B2C CRM & Lifecycle Growth Lead

Proton is one of Europe’s fastest-growing technology companies, serving over 100 million users worldwide across Proton Mail, Proton VPN, Proton Drive, Proton Pass and Proton Calendar. Its mission is to create ethical, secure alternatives to Big Tech by putting privacy, transparency and user trust first. As Proton scales its consumer ecosystem, CRM and lifecycle growth are becoming increasingly important commercial growth engines.

Proton is looking for a highly experienced B2C CRM & Lifecycle Growth Lead to build the strategy, capabilities, systems and operating model that enable intelligent engagement with users across products, channels and stages of the customer journey. This is a senior individual contributor role with significant strategic ownership, designed for a commercially minded CRM leader who combines strong strategic thinking with hands-on execution and 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 its services. The opportunity is to build a sophisticated, coordinated CRM and lifecycle growth capability across the portfolio, using 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 working in detail on segmentation, experimentation, journey logic and measurement.

You will own the end-to-end B2C CRM and lifecycle growth strategy across Proton’s portfolio; build the CRM capability and operating model from the ground up, including segmentation, governance, experimentation, measurement, tooling and ways of working; and design and orchestrate multi-product, event-driven customer journeys using behavioural signals, commercial priorities and next-best-action principles. You will 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; define and track lifecycle and commercial metrics including conversion, retention, churn, ARPU, LTV, incremental revenue and reactivation; and partner with Data and Engineering on the models, instrumentation, dashboards and decisioning capabilities needed to scale CRM. You will bring strong commercial judgement to prioritisation, act as the senior CRM lead across Proton’s multi-product matrix organisation, align Product, Growth, Marketing, Data, Engineering and Martech stakeholders, and build the foundations for a high-performing CRM function while combining strategic direction with hands-on execution and strong stakeholder influence.

You should have 10 or more years of experience in B2C CRM, lifecycle or growth marketing, ideally within SaaS, fintech, subscription or consumer technology, and proven experience building or transforming CRM or lifecycle capabilities from scratch in a startup, scale-up or high-growth environment. You will have deep expertise across the customer lifecycle, strong commercial and analytical acumen, and experience with next-best-action, propensity, segmentation, customer scoring or decisioning models while working closely with Data and Engineering. You should have hands-on knowledge of CRM, marketing automation, CDP, experimentation and analytics platforms, including event-driven and triggered journeys, as well as strong experimentation skills covering hypothesis development, testing, incrementality and interpreting results into clear actions. You will be a builder and self-starter who can set strategy while remaining hands-on, with excellent stakeholder management, influencing, negotiation and prioritisation skills. You should be comfortable operating in a complex multi-product matrix organisation, driving alignment without direct authority, and bring a strong bias towards action with a pragmatic and cost-conscious approach to building scalable growth capabilities.

Success in this role means that Proton develops a strategically sophisticated and commercially accountable CRM and lifecycle growth capability. Users should receive increasingly relevant and coordinated experiences across Proton’s portfolio; behavioural signals should translate quickly into automated actions; Product and Marketing should operate from a shared understanding of the customer lifecycle; CRM investment should be prioritised according to incremental commercial value; and experimentation should become systematic rather than campaign-specific. Over time, Proton should 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.

Proton offers meaningful work supporting millions of people who trust it with their privacy; a diverse, collaborative and tight-knit team; the hardware and software needed to do your best work; learning and development investment; strong health coverage, retirement options, generous leave and wellness support; stock options from day one; in-person collaboration at offices including Geneva, Zürich, Barcelona and London; food in the office; transport support through public transport, bike allowances or parking; and flexible working where outcomes matter more than clock-in times.