CRM Strategist

CRM Strategist

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 ecosystemsfrom corporate websites to complex web applicationsseamlessly 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.

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 :

• 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 directoryyour 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 meetsdemonstrating 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 :

What We Offer :

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.