Senior Product Manager II, AI-Powered Customer Engagement

Pos-17855

The Opportunity

AI-powered proactive customer engagement is the future of customer success—using 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, you'll build the AI-driven experiences that transform how 268,000+ customers and millions of end users interact with HubSpot across every touchpoint. You'll 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 priority—enabling AI-assisted self-service through Customer Agent adoption—and greenfield opportunity to redefine AI-powered customer engagement. You'll own a substantial mission with the autonomy to shape not just live chat's roadmap, but Service Hub's entire self-service strategy.

What You'Ll Do:

Define the future of proactive customer engagement
You'll identify the biggest opportunities to transform reactive support into intelligent, anticipatory experiences. Working closely with engineering and UX, you'll 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. You'll design how predictive analytics, behavioral triggers, and real-time personalization work together to guide users toward success—whether they're 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 HubSpot's platform—from initial website interactions to deep in-product experiences. You'll 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. You'll 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. You'll shape how HubSpot's 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 HubSpot's Self-service Product Group approaches the "Scale Support" mission today and the "Drive Retention" focus tomorrow. You'll have significant influence on product direction as the team evolves toward AI-powered, predictive customer success experiences.

What You’Ll 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. You've 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:

You'll join the Self-service Product Group under Service Hub's "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 isn't just feature development—it's AI-powered engagement transformation. You'll 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 HubSpot's 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 you're excited about creating intelligent, predictive experiences that anticipate user needs and want to shape AI engagement strategy for millions of users, we'd love to hear from you.

Cash compensation range: 180200-288400 USD Annually

Pay & Benefits

The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

Annual Cash Compensation Range:$180,200—$288,400 USD

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

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Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About Hubspot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. 

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

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