Customer Communications Manager

caspecoab; Nacka kommun; On-site; SEK 600,000 - 900,000; Full time

Job summary

Caspeco, a hospitality operating system leader in Europe, seeks a Customer Marketing lead to build and run our customer communications from the ground up. You’ll own lifecycle, retention, expansion, and engagement initiatives in close collaboration with the CMO, Customer Success and Product teams across markets.

A data-driven, English-fluent communicator with multi-market experience will thrive here. You’ll design programmatic campaigns, measure success, and craft messaging that resonates in

Qualifications

• 3–6 years of experience in customer marketing, CRM, or lifecycle marketing in a B2B SaaS environment.
• Know HubSpot well enough to build the flows yourself (not just brief someone else to do it).
• Strong copywriting background, and write emails people actually open, read, and act on.
• Have worked across multiple markets and understand that 'one size fits all' is not a communications strategy.
• Are comfortable with data: you use it to make decisions, not just reports.
• Write and speak excellent English (mandatory); Swedish, French, Dutch, or Norwegian is a strong plus.

Responsibilities

• Design and run automated onboarding flows that make new customers confident and engaged from day one.
• Build nurture programmes that drive product adoption and reduce churn, proactively, not reactively.
• Own NPS and CSAT measurement across our full customer base, tracking trends by market and segment, and turning insight into action.
• Monitor health signals and reach at-risk customers before they leave.
• Create loyalty and milestone moments that deepen long-term relationships with Caspeco.

Skills

CRM

Lifecycle marketing

Copywriting

Data-driven

HubSpot

English proficiency

Multimarket experience

Tools

HubSpot

Job description

Ready to turn 6,500 happy customers into our most powerful growth engine?

At Caspeco, we’re building the hospitality operating system for Europe. We’re already the market leader across the Nordics, and we’re expanding fast into France and Belgium. Our platform handles everything a restaurant, café, or hotel needs: bookings, POS, payments, scheduling, payroll, all in one place. We have the data, the customers, and the ambition. What we need now is someone to make sure every single one of those customers feels it.

If you love turning customer insight into sharp, data-driven campaigns, and you understand that retention is growth, keep reading.

Why this role matters

Customer Expansion is one of marketing’s four strategic pillars for 2026–2028. The goal: make our existing customer base our biggest commercial asset through lifecycle marketing, upsell, platform adoption, and world-class satisfaction. Right now, that pillar has no dedicated owner.

This role changes that.

You will build and run our customer communications function from the ground up: programmatic campaigns, satisfaction measurement, referral programmes, expansion plays. You won’t be doing this in isolation: you’ll have a close working relationship with the CMO, Customer Success, and Product, and real cross-functional support across markets. Everything that keeps customers growing with us, and brings new ones in through them.

This is not a “write the newsletter” job. This is a commercial role with a customer obsession.

What you’ll lead & own

Customer Lifecycle & Retention

• Design and run automated onboarding flows that make new customers confident and engaged from day one
• Build nurture programmes that drive product adoption and reduce churn, proactively, not reactively
• Own NPS and CSAT measurement across our full customer base, tracking trends by market and segment, and turning insight into action
• Monitor health signals and reach at-risk customers before they leave
• Create loyalty and milestone moments that deepen long-term relationships with Caspeco

Expansion & Upsell

• Design programmatic campaigns that introduce customers to new modules and adjacent products
• Work with Customer Success and Sales to identify expansion opportunities and activate them through communications
• Use HubSpot to segment, automate, and personalise at scale, so campaigns feel 1:1 even when they’re 1:many
• Measure everything. Optimise relentlessly.

Customer Engagement & Community

• Develop content that educates, inspires, and connects: newsletters, product updates, event invitations, and more
• Build and run a structured customer referral programme, identifying the right moments, incentives, and mechanics to turn happy customers into active advocates who bring in new business
• Capture and amplify customer stories, turning real outcomes into social proof across channels
• Gather customer feedback and translate it into communication strategies that actually change things

Copy & Brand Voice

• Write customer-facing copy across email, in-app, and digital channels, with clarity, warmth, and purpose
• Maintain and evolve the Caspeco brand voice across all customer touchpoints
• Collaborate with Product, Customer Success, local market, and sales teams to keep communications consistent and relevant
• Adapt messaging for Nordic, French, and Belgian audiences, understanding cultural nuance without losing brand coherence

You’re probably someone who has worked across the full customer marketing stack: lifecycle flows, CRM, copy, data, and who gets genuinely excited when a campaign moves a number that matters. You think in systems but write like a human. Here’s what we’re looking for:

• Have 3–6 years of experience in customer marketing, CRM, or lifecycle marketing, in a B2B SaaS environment
• Know HubSpot well enough to build the flows yourself (not just brief someone else to do it)
• Have a strong copywriting background, and write emails people actually open, read, and act on
• Have worked across multiple markets and understand that “one size fits all” is not a communications strategy
• Are comfortable with data: you use it to make decisions, not just reports
• Write and speak excellent English (mandatory); Swedish, French, Dutch, or Norwegian is a strong plus

It’s a bonus if you also bring:

• Experience in the hospitality or restaurant tech industry
• Background in a scaling SaaS company
• Experience with in-app messaging tools or customer success platforms
• Knowledge of GDPR and data privacy requirements across EU markets

Who you are as a person

• Customer-first mindset: you genuinely care about the people on the other end of your campaigns
• Commercially sharp: you understand that great communications drive revenue
• A strong writer who can shift from warm and human to concise and direct depending on what the moment calls for
• Structured enough to manage complexity, flexible enough to move fast
• Energised by growth, comfortable in a fast-moving environment where things are still being built

Why you’ll love working with us

• Real ownership of a function that directly impacts ARR. Not a support role, a growth role
• A company in genuine transformation, expanding across Europe with more acquisitions on the way
• A data asset no European competitor can match, and the mandate to use it
• International exposure across Nordic, French, and Belgian markets
• Colleagues who care about doing good work, and who don’t take themselves too seriously while doing it

Ready to make every customer feel the difference?

We’d love to meet you. The position is open and we welcome applications now. We’re taking a short summer break, so you’ll hear from us from mid-August. We promise it’s worth the wait.