Who Are We?
We are a team that brought you Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner, dedicated to providing cybersecurity, privacy, and identity protection to over 500 million users in 150 countries. At Gen, we offer flexible working options, generous time off, and competitive benefits in a diverse and inclusive environment where every team member is valued and celebrated.
Job Title: CSM Growth Manager/Retention and Growth marketing f/m/x)
The Challenge
As a CSM Growth Manager (f/m/x) at Gen, you will be at the forefront of enhancing Norton’s Customer Experience and Retention Rates by leveraging the latest trends in Customer Success Management and Growth Hacking. Your mission will be to guide our audience through the subscription expiration journey, ensuring they remain engaged and loyal. We are looking for a growth-driven marketer who prioritizes customer experience and insights, leading to increased engagement and conversions. If you bring innovative ideas and are ready to test them quickly with our data-driven approach, you will thrive at Gen.
The Team
You will be part of our Norton Monetization Team, reporting to the Head of Norton Monetization. You will collaborate with our CSM Growth Managers to drive global growth.
Your Responsibilities:
Embrace Modern Customer Success Trends: Utilize proactive engagement, data analytics, and customer feedback loops to enhance customer experiences.Leverage AI and Automation: Implement AI-driven strategies to predict customer behavior and personalize support efforts.Focus on Revenue Impact: Align customer success initiatives with revenue goals, ensuring clear attribution of CS impact on retention and expansion.Develop Data-Driven Insights: Create customer journeys and user-centric marketing tactics using internal teams or agencies.Monitor Market Trends: Stay updated on competitors’ activities and industry shifts to inform strategies.Conduct Experiments: Continuously design and conduct experiments to discover new growth levers and improve KPIs.Coordinate Cross-Functional Tactics: Work with various teams to maximize impact.Your Qualifications:
Master’s Degree in a relevant area like Digital Marketing preferred.Minimum 4 years of experience in CSM or Growth Marketing.Conceptual, strategic, and creative thinker with a proven track record in Conversion Optimization and Retention.Data-driven with an analytical mind, capable of identifying patterns and shaping hypotheses.Collaborative with a strong ability to drive initiatives independently.Experience with a tech brand, preferably in the subscription space.Excellent command of English.In return, you will be able to:
Drive Your Own Growth Initiatives: Generate and pitch your growth initiatives across the funnel to the Director of Regional Growth.Work Internationally: Be part of an international team, exposed to diverse working methods.Promote a Growth Mindset: Help instill a growth mindset throughout the team and company.Engage with Exciting Technology: Gain exposure to a technology business focused on powering digital freedom.#LI-DNI
Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.
Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.