B2C CRM & Lifecycle Growth Lead, Proton
£60-100k
+ Stock Options. Barcelona: 50.000 - 90.000 EUR gross annually
Encrypted email, drive, and VPN services
Job no longer available
Encrypted email, drive, and VPN services
501-1000 employees
Job no longer available
£60-100k
+ Stock Options. Barcelona: 50.000 - 90.000 EUR gross annually
501-1000 employees
Company mission
To fight for a better internet that is secure and private by default.
Role
Who you are
- 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
What the job involves
- As Proton continues to scale its consumer ecosystem, CRM and lifecycle growth are becoming increasingly important commercial growth engines
- We are looking for a highly experienced B2C CRM & Lifecycle Growth Lead to build the strategy, capabilities, systems, and operating model that enable us to engage users intelligently across products, channels, and stages of the customer journey
- This is a senior individual contributor role with significant strategic ownership. It is designed for a commercially minded CRM leader who combines strong strategic thinking with hands-on execution and who is motivated by building a function rather than inheriting a mature one
- 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
- 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
- What Success Looks Like
- 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
Our take
Proton is a Geneva-based startup founded by former CERN worker and internet privacy advocate Andy Yen. It provides internet users with encrypted webmail, calendar, drive, and VPN services.
Proton maintains its pro-privacy ethos using a Swiss VPN, protected by strict Swiss privacy laws. In essence, it has established a connection between the personal and the political, smartly utilising the country’s national laws to benefit people and organisations globally. Proton also funds charities and movements such as the World Wide Web Foundation and Netblocks, further cementing it as an influential NGO.
Perhaps Proton’s most important quality is its determination to maintain independence from advertisers and companies. Originally founded on donations, Proton has funded itself via grants rather than venture capital so that all of its customer's data is never at risk of being mined. One effect of this is that to keep up with the increasing competition in the data privacy sector, Proton has expanded its services to allow more cross-selling and simultaneously has more products to offer, such as drive and calendar privacy.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Company benefits
- These vary by location and type of contract but expect support on your vacation, parental leave, refreshment if working from the office, learning and development opportunities, equity for shared success, flexible working hours and remote work, company events, and team-building activities.
Company HQ
Plan-les-Ouates, GE
Leadership
Andy Yen
(Founder & CEO)Previously PhD Researcher at CERN
Share this job
View 41 more jobs at Proton