Head of Membership Lifecycle & Monetization

Head of Membership Lifecycle & Monetization

The Opportunity

At Gen, we protect hundreds of millions of people online. Turning that reach into deep, lasting, and commercially successful customer relationships is a core business challenge—and we are approaching it in a fundamentally different way.

We are transforming from high-volume, campaign-driven execution to a model where every lifecycle interaction is purposeful, personalized, and AI-orchestrated. This role sits at the center of that evolution: you will own a defined and commercially significant orchestration within our membership lifecycle, where your strategy, judgment, and execution will have direct and measurable impact on revenue and customer experience.

We operate through cross-functional squads. Each Orchestration Lead provides commercial vision and accountability; the squad—including Product, Data Science, Martech, and other functions—delivers execution. This model demands genuine leadership: the ability to set direction, align diverse partners, and drive outcomes without relying on headcount or hierarchy.

We are looking for a proven lifecycle and monetization leader who has navigated the shift to AI-led marketing operations, understands what truly great customer experience looks like, and brings the commercial sharpness to drive sustainable growth. You will have the rare opportunity to lead at scale in a leading cybersecurity business.

What You Will Own

Our lifecycle organization is structured around distinct commercial orchestrations—each owned end-to-end by a dedicated Lead. You will take ownership of one such orchestration, assignment to be determined based on business priority and your expertise. Examples include:

• Upsell and Cross-Sell: Grow revenue per customer through well-timed, value-led expansion offers. Key metrics: average bookings per user (ABPU), upsell units (free-to-paid), cross-sell attach rate, trial take rate, and trial-to-paid conversion.

• Renewal and Churn Reduction: Protect and grow the long-term value of the paid subscriber base. Key metrics: renewal base LTV, renewal rate, first-tenure renewal rate, auto-opt-out rate, and billing success rate.

• Engagement and Lifetime Value: Deepen product usage and member relationships to extend tenure and monetize over time. Key metrics: feature activation rate, multi-device adoption, post-purchase auto-opt-out, paid NPS, and sustained engagement indicators.

Across all orchestrations, Leads accelerate the shift to intelligent, AI-driven lifecycle execution and contribute to transformation beyond their own scope.

What You Will Do

• Take full ownership of your segment: commercial targets, program logic, performance narrative, and key decisions.

• Shape the new lifecycle model: Define segment operation in an AI-first world—automation, human judgement, guardrails, and excellence standards.

• Build programs that lead with customer experience: Design lifecycle journeys and monetization grounded in genuine customer value.

• Drive the shift to AI-led marketing operations: Translate strategy into AI-ready logic, collaborating with Data Science and Martech to scale.

• Execute with strategic precision: Develop and execute programs for renewal optimization, upsell sequencing, churn intervention, and win-backs. Run structured experimentation and convert learnings into scalable playbooks.

• Orchestrate across functions: Align Product, Marketing, Finance, and Data/AI around shared priorities and uphold the highest execution standards.

• Communicate with clarity: Distill performance across metrics into sharp, data-backed narratives for VP and C-level audiences.

What You Will Bring

• Proven track record in lifecycle, monetization, and growth—with expertise across all three disciplines.

• 10+ years in subscription or recurring revenue—ideally in freemium consumer software, cybersecurity, or high-volume B2C models where scale and customer trust are critical.

• Real AI-led marketing operations experience—led or materially contributed to shifts toward automated lifecycle decisioning and personalization at scale.

• Demonstrated commitment to customer experience—built programs with both CX and commercial performance as non-negotiables.

• Strategic program execution—translating ambitious goals into roadmaps, executing disciplined experimentation, and delivering measurable outcomes.

• Squad leadership—lead through cross-functional squads, setting direction and creating accountability without relying on hierarchy.

• Executive-level communication—able to simplify complexity and align senior stakeholders around a shared direction.

Who You Are

• Commercially accountable: You own outcomes and deliver results.

• Standard-setter: You have a clear vision for great lifecycle management and uphold it.

• Customer-obsessed: You pursue both commercial performance and exceptional customer experience.

• Energized by transformation: Ambiguity drives your focus and creativity.

• Both hands-on and strategic: Comfortable with detail and big-picture planning.

• Decisive prioritizer: You identify and protect high-leverage opportunities, and say no with clarity when necessary.

If you are ready to lead impactful change at the intersection of technology, customer experience, and growth, we invite you to join Gen and make a difference for millions worldwide.