Evan Hamilton Email & Phone Number

Cambridge, Massachusetts, Us

Led the Community Team at HubSpot, which focused on amplifying efforts across the entire organization.Scaled Customer Success:- Saved millions in support costs- Drove double digit percentage increases in customer dollar retention and usage- Rebuilt community.hubspot.com into a Success Center, the front door of our digital success- Ran our HubSpot User Groups Program, with hundreds of community-led events hosted across the globe per yearCustomer Marketing & Advocacy:- Rebuilt HubSpot's advocacy program and deployed it to address seismic shifts in the SEO world- Delivered $3 million of influenced MRR in one year through customer proof programs- Built a scaled reference call program to support downmarket efforts- Hosted some of the biggest and most impactful activations at our INBOUND conferenceAcquisition:- Oversaw the launch and growth of 5+ new communities to reach and influence prospects and customers- Drove a +15 point brand perception rating amongst membersManagement:- Managed managers with an overall team of 17+- Drove a employee engagement rate consistently higher than the rest of our org and company

Budapest, Hu

Advising One Small Step on how to build powerful, local communities to help fight climate change.

Portland, Oregon, Us

Advising Radious on how to deliver and scale a high-quality customer experience.

San Francisco, California, Us

I built the team, vision, and strategy to support and nurture hundreds of millions of active users, more than a hundred thousand active communities, and tens of thousands of volunteer moderators.Customer Success:-Shepherded statistically significant experiments that increased community success by 75%, 127%, 175%, and 320%-Ran an experimental program that increased new user retention by 10%-Launched intervention experiment for failed posters, leading to posters 6.5% more likely to post again and 14% more likely to comment-Identified community health indicators and built an alerting system to allow the team to interveneCustomer Engagement & Product Marketing:-Launched and scaled a community advisory council, hosting nearly 50 calls in 2021-Hosted dozens of events a year, including a Moderator Summit-Delivered actionable insights to and led communications on behalf of our product and safety teams-Designed product marketing strategy to ensure customer buy-inEducation & Onboarding:-Launched first-ever moderator training and certification program, driving moderator retention increases -Built out first go-to-market team, helping advise, launch, and measure sentiment for products across every team at Reddit-Launched onboarding program that drove a 6% lift in commenting and posting and a 2% W1 retention lift - one of the most successful retention experiments in the companyCustomer Support:-Drove efficiencies that saved the company +150h/wk and maintained 24h response times-Maintained low response time and high quality scores for multiple yearsTeam Building:-Maintained >90% employee engagement across a 25-person department and 3 teams-Drove dozens of low- and no-code experiments

San Francisco, California, Us

San Francisco, Ca, Us

CMX is the hub of the community industry, producing content, events, and training for community professionals.As Director of Community, I:• Ran two CMX Summit conferences with over 600 attendees total and 72% of attendees rating it better than other conferences they've attended.• Developed a playbook for CMX Summit.• Added new elements to CMX Summit including more structured networking, matchmaking for introverts, lightning talks, and even a marching band.• Improved the networking quality rating by 11%.• Developed a strategic plan for the CMX Series meetups and CMX Summit 2017.

Provided customer experience and community strategy to a number of companies, including Coursera, Nextdoor, and Progressly.

San Francisco, Ca, Us

I managed several teams focused on retaining our customers and increasing their lifetime value. Accomplishments include:• Revamping our customer service team and bringing customer satisfaction from sub-80% to 100%• Increasing LTV of those who interacted with our customer service team by 92%• Increasing online review site ratings from 2 stars to 3.5• Launching an online magazine designed to retain and engage our customer between purchases, which achieved 60% scroll depth and 5 minutes time-on-page• Managing 3 customer service reps and 1 editor

San Francisco, Ca, Us

I managed several teams focused on retaining our customers and increasing their lifetime value. Accomplishments include:• Revamping our customer service team and bringing customer satisfaction from sub-80% to 100%• Increasing LTV of those who interacted with our customer service team by 92%• Increasing online review site ratings from 2 stars to 3.5• Launching an online magazine designed to retain and engage our customer between purchases, which achieved 60% scroll depth and 5 minutes time-on-page• Managing 3 customer service reps and 1 editor

Raleigh, Nc, Us

I led community strategy focused on content, online community, customer feedback, and offline events. Accomplishments include:• Increasing blog traffic by ~400%• Launching 7 monthly meetups across 5 cities• Launching UserConf, the first modern customer service conference• Conducting customer development interviews that were crucial to informing our approach to UserVoice's helpdesk product• Increasing product satisfaction through community efforts• Managing 1 community manager

Raleigh, Nc, Us

I led community strategy focused on content, online community, customer feedback, and offline events. Accomplishments include:• Increasing blog traffic by ~400%• Launching 7 monthly meetups across 5 cities• Launching UserConf, the first modern customer service conference• Conducting customer development interviews that were crucial to informing our approach to UserVoice's helpdesk product• Increasing product satisfaction through community efforts

Menlo Park, Ca, Us

As Flock’s Community Ambassador, I was Flock's first and direct contact with the Flock user and developer community. I did everything from troubleshooting issues to elevating community feedback to the development team to encourage fans to spread the word. At times I managed both the website development team and the QA team. I also did everything in between (including winning the Best One-Man Show award at MacWorld).

Menlo Park, Ca, Us

As Online Networking Specialist for Flock, I split my time between marketing work and the management and design of profiles on various social networking websites. This position evolved into the Community Ambassador position.