HubSpot’s culture is solving for the customer. As we scale our customer base and expand our product offerings, we’re building a Customer Insights team. You will help create better experiences by ensuring customers’ voices are heard and shared. As the leader on our Customer Insights team, you’ll work across the company collecting and researching customer experience data, facilitating knowledge sharing among key stakeholders, and presenting recommendations to our teams.

Key Job Responsibilities

• Analyze, model, and report customer NPS data to stakeholders at every level
• Leverage other sources of customer feedback to strengthen or supplement NPS insights
• Segment the user population according to usage patterns and look for opportunities to improve their experience
• Map the customer journey based on data. Identify where people sit on the customer journey and what they are doing
• Facilitate consumption of pertinent customer feedback across key points of the customer journey
• Influence leadership to prioritize initiatives to improve the customer experience
• Partner across product, services, support and business enablement teams to develop programs that bring critical customer insights to the forefront
• Drive decision-making throughout the company by sharing actionable data and digestible feedback via high-visibility channels
• Leverage customer data and feedback trends to assist in development of KPIs that help increase customer value, retention, and cross-sell opportunities
• Build and maintain a customer advisory group to provide the product organization with input on key strategic initiatives
• Assist in organizing voice-of-customer programming: listening sessions, customer visits, and feedback roundtables

Qualifications

• Strong quantitative and qualitative analytical skills, excellent attention to detail and good business judgment
• Experience analyzing large, complex data sets
• Experience creating compelling narratives and stories with data
• Deep, intuitive knowledge gained from working at high-growth organizations
• Familiarity with customer experience tools used for surveying, analyzing, and modeling customer feedback and data
• Proven success influencing stakeholders to take action based on data provided
• 3+ years experience in customer-facing and customer-focused roles at a software technology or SaaS company

HubSpot is the world’s leading inbound marketing and sales platform. Over 30,000 customers in more than 90 countries use HubSpot’s software, services, and support to transform the way they attract, engage, and delight customers. A global company with offices in Cambridge, MA, Portsmouth, NH, Dublin, Ireland; Sydney, Australia; Singapore, and Tokyo, Japan HubSpot transforms how organizations market and sell. Through its unique approach to company culture, HubSpot has also redefined how people work and live. Our commitment to autonomy, flexibility, and transparency prompted the creation of our Culture Code, which has gone viral, amassing more than 3M views. Ensuring that our customers and employees are continually growing and learning has helped make HubSpot a best place to work in the eyes of Glassdoor, Fortune, Entrepreneur, Inc. The Boston Globe, and the Boston Business Journal.

If you are looking for a place where you’ll tackle big problems alongside some of the most talented and dynamic people you’ve ever worked with, HubSpot might just be the place for you. Join us! #inboundjobs