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 realize it requires nuance, discernment, finesse, and emotional intelligence at every step. My goal was not to replace any of that. It was to create a system that supported it. If you have ever tried to build trust at scale, you likely know firsthand how challenging the work can be. So, consider this a look inside what we rebuilt at HubSpot, how we approached it, and how you can apply the same principles without needing an engineer or a separate platform. And speaking as someone who is very much not an engineer — only a marketer armed with a MacBook and grit — if I can build this, you can too. If there has been one theme throughout this journey, it is that AI is not the threat to fear. Inconsistency is. AI did not remove the human parts of this work. It clarified where they matter most. The Quiet…