When I joined HubSpot, I stepped into a rare position. I had already spent years as a customer, learning how to build systems creatively with the tools I had access to. Then, I joined the company with the responsibility of modernizing a long-standing customer reference system that had served many teams well but was now struggling to meet new expectations, complexity, and scale. Seeing both sides changed how I approached this work. Advocacy is often misunderstood. It can be seen as simple or administrative because so much of its complexity lives behind the scenes. But once you look closely, you […]