Principal Software Engineer - Customer Journey at Hubspotjobs

POS-5730 About the Team 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. About the Role 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 tradeoffs 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. 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 Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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. Explore more: • HubSpot Careers • Life at HubSpot on Instagram HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.