Community Program Manager

Location: Remote - USA

Department: Customer Support

About the Role

At HubSpot, we're more than just a CRM platform—we're transforming the way businesses grow through inbound marketing and the flywheel model. As a Community Program Manager in our Customer Support team, you'll play a pivotal role in building thriving communities that empower our 200,000+ customers to maximize their success with HubSpot. You'll create programs that drive engagement, foster advocacy, and turn users into raving fans, all while embodying our HEART culture of humility, empathy, adaptability, remarkability, and transparency. This is your chance to scale community impact in a high-growth environment where innovation meets customer obsession. Your day-to-day will involve strategizing community initiatives tied to HubSpot's CRM, Service Hub, and Marketing Hub, from hosting AMAs with product leaders to curating user success stories that highlight inbound triumphs. You'll collaborate closely with support agents, marketers, and product managers to surface insights, resolve escalations through peer support, and measure impact via engagement metrics. Expect to leverage tools like the HubSpot Community platform, analytics dashboards, and social channels to grow participation and deliver remarkable experiences that fuel our flywheel. We're looking for a passionate builder who thrives in ambiguity, loves data-driven decisions, and has a knack for creating genuine connections. If you have experience nurturing SaaS communities and a deep affinity for inbound principles, join us to help HubSpot customers not just use our tools, but master growth. This role offers boundless opportunities in our vibrant, remote-first culture, complete with INBOUND perks and a team that's as invested in your development as you are in ours.

Key Responsibilities

• Develop and execute community programs that align with HubSpot's inbound marketing and flywheel growth strategies
• Build and manage vibrant online communities for HubSpot customers, partners, and advocates using platforms like the HubSpot Community
• Collaborate with Customer Support, Marketing, and Product teams to identify community needs and opportunities
• Drive engagement through content creation, events, AMAs, and user-generated initiatives tied to CRM best practices
• Monitor community health metrics, analyze engagement data, and report on KPIs to leadership
• Foster customer advocacy by identifying top users and amplifying their success stories across HubSpot channels
• Support customer support escalations by leveraging community resources and peer-to-peer knowledge sharing
• Organize virtual and in-person events, such as INBOUND community tracks or local meetups
• Scale community programs to support HubSpot's global customer base and growth objectives
• Stay ahead of trends in community building, CRM innovations, and inbound tactics to keep programs cutting-edge
• Ensure all community interactions embody HubSpot's HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent)

Required Qualifications

• Bachelor's degree in Marketing, Communications, Business, or a related field
• 3+ years of experience in community management, program management, or customer success roles
• Proven track record of building and nurturing online communities, preferably in SaaS or tech environments
• Strong understanding of CRM systems, inbound marketing principles, and customer engagement strategies
• Excellent communication and interpersonal skills with the ability to collaborate across teams
• Experience with community platforms, analytics tools, and social media management
• Ability to thrive in a fast-paced, growth-oriented culture with a focus on innovation and customer-centricity
• Demonstrated success in driving community growth and engagement metrics

Preferred Qualifications

• Experience working with HubSpot's CRM, Marketing Hub, or Service Hub
• Familiarity with inbound methodology and flywheel growth model
• Previous role in a customer support or community team at a high-growth SaaS company
• Certification in community management (e.g., CMX or FeverBee)
• Proficiency in data analysis tools like Google Analytics or HubSpot reporting
• Background in event planning or virtual community events

Required Skills

• Community management and engagement
• Program and project management
• CRM expertise (HubSpot preferred)
• Inbound marketing knowledge
• Data analysis and KPI tracking
• Content creation and storytelling
• Event planning and execution
• Social media and platform proficiency
• Customer support and success orientation
• Cross-functional collaboration
• Analytical thinking
• Adaptability in fast-paced environments
• Empathy and relationship building
• Public speaking and facilitation
• SEO and growth hacking basics
• Virtual collaboration tools (Slack, Zoom)

Benefits

• Competitive salary and equity in a publicly traded company
• Comprehensive health, dental, and vision insurance with 100% premium coverage for employees
• Unlimited PTO and flexible work-from-anywhere policy
• Professional development stipend and access to HubSpot Academy certifications
• Home office setup allowance and wellness reimbursement
• Parental leave (16 weeks fully paid) and family-forming benefits
• Quarterly stipends for learning, fitness, and volunteerism
• All-hands INBOUND conference attendance and team offsites
• 401(k) matching and employee stock purchase plan

HubSpot is an equal opportunity employer.