Principal Software Engineer - Customer Journey

The Customer Journey product line owns the end-to-end experience of how customers get value from HubSpot — from signup to activation to long-term growth. Our mission is simple: make HubSpot work for every customer, instantly from Day 1. We build connected, AI‑powered systems that understand customer context, personalize experiences, and guide users toward the next best action. From onboarding to everboarding, we focus on helping customers achieve value faster and continuously over time. The products and platforms we build define the core experience of HubSpot and are used by millions of customers every day.

We’re looking for a Principal Software Engineer to help define and build the future of the Customer Journey at HubSpot. This is a deeply hands‑on role focused on building intelligent, scalable systems that power onboarding, activation, and long‑term customer success. You’ll shape the architecture behind our Everboarding engine — a system that consumes millions of signals to predict next best actions, power surfaces like Global Home, and drive smarter growth and upgrade experiences. Customer Journey defines how every customer experiences HubSpot. The systems you build will determine how quickly customers find value, how effectively they grow, and how intelligently the product adapts to their needs. As a Principal Engineer, you’ll go beyond execution — you’ll define direction, turn ambiguity into simple, scalable systems, and shape the core experience of HubSpot for millions of users.

Key Expectations

• Build Intelligent, AI‑powered Customer Experiences – Design and ship systems that personalize the customer journey using real‑time signals and predictions. Help evolve the Activate and Everboarding engines to drive next‑best actions, onboarding flows, and growth opportunities.
• Own platform‑level architecture – Shape the technical direction across onboarding, activation, and engagement systems. Define reusable patterns for personalization, decisioning, experimentation, and orchestration at scale.
• Be a hands‑on, high‑leverage builder – Write production code and lead complex initiatives end‑to‑end. Take ideas from early prototypes to systems used by millions of customers.
• Drive simplicity in complex systems – Create clear, consistent models across lifecycle stages, onboarding states, and signals. Reduce fragmentation and make the experience intuitive across the platform.
• Partner across product and engineering – Work closely with product leaders to shape strategy and make thoughtful trade‑offs between speed, accuracy, and long‑term platform health.
• Raise the bar across the org – Mentor senior engineers, lead design reviews, and influence technical decisions across teams. Act as a multiplier who improves how teams build and ship.

What You Bring

• Proven experience building and scaling distributed systems used by millions of users.
• Strong architectural instincts with a bias toward quick iteration, simplicity, clarity, and extensibility.
• Experience applying ML or GenAI in real products, with a healthy skepticism for “magic” and a bias toward trust and control.
• A track record of owning and delivering large, and complex cross‑team initiatives.
• Comfort operating in ambiguity and turning it into clear plans and working systems.
• A hands‑on mindset – you lead by building, not just by guiding.
• Strong product intuition and a focus on delivering real customer value.