Customer Lifecycle Manager

We are looking for a commercially driven Customer Lifecycle Manager to lead lifecycle strategy across the  customer base. This role sits at the intersection of CRM, Product, Pricing, Data, and Growth, and focuses on improving how customers activate, adopt, expand, and renew across our portfolio of products including domains, hosting, website builder, Word Press, and SaaS add-ons. Your mission will be to maximize customer activation, retention, and lifetime value by designing data-driven lifecycle programs across the entire customer journey.

This is a high-impact commercial role with direct influence on revenue growth, customer retention, and product adoption.

group.one is a leading European provider of online presence, cloud hosting, and digital marketing services. Over 2 million customers trust us with their online success. Our global team consists of 1 500+ employees operating from nearly 20 locations across 15 countries, with our headquarters in Sweden. Thanks to the support of our partners Cinven and Ontario Teachers' Pension Plan, we are steadily expanding the group's service portfolio and geographical footprint.

When you join group.one, you become a part of a global network that values collaboration, growth, and excellence. Join us in creating online success stories!

Define Lifecycle Strategy

You will own the lifecycle framework across the entire customer journey and help shape how we engage customers from their first purchase through renewal and expansion.

This includes defining lifecycle stages across products, developing customer segmentation models based on behavior and product usage, and identifying friction points across the journey. You will design targeted lifecycle programs that address the needs of different customer segments and align lifecycle initiatives across markets and product lines.

Improve Activation & Onboarding

A key focus of the role is ensuring that customers quickly reach value after purchase.

You will work closely with Product teams to improve onboarding flows across hosting, domains, website builder, Word Press, and SaaS products. Your goal will be to reduce time-to-value, increase activation rates, and strengthen early engagement signals. This includes implementing lifecycle triggers based on product usage and building programs that guide customers toward successful product adoption.

Drive Retention & Reduce Churn

You will lead initiatives that improve long-term customer retention and proactively address churn risks.

This includes identifying key churn drivers across the lifecycle, developing early warning signals, and implementing retention programs before renewal moments. You will work with Product and Commercial teams to remove structural retention blockers and improve how we communicate product value to customers over time.

Unlock Expansion & Cross-Sell

You will also play a key role in growing revenue from the existing customer base.

This means identifying opportunities to increase attach rates across the portfolio and designing cross-sell programs based on customer behavior, installed products, and lifecycle stage. You will work on improving upgrade paths, product recommendation logic, and in-product messaging to help customers discover the next best product for their needs.

Lifecycle Execution & Optimization

You will be responsible for executing and continuously optimizing lifecycle programs across all customer touchpoints. This includes setting up and managing automated lifecycle journeys such as onboarding, activation, cross-sell, renewal, and retention communications across channels like email, in-product messaging, and control panel notifications.

You will monitor lifecycle campaign performance, run A/B tests on messaging, timing, and offers, and continuously optimize flows based on data insights to improve engagement, conversion, retention, and expansion revenue.

Your impact will be measured across both customer value and commercial performance, including:

• Customer activation rate
• Time-to-value for new customers
• Retention and churn reduction
• Renewal conversion rate
• Expansion revenue from existing customers, Saas Attach rate
• Cross-sell and upsell attach rates
• Customer lifetime value (LTV)
• Lifecycle experimentation velocity and impact

• 5+ years of experience in CRM, lifecycle marketing, growth, or retention strategy
• Experience in subscription, SaaS, or digital product businesses
• Strong analytical mindset with the ability to translate data into actionable lifecycle programs
• Experience designing customer segmentation and lifecycle journeys
• Familiarity with lifecycle tooling such as Hub Spot or similar CRM platforms
• Ability to connect lifecycle initiatives directly to revenue and retention outcomes
• Strong stakeholder management skills across Product, Marketing, Data, and Engineering

• Experience in hosting, domains, SaaS, or subscription platforms
• Experience managing lifecycle programs across multiple markets
• Familiarity with…