CRM Strategist

About the role

The CRM Strategist reports to the Sr. Director, Strategy and is the primary architect responsible for leading high-complexity HubSpot implementations. This is a highly technical role focused on the intersection of Revenue Operations (RevOps), HubSpot systems architecture, and native integrations. 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 commitment to providing an incredible customer experience, including strong client communication and impactful client results. You will translate complex business requirements into scalable technical workflows and native integrations that drive measurable revenue growth.

As a 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

What you'll do

Client Success

• Lead large-scale, high-complexity HubSpot implementation projects, ensuring alignment with strategic and tactical business goals.
• Identify and recommend complementary services to expand scope; provide scoping, quotes, and direction for implementation. 
• Stay informed on industry trends and HubSpot’s competitive position to keep client strategies cutting-edge.

HubSpot Implementation & Configuration

• Translate client and internal strategies into comprehensive HubSpot solutions supporting 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.
• Own the strategy and configuration of native HubSpot integrations (e.g., Salesforce, Microsoft Dynamics, NetSuite) with expertise in sync rules, field mapping, and conflict resolution. 
• Revenue Engine Optimization: Design and implement data schema, custom objects, and property mapping aligned to the client’s RevOps strategy. 
• Build and optimize revenue engine components including lead scoring, advanced attribution, and automated marketing-to-sales-to-service hand-off sequences. Build complex RevOps dashboards that demonstrate clear ROI to stakeholders. 
• Data Governance: Implement data governance best practices including deduplication logic and hygiene standards to maintain HubSpot as a reliable single source of truth. 
• Provide training to clients and internal teams on how to use their customized HubSpot instance effectively; offer ongoing support and troubleshooting assistance. 
• Obtain your HubSpot Trainer Certification and help onboard clients to the platform. 
• Configure HubSpot instances from the ground up, including custom objects, property mapping, and data schema aligned to client specifications 
• Translate business requirements into scalable HubSpot configurations that support the full customer lifecycle 
• Business Process Mapping: Conduct technical discovery to map "Current State" vs. "Future State" processes, identifying technical bottlenecks in the revenue funnel.

Informal 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 the internal SmartBug team to ensure quality work is delivered to clients.
• Create and follow processes that result in differentiated client results and quality.

Required Qualifications

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field. 
• Technical Experience: Minimum 5 years of experience building complex solutions within the HubSpot platform. 
• Proven experience with the HubSpot software suite and a deep understanding of the HubSpot ecosystem. 
• RevOps Expertise: Proven ability to design systems around revenue-driving processes (lead-to-cash, forecasting, and attribution). 
• Integration Fluency: Deep understanding of how HubSpot integrates natively with external tech stacks and the ability to manage complex data syncs. 
• Understanding of complementary technologies clients may use within the HubSpot ecosystem. 
• Analytical Skills: Strong ability to navigate complex business challenges and translate them into automated technical solutions. 
• Exceptional communication, presentation, and interpersonal skills. 
• High level of organization, attention to detail, and ability to manage multiple priorities.
• Demonstrated ability to ensure high client satisfaction while adhering to SmartBug values. 
• High level of integrity, work ethic, and professionalism; passion for client success.
• Experience working remotely in a similar role strongly preferred. 
• HubSpot Trainer Certification: HubSpot Marketing Software, Sales Software, Service Hub, and Revenue Operations Certifications.

Preferred Qualifications

• Bachelor's Degree in Marketing, Business, Information Systems, or a related field.
• Additional HubSpot certifications (e.g., HubSpot Solutions Architect, Revenue Operations, or Marketing Hub Implementation).
• Experience working within a HubSpot Partner agency environment.
• Familiarity with CRM migration projects, including data mapping and clean data transfer from legacy systems.
• Exposure to complementary RevOps tools such as Gong, Outreach, Zapier, or data enrichment platforms like Clearbit or ZoomInfo.
• Experience with project management methodologies and tools (e.g., Agile, Scrum, or platforms like Teamwork or Asana).
• Ability to create technical documentation including SOPs, data dictionaries, and system architecture diagrams.