Senior Product Manager II, AI-Powered Customer Engagement

POS-17855

The Opportunity

AI-powered proactive customer engagement is the future of customer successusing predictive analytics behavioral triggers and conversational AI to anticipate needs surface solutions and create value before customers even realize they need help.

As Senior Product Manager II for Proactive Engagement youll build the AI-driven experiences that transform how 268000 customers and millions of end users interact with HubSpot across every touchpoint. Youll drive the strategic evolution from reactive support tools into intelligent contextual engagement that leverages AI to guide users to success at exactly the right moment.

This role sits at the intersection of clear strategic priorityenabling AI-assisted self-service through Customer Agent adoptionand greenfield opportunity to redefine AI-powered customer engagement. Youll own a substantial mission with the autonomy to shape not just live chats roadmap but Service Hubs entire self-service strategy.

What Youll Do:

Define the future of proactive customer engagement
Youll identify the biggest opportunities to transform reactive support into intelligent anticipatory experiences. Working closely with engineering and UX youll define problems worth solving and guide technical teams toward AI-powered solutions that engage users at precisely the right moments across websites in-app and beyond.

Build intelligent multi-modal engagement experiences
Create cohesive AI-driven experiences that span chat in-app tours contextual help and various media types. Youll design how predictive analytics behavioral triggers and real-time personalization work together to guide users toward successwhether theyre discovering features troubleshooting issues or exploring advanced capabilities.

Shape AI-powered engagement strategy across multiple surfaces
Your solutions will leverage contextual AI and intelligent orchestration to work seamlessly across HubSpots platformfrom initial website interactions to deep in-product experiences. Youll define how proactive engagement evolves as users journey from prospects to power users using predictive intent recognition and behavioral analysis.

Drive Customer Agent adoption through intelligent engagement pathways
Create natural AI-powered pathways that introduce users to Customer Agent capabilities through contextual value-driven experiences. Youll design smart handoffs between proactive engagement and AI-assisted self-service ensuring the transition feels organic and valuable rather than forced.

Pioneer conversational AI and autonomous engagement
Build experiences where AI agents can proactively reach out with personalized solutions execute tasks autonomously and continuously learn from user interactions. Youll shape how HubSpots engagement tools evolve from reactive chat to predictive conversational experiences that anticipate and solve customer needs.

Influence AI-powered self-service strategy across Service Hub
Your work directly impacts how HubSpots Self-service Product Group approaches the Scale Support mission today and the Drive Retention focus tomorrow. Youll have significant influence on product direction as the team evolves toward AI-powered predictive customer success experiences.

What Youll Bring:

Extensive product management experience with a track record of owning complex high-usage products. You understand how to balance strategic vision with tactical execution especially in AI-powered customer experiences.

Deep customer empathy and AI product intuition with the ability to translate user pain points into intelligent predictive product opportunities. Youve built AI-powered features that customers genuinely love and that learn from user behavior.

Experience with AI-powered engagement platforms and predictive systems preferred. You understand how conversational AI behavioral triggers predictive analytics and multi-modal experiences work together to create cohesive intelligent user journeys.

Systems thinking and the ability to see connections across touchpoints user journeys and AI capabilities. You can design experiences that feel seamless whether users start on the website in-app or through different AI-powered interaction modalities.

Comfort with AI product development and emerging technologies. This role has strategic clarity around AI-powered engagement but plenty of room to shape how predictive analytics conversational AI and autonomous agents create value. You thrive when given space to innovate with cutting-edge AI capabilities.

Why This Role Matters:

Youll join the Self-service Product Group under Service Hubs Scale Support mission working alongside talented PMs engineers and designers who are reimagining AI-powered customer engagement across knowledge base customer portal and intelligent interaction experiences.

This isnt just feature developmentits AI-powered engagement transformation. Youll have the rare opportunity to build the foundation for how businesses use predictive AI and conversational agents to proactively guide their customers to success. Your work will directly influence how HubSpots platform enables companies to scale customer success operations through intelligent anticipatory experiences.

The role offers a clear path to expand your influence: start by defining AI-powered proactive engagement strategy then help shape self-service experiences across Service Hub as AI capabilities mature and the team grows.

Ready to Build the Future of AI-Powered Customer Engagement

If youre excited about creating intelligent predictive experiences that anticipate user needs and want to shape AI engagement strategy for millions of users wed love to hear from you.

Cash compensation range: 00 USD Annually