Senior Community Manager

POS-30508

The HubSpot Community Team’s mission is to provide a vibrant community where all HubSpot users go to get help, share knowledge and connect with the people and businesses around the world who are growing better with HubSpot.

The Community Manager is responsible for developing, implementing, and managing community programs to foster an active and engaged community. You’ll work closely with other Community Managers and our broader community to help maintain and scale our network of experts. This role will entail supporting and potentially leading some community programs. Bonus: the team is incredibly collaborative, ego-less, and we have a GSD mindset. 

Success in this role will result in maintaining a valuable, timely, and consistent Community experience for our users, with an emphasis on strategic community growth. This individual will play a key role in helping the team move the needle on all of our community’s key performance metrics and will take on new work as we scale and continue to increase case deflections and self-service for the business, while nurturing and growing our experts program.

In this role, you’ll get to:

• Complete daily moderation efforts on a variety of communities on a daily basis (no day is the same!) while maintaining excellence for our customers.
• Day-to-day responsibilities include moderation, support, content updates and management, program and project support, reporting and auditing community performance
• Integrate and utilize AI tools and technologies to enhance community engagement, support, and management 
• Partner with various stakeholders across the business to achieve project outcomes
• Identification and nurturing of external subject matter experts in the HubSpot network who can effectively share their knowledge and respond to specific questions, and ultimately support in growing our Champions program.
• Own escalations that cannot be supported in the community e.g. host-only tasks, service frustrations and product errors.
• Drive progress on initiatives of varying scale and impact, including managing elements like communication, stakeholders, and enrollment.
• Provide recommendations for continuous improvement.

We are looking for people who:

• Are driven to quickly develop any skills necessary, both technical and non-technical, to problem-solve issues with the HubSpot product, processes, or services.
• Can build and maintain relationships, manage expectations and identify roadblocks that require escalation and dealing with product/service feedback.
• Have excellent communication skills, both written and verbal, and the ability to be proactive and think ahead
• Demonstrate leadership qualities and a self-starter mentality, proactively aligning community programs with key business objectives.
• Excel in change management, leveraging strong organizational skills to execute complex initiatives and guide stakeholders through new processes and priorities.
• Are driven by curiosity and an affinity for problem-solving and can always find ways to add new value.
• Are resourceful and excel in working cross-functionally with other teams across different offices as needed.
• Adapt quickly to changing priorities and excellent at time management, organization, and the ability to focus on multiple things, while consistently meeting deadlines.
• Solution-focused and comfortable with ambiguity
• Want to learn - community management skills can be learned - a good attitude, work ethic, proactive nature, attention to detail, and growth mindset are far more important.
• Are humble, adaptable, easy-going, team-players, GSD-mindset, SFTC, and creative.