Customer Communications Manager

Caspeco AB; Stockholms kommun; Hybrid; SEK 650,000 - 900,000; Full time

Job summary

Caspeco AB in Sweden is recruiting a Customer Expansion lead to own lifecycle marketing across Nordic, French, and Belgian markets. You will design onboarding flows, nurture campaigns, and measure NPS/CSAT to turn insight into action.

You’ll collaborate with Customer Success, Sales, and Product to drive expansions, adopt new modules, and ensure consistent brand voice across channels—email, in-app, and social.

Qualifications

• 3-6 years of experience in customer marketing, CRM, or lifecycle marketing in a B2B SaaS environment.
• Strong copywriting background with emails that drive action.
• Experience using data to inform decisions and measure campaigns.
• Excellent English; other Nordic languages are a plus.

Responsibilities

• Design and run automated onboarding flows that engage customers from day one.
• Build nurture programmes to drive product adoption and reduce churn.
• Own NPS and CSAT measurement across the customer base and translate insights into actions.
• Create loyalty and milestone moments to deepen relationships.
• Design programmatic campaigns for expansion and upsell and collaborate with CS and Sales.
• Use HubSpot to segment, automate, and personalize at scale.
• Develop content for newsletters, product updates, events, and more.
• Build a structured customer referral programme and capture customer stories.
• Translate customer feedback into communication strategies that change things.
• Write customer-facing copy across email, in-app, and digital channels; maintain brand voice.
• Collaborate with Product, CS, local markets and sales to keep communications coherent.
• Adapt messaging for Nordic, French, and Belgian audiences.

Skills

HubSpot

Copywriting

CRM

Lifecycle marketing

Data-driven

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.

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

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

Bonus qualifications

• 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.

Department Marketing Locations Nacka, Uppsala Remote status Hybrid