SmartBug Media

Solutions Engineer

• Develop and execute a customer success strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star
• 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 success strategies and implementations
• Have a strong understanding of strategic opportunities to expand retainer scope and present ideas to Marketing and CRM teams as well as internal teams
• Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ customer success strategies remain cutting-edge and effective
• Gather and relay customer feedback to the client’s product development team to drive product improvements
• Monitor customer satisfaction and implement retention strategies
• Identify satisfied customers who can serve as advocates for the client through case studies, testimonials, or referrals
• Optimize client’s Service Hub instances as well as execute the strategy in HubSpot
• Work with creatives to create and curate customer collateral, presentations, and other content pieces to support your clients’ customer base

Customer Solutions Architect

SEO Marketing

• Build SEO services and best practices, including keyword research, website SEO audits, implementing Schema, link building, SEO analytics, and implementation of all on-page and off-page SEO activities
• Conduct SEO audits of client website performance
• Map content strategies to the buyer journey, identifying gaps and prioritizing high-impact topics for organic acquisition.
• Develop detailed SEO content briefs, including semantic clusters, recommended structure (Hn), internal linking, and on-page optimizations.
• Build analytics reports on keyword and site rankings, site domain performance, backlinks, on-page performance, and organic traffic trends
• Diagnose and resolve organic traffic and SEO issues
• Set up proper performance tracking on-site domains
• Implement Google Search Console and Google Analytics
• Inform client services and web team of algorithm updates and SEO news
• Advise on best practices around domain, sub-domains, and site architecture
• Provide expertise as needed for complex SEO problems/opportunities
• Other responsibilities as assigned.

Freelance SEO/AEO Strategist

Account Manager

• Retention & Health Ownership: Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics. Develop proactive "Early Warning Systems" to identify and pivot accounts at risk.
• HubSpot Partnership Stewardship: Own the executive-level relationship with the HubSpot partner ecosystem to maximize the use of HubSpot resources.
• Relationship Stickiness: Design frameworks that move AMs from "order takers" to "strategic partners," ensuring we are embedded in the client’s long-term business roadmap.
• LTV Optimization: Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery.
• Account Planning & Quarterly Business Reviews (QBRs): Standardize and oversee the QBR process across the AM team. Ensure that every QBR translates technical milestones into business ROI that resonates with a client’s C-suite.
• Commercial Growth: Own the "Expansion" portion of Net Revenue Retention. Partner with Sales and Strategy to identify whitespace within the existing portfolio.
• Commercial & Scope Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (EBR) across the client portfolio.
• Team Architecture: Oversee the entire Account Management vertical. Recruit, mentor, and scale a team capable of managing complex, high-touch relationships.
• The "SmartBug Way" Standardization: Define and refine the Client Journey Map from handoff to renewal.
• Performance Metrics: Define and track KPIs beyond just revenue—focusing on NPS/CSAT, client health scores, and referral rates.
• The "Golden Triangle": Work in lockstep with the VP of Strategy and the PMO/Delivery Leaders.
• High-Level Resource Advocacy: Act as the primary advocate for the client portfolio during internal resource allocation and capacity planning sessions.
• Feedback Loops: Act as the "Voice of the Client" internally.
• CRM Mastery: Use HubSpot as the single source of truth.
• Data-Driven Decisions: Use HubSpot data to forecast churn risks and identify "expansion-ready" accounts.
• AI Adoption: Champion internal AI fluency to streamline client communication and reporting.

AVP, Client Account Management

Program Manager

• Lead multi-workstream programs spanning multiple Lines of Business
• Align project plans across LOBs to ensure sequencing and dependency management
• Establish unified program timelines and milestones
• Ensure cohesive execution across all participating teams
• Translate strategic initiatives into coordinated execution plans
• Partner with AMs, PMs, Directors and functional leaders to align priorities
• Ensure programs remain aligned to intended business outcomes
• Identify cross-functional dependencies and mitigate conflicts
• Proactively manage risks that impact multiple teams or clients
• Escalate systemic or enterprise-level risks to Director, PMO and executive leadership
• Establish program-level reporting and dashboards
• Provide executive-ready updates on program health
• Ensure standard PMO processes are applied consistently across workstreams
• Partner with WFM and LOB PM Managers to ensure resource plans support program milestones
• Flag capacity constraints that may impact cross-LOB execution
• Support prioritization decisions when conflicts arise
• Facilitate alignment across Strategy, Client Ops, PM and functional leadership
• Lead cross-functional program meetings
• Ensure clarity in roles, decision-making authority, and accountability across participating teams