIT, Harvard, Stanford, Caltech, Cambridge, ETH, and more.
• Technology: The right hardware and software to do your best work.
• Learning & Development: We invest in your growth. Proton is one of the fastest ways to accelerate your career - real challenges, real ownership, from day one.
• Employee Benefits: Strong health coverage, solid retirement options, generous leave, and wellness support.
• Stock Options: From day one, you have a real stake in what we're building. When Proton wins, you win.
• In-Person Collaboration: Offices across Geneva, Zürich, Barcelona, London, and more. You'll spend most of your time collaborating face-to-face.
• Food: Lunch and snacks on us every day in the office.
• Transport: We cover public transport, bike allowances, or parking - whichever works for you.
• Flexible Working: You own your schedule. Outcomes matter more than clock-in times.
• Compensation range
  London: 60.000 - 100.000 GDP gross annually*
  Barcelona: 50.000 - 90.000 EUR gross annually*
  Other locations: Compensation will be discussed during the interview process
  *Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

• 10+ years of experience in B2C CRM, lifecycle or growth marketing, ideally within SaaS, fintech, subscription, or consumer technology.
• Proven experience building or transforming CRM/lifecycle capabilities from scratch in a startup, scale-up, or high-growth environment.
• Deep expertise across the customer lifecycle, including onboarding, activation, conversion, retention, cross-sell, reactivation, and LTV.
• Strong commercial and analytical acumen, with the ability to connect CRM activity to revenue, customer value, retention, and incremental growth.
• Experience with next-best-action, propensity, segmentation, customer scoring, or decisioning models, working closely with Data and Engineering.
• Hands-on knowledge of CRM, marketing automation, CDP, experimentation, and analytics platforms, including event-driven and triggered journeys.
• Strong experimentation skills, including hypothesis development, testing, incrementality, and interpreting results into clear actions.
• A builder and self-starter who can set strategy while remaining hands-on in execution.
• Excellent stakeholder management, influencing, negotiation, and prioritisation skills across Product, Data, Engineering, Growth, Marketing, and Commercial teams.
• Comfortable operating in a complex multi-product matrix organisation, balancing competing priorities and driving alignment without direct authority.
• Strong bias toward action, with a pragmatic and cost-conscious approach to building scalable growth capabilities.

Proton operates a growing portfolio of SaaS products, each generating rich behavioural signals about how users discover, adopt, engage with, and pay for our services.

Today, lifecycle communications and growth initiatives are often developed at a product level. The opportunity is to build a more sophisticated, coordinated CRM and lifecycle growth capability across the portfolio: one that uses product behaviour, customer value, commercial priorities, and experimentation to determine the next best action for each user.

You will own the development of this capability from the ground up.

Your remit will span onboarding, activation, engagement, conversion, cross-sell, retention, reactivation, and customer lifetime value. You will define how CRM contributes to Proton's broader growth strategy and work closely with Product, Growth, Data, Engineering, Martech, and Marketing to turn behavioural signals into scalable, automated customer journeys.

You will need to be equally comfortable defining a multi-year CRM strategy, challenging commercial assumptions with data, negotiating priorities with senior stakeholders, and getting into the detail of segmentation, experimentation, journey logic, and measurement.

In this role, success means that Proton develops a CRM and lifecycle growth capability that is both strategically sophisticated and commercially accountable.

Users receive increasingly relevant and coordinated experiences across Proton's portfolio. Behavioural signals translate quickly into automated actions. Product and Marketing operate from a shared understanding of the customer lifecycle. CRM investment is prioritised according to incremental commercial value. Experimentation becomes systematic rather than campaign-specific.

Over time, Proton should be able to move from product-by-product communications towards an intelligent lifecycle system that understands the user, predicts the most valuable next action, and consistently improves activation, conversion, retention, cross-product adoption, and lifetime value.

• Own the end-to-end B2C CRM and lifecycle growth strategy across Proton's portfolio, from onboarding and activation through conversion, retention, cross-sell, reactivation, and LTV.
• Build Proton's CRM capability and operating model from the ground up, including segmentation, governance, experimentation, measurement, tooling, and ways of working.
• Design and orchestrate multi-product, event-driven customer journeys using behavioural signals, commercial priorities, and next-best-action principles.
• Identify and deliver CRM and in-product growth opportunities that improve activation, conversion, retention, referrals, and cross-product adoption.
• Build and own a rigorous experimentation roadmap, turning hypotheses and test results into clear commercial and product decisions.
• Define and track the core lifecycle and commercial metrics, including conversion, retention, churn, ARPU, LTV, incremental revenue, and reactivation.
• Partner with Data and Engineering to build the models, instrumentation, dashboards, and decisioning capabilities required to scale CRM.
• Bring strong commercial judgement to prioritisation, focusing resources on the highest-value customer and growth opportunities.
• Act as the senior CRM lead across Proton's multi-product matrix organisation, aligning Product, Growth, Marketing, Data, Engineering, and Martech stakeholders.
• Build the foundations for a high-performing CRM function, combining strategic direction with hands-on execution and strong stakeholder influence.