Head of Lifecycle (Incogni)

Surfshark; Warszawa; Hybrid; PLN 234,000 - 257,000; Full time

Benefits offered by this job

Learning opportunities

Health & wellness

Equipment of choice

Team events

Work from anywhere

Extra vacation days

Surfshark accounts

Job summary

Incogni is seeking a Head of Lifecycle to lead the Lifecycle team and own end-to-end engagement, retention, and growth of customers. You will collaborate with Product, Data, Engineering, and Marketing to build a lifecycle engine driving activation, engagement, retention, upsell, and win-back.

You will design onboarding and activation journeys, orchestrate multi-channel experiences, and own the lifecycle tech stack. A senior leader with strategic product mindset and strong ownership is essential.

Qualifications

• Proven experience building or scaling lifecycle programs in subscription-based business
• Owning outcomes: retention, LTV, upsell, churn, winback
• Strong product mindset and cross-functional collaboration
• Design onboarding, activation, engagement, adoption, upsell journeys
• Segmentation, experimentation, cohort analysis, funnel metrics
• Technical understanding to plan lifecycle and data setup with Data/Engineering
• Omnichannel thinking beyond email
• High autonomy and ownership across teams

Responsibilities

• Own the entire customer journey from onboarding to renewal and post-sale
• Collaborate with Product to drive engagement and long-term retention
• Show value to customers and articulate impact of features
• Build programs that drive activation and usage of key features
• Own upsell and cross-sell targets and explore value expansion
• Lead winback initiatives with measurable targets
• Coordinate personal experiences across email, in-app messages, push, and other channels
• Own lifecycle tech stack and work with Data and Engineering to build it
• Lead a small senior team and prioritize effectively

Skills

Lifecycle management

CRM & retention

Omnichannel

Segmentation

Cohort analysis

Product mindset

Team leadership

Autonomy

Tools

CRM tools

Analytics

Data pipelines

Job description

Incogni is a fast-growing data privacy and automated broker-removal platform on a mission to give people back control of their personal data.

We are looking for a Head of Lifecycle to lead our Lifecycle team and take end-to-end ownership of how we engage, retain, and grow our customers throughout their journey with Incogni.

Your mission is simple: maximize customer lifetime value by helping users discover, understand, and continuously experience the value Incogni provides.

You will lead a small, senior team and work closely with Product, Data, Engineering, and other Marketing teams to build a lifecycle engine that drives activation, engagement, retention, upsell, and win-back.

WHAT YOU WILL DO:

• Own the whole customer journey - from someone's first days with Incogni through onboarding, activation, ongoing engagement, renewal, and everything after;
• Partner with Product to find and ship the initiatives that keep people engaged, protected, and staying longer;
• Make our value impossible to miss - show customers exactly what we're doing for them and why it matters;
• Build programs that help people find and actually use the features that matter most to them;
• Own upsell and cross-sell end to end, including the commercial targets, and keep finding new ways to grow value within our customer base;
• Own winback - build and scale how we re-engage customers who've left, with real targets you're accountable for;
• Orchestrate personal, relevant experiences across email, in-product messaging, push, and wherever else customers meet us;
• Own the lifecycle tech stack - the tools, data, automation, segmentation, and measurement - building it hand-in-hand with Data and Engineering;
• Lead a small, experienced team, set clear priorities, and give senior people the room to do their best work.

WHAT WE EXPECT:

• Proven experience of building or scaling lifecycle, CRM, retention, or customer engagement programs in a subscription-based B2C business;
• A track record of owning real business outcomes - retention, LTV, upsell, churn, winback, recurring revenue - not just open and click rates;
• A strong product mindset: you see lifecycle as far more than messaging, and you know how Product and Marketing together shape what customers do;
• Real skill in designing onboarding, activation, engagement, feature adoption, upsell, and winback journeys;
• Comfort with segmentation, experimentation, cohort analysis, and funnel metrics - you let customer behavior tell you what to do next;
• Enough technical understanding to know what a strong lifecycle and data setup looks like, and to build it with Data and Engineering;
• Omnichannel thinking that goes well beyond email;
• High autonomy and low ego - you take ownership, work well across teams, and care about outcomes over noise.

HERE’S THE DEAL:

• Growth and learning opportunities: time dedicated to learning, conferences, online learning platforms, and books for your professional development;
• Health and wellness: we want you to feel and be your best. That's why we offer various benefits, from online workouts and a physical coach to health insurance and regular mental health checks;
• Tools of your choice: choose the technical equipment and tools you need to do your best work;
• Community and celebrations: get ready for long-lasting traditions such as yearly workation, Friday get-togethers, various team buildings and company celebrations;
• Work-life balance: We encourage working in the office, with the possibility of up to two remote days per week. Plus, with our WFA policy, you can work from almost anywhere in the world;
• More days off: additional vacation days depending on your tenure;
• Premium Surfshark accounts: for you, your family, and friends;
• Gross salary: 5500 - 6300 EUR/month for the Lithuanian market, from 21300 PLN/month for the Polish market. Although it may vary depending on your skills and experience.