The Role
SmartBug Media is the most decorated HubSpot agency, recognized as a leader in crafting digital solutions that empower organizations to thrive across the entire customer lifecycle. From marketing and sales to revenue operations, customer success, and e-commerce, we combine sound strategies, cutting-edge AI, and digital innovation to deliver solutions that de-risk the future and drive sustainable growth.
With a fully remote team of over 250 professionals, we excel at creating intelligent web and digital ecosystems—from corporate websites to complex web applications—seamlessly integrated with AI-powered solutions. By aligning SmartBug's expertise with our clients' unique business realities, we build scalable, innovative tools that become engines for growth, setting the course for long-term success.
Job Summary:
The CRM Strategist will report to the Sr. Director, Client Operations and is responsible for leading large-scale HubSpot implementation projects and delivering strategic, high-impact CRM solutions for our clients. You will leverage your deep expertise in HubSpot to design, configure, and optimize platforms that enhance the full customer lifecycle, spanning marketing, sales, customer success, and operations. You are the face of SmartBug and the first impression of the company to our customers, you should be adept at building relationships and trust with senior-level clients.
To succeed in this role, you must be an engaged professional with unwavering requirements for providing an incredible customer experience, including strong client communication and impactful client results.
As an CRM Strategist, you will be measured on delivering the following:
Client satisfaction (results, retention, awards, reviews, referenceable clients)
Customer growth and profitability
Client effective billing rates (EBRs)
Out-of-scope revenue attainment
Setting and achieving SMART client goals
Timely strategy delivery
Individual utilization rates that meet company goals
Key Responsibilities:
- Client Success:
- Lead large-scale HubSpot implementation projects for clients, ensuring alignment with strategic and tactical business goals.
- Address client feedback and concerns promptly
- Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference
- Deliver consistent, world-class quality across all customer lifecycle strategies and implementations (marketing, sales, customer success, operations)
- Have a strong understanding of strategic opportunities to expand project scope; identify and recommend additional and complementary services to help meet client needs and goals; provide scoping, quotes and direction for implementation
- Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ strategies remain cutting-edge and effective
- HubSpot Onboarding and Configuration
- Translate client and internal strategies into comprehensive HubSpot solutions that support marketing, sales, customer success, and operational workflows.
- Provide intermediate to advanced configuration of HubSpot Marketing Hub, Sales Hub, Service Hub, Content Hub, Data Hub, and HubSpot AI.
- Ability to understand and map business processes, including but not limited to: Analysis of current processes (current state), definition and creation of future state, and recommend structural improvements.
- Develop and generate comprehensive HubSpot reports to track and communicate client goal progress as it relates to their HubSpot instance
- Understanding of various tech stacks and how to integrate with HubSpot via native, third-party, or custom integrations (note you will not be responsible for custom integration strategy nor execution)
- Ensure HubSpot configuration meets client meets—demonstrating ROI for your clients should be your North Star
- Ensure accurate and clean data within HubSpot by implementing data governance best practices
- Provide training to the client and internal team on how to use their customized HubSpot instance effectively
- Offer ongoing support and troubleshooting assistance for clients
- Leadership:
- Guide and mentor CRM Specialists and support Marketing Strategists on complex projects.
- Collaborate cross-functionally to align CRM solutions with broader business objectives.
- Champion knowledge sharing and process optimization within the team.
- Delivery Process:
- Monitor and manage project budgets and scope
- Track and meet effective billing rate (EBR) goals
- Work with internal SmartBug team to ensure quality work is delivered to clients
- Ensure you create and follow processes that result in differentiated client results and quality
- HubSpot Training Certification:
- Obtain your HubSpot Trainer Certification and help onboard clients to the platform
- SmartBug Sales and Marketing Support:
- Collaborate with the SmartBug sales team to develop tailored strategies to prospects
- Assist SmartBug sales reps in delivering recommendations during sales calls
- Participate in the company's content, thought leadership, and organic social programs
Requirements:
- Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
- Minimum of 5 years of experience building solutions within the HubSpot platform.
- Proven experience with HubSpot software suite and a deep understanding of the HubSpot ecosystem.
- Understanding of other technologies which our customers may use when arriving in the HubSpot ecosystem.
- Strong interpersonal skills.
- Demonstrated ability to ensure high client satisfaction without sacrificing client goals and adhering to SmartBug values.
- Exceptional communication and presentation skills.
- High level of organization, attention to detail, and the ability to manage multiple priorities.
- Strong problem-solving capabilities and the ability to navigate complex challenges.
- High level of integrity, work ethic, and professionalism.
- Passion for client success and a commitment to delivering outstanding results.
- Experience working remotely in similar roles is strongly preferred.
- HubSpot essential certifications.
- HubSpot Trainer Certification, HubSpot Marketing Software, Sales Software, Service Hub and Revenue Operations Certifications.
What We Offer:
- Health insurance with company contribution
- Paid maternity and paternity leave
- Paid vacation
- Paid time off
- Winter Closure from December 25th, 2025 to January 1st, 2026.
- 4-week paid sabbatical every 5 years of employment
- Monthly remote work allowance
- 401(k) with employer matching
- Flexible spending plan
- Company-funded short-term disability and life insurance
- Long-term disability
- Training budget
- The flexibility of working remotely
- MacBook Air issued to you at time of hire
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The Company
What We Do
All Systems, Grow. Get the most out of your full customer lifecycle with SmartBug Media, a full service digital agency creating resilient growth in every phase to deliver predictable growth for your organization. We Know Where You Grow from Here. We empower you to leverage the tools you're already using while introducing you to cutting-edge revenue and predictable revenue-generating strategies. Backed by deep technical expertise, SmartBug is ready to skyrocket your company. Unmatched Expertise, Uncompromising Quality. We don't throw around the word “expert” lightly. Our team is composed of industry veterans who've honed their technical and strategic skills from top-tier universities and globally-renowned brands. With us, you collaborate with experienced professionals unmatched anywhere else. For over 15 years, we've not only mastered HubSpot, earning Partner of the Year twice and Elite Solutions Partner status. We have also established ourselves as a Klaviyo Master Elite partner, Google Premier partner, and proud Shopify partner. But we aren't about titles—it's our proven success, reflected in 500+ 5-star reviews, that speaks for our commitment to success. Now is the time to grow with SmartBug.
