Cassie Highsmith

Senior Community Manager at HubSpot

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

Senior Customer Support Specialist at HubSpot

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.

Marketing Intern at BlueGrace Logistics

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.

Social Media Marketing Intern at Lily Anna’s Bridal Boutique

Website creation, design, and ongoing management. Increased sales by 15% within a quarter through strategic utilization of social media platforms.