Improved subscription management to decrease operational cost

Multiple improvements and experiments that decreased operational cost of handling billing inquiries and increased customer satisfaction through improvements to Account and Billing experience of HubSpot.

Problem and hypothesis

HubSpot customers were raising billing inquiries that specialised billing support team needed to answer. HubSpot pricing and packaging offers flexibility, and at the same time introduces complexity of managing the subscriptions. Customer-first solutions and experience will improve billing inquiry rate and lower operational cost through:
- highlighting upcoming billing and subscription changes,
- displaying auto-renewal terms up-front without modals,
- creating dashboard-like billing Overview, which is personalised to recent events and personas.

Collaboration and my role

I worked with product manager, front-end and back-end engineers on feasible incremental and iterative solutions. I facilitated workshops, proposed solutions, created designs with incremental and iterative releases.

Outcomes for customers and business

Increased findability of Account & Billing features reduced operational costs of handling billing inquiries. Customers were able to self-serve, which improved customer satisfaction. More details about these projects are available on request.