Cassie Highsmith

Led strategic community initiatives at HubSpot as Senior Community Manager, March 2025–Present. Prevented over $500K+ in monthly recurring revenue loss by using social listening to identify high-stakes crises in real time and executing public-facing de-escalation strategies that restored brand trust for high-risk enterprise customers. Redesigned the Community Ideas Forum and engineered a direct-routing system for feature requests to Product Managers, ensuring the road map is driven by high-value user insights and UX/UI bug reports. Established a rigorous internal routing system for creator inquiries and partner requests, mirroring escalation requirements of a high-growth social team. Scaled the HubSpot community into a self-sustaining ecosystem; created custom email templates and automated touchpoints to keep contributors engaged and informed on request statuses. Managed daily community interactions with a thoughtful, brand-aligned voice while proactively engaging with influencers an

Managed over 10,000 customer interactions, using written and verbal communication to solve highly strategic and technical goals. Maintained a customer satisfaction rate of at least 95%. Led public-facing public relations for the HubSpot Support Twitter channel, consistently delivering a ~2-hour response SLA for technical and billing inquiries while ensuring 100% brand-aligned resolutions. Served as a content moderator for the Community Forum, offering public-facing insight to customers and maintaining constructive dialogue. Collaborated cross-functionally to capture customer needs and feedback into product and service improvements.

Created and scheduled content across social media platforms. Orchestrated HubSpot-driven email marketing campaigns, achieving a 30% open rate and an 8% click-through rate. Enhanced existing blog posts for SEO and aligned content with target buyer personas to support lead generation.