Set up and manage the customer success workspace

The customer success workspace is a central location in your HubSpot account designed to help Customer Success Managers (CSMs) stay organized. By configuring its settings, you can tailor the workspace to include only the most relevant information for your team. In this article, learn how to set up the workspace, create team-specific workspaces, and configure Customers, Projects and Revenue settings.

You can also set up health scores to track trends and risks by grading customers based on a score tailored to your business's priorities. Learn more about customizing a health score in the customer success workspace.

Set up customer success objects

Configure the objects that represent your customer accounts, projects, and the objects you use to track revenue.

1. In your HubSpot account, navigate to Service > Customer Success.
2. In the top right, click the settings settings icon.
3. Click the Customers dropdown menu and select Contacts, Companies, or, if you have custom objects created (Enterprise only), Custom Objects. This will be the object used to represent your customer accounts.
4. Click the Projects dropdown menu and select Projects or Custom Objects. The objects you can select to represent Projects may vary depending on your account creation date.
5. Click the Revenue dropdown menu and select up to two objects to represent your revenue offerings. You can select deals or custom objects. 
6. At the bottom, click Save.

Learn more about using the projects object.

Set up the customer success workspace

After configuring customer success objects, you can then set up and manage your customer success workspace settings for Customers, Projects, and Revenue. You can edit the primary customer success workspace or, create dedicated workspaces for each team with customized views for each tab.

Create a team workspace

If your customer success organization includes multiple specialized teams, you can create dedicated workspaces for each team.

Please note: you can create up to 5 workspaces. Each team can only be assigned to one workspace, but a single workspace can include multiple teams.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Customer Success.

3. Navigate to the Workspaces tab.
4. Click Create workspace.
5. In the dialog box:
   • Enter a workspace name and description.
   • Click the teams dropdown menu and select the teams who will be using the workspace. Only users whose primary team is selected will be able to view the workspace.
   • Click Create workspace.
     
     
6. On the General settings page, continue setting up the workspace.

Configure customer success workspace settings

In the following sections, learn how to edit general customer success workspace settings, as well as settings for Customers, Projects and Revenue.

Access workspace settings

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Customer Success.

3. Navigate to the Workspaces tab.
4. Hover over the workspace and click Edit.
   
   

Configure general settings

1. Navigate to workspace settings.
2. On the General tab, edit your workspace name and description.
3. To add teams to the workspace, click the Teams dropdown menu and select a team.
4. To remove a team, click the X next to the team's name in the Teams dropdown menu.
   
   
5. In the bottom left, click Save.

Configure customer settings

1. Navigate to workspace settings.
2. Click the Customers tab.
3. Click the dropdown menu to select the HubSpot user property you use to represent CSM assignment. The available properties will depend on the object you chose to represent your accounts
4. You can also pick a date property you use to represent your customer renewal date. The available properties will depend on the object you chose to represent your accounts.
5. In the bottom left, click Save.

Configure project settings

1. Navigate to workspace settings.
2. Click the Projects tab.
3. To set up the projects object, click Activate the Projects object. Learn more about the projects object.
4. By default, the Projects tab will be shown to all teams in the customer success workspace. To remove this tab from the workspace, toggle the Show the Projects tab switch off.
   
5. If you’ve chosen to show the Projects tab, you can edit its configuration based on your teams needs:
   • Click the dropdown menu and select the HubSpot user property you use to represent project ownership.
   • You can optionally pick a date property you use to represent your projects renewal or end date.
   • Click the dropdown menu to select pipelines.
6. To configure advanced settings, toggle the Advanced settings switch on. 
   • Click the Choose the default project object that your team sees first:* dropdown menu and select Projects or Services. 
   • Select a default pipeline and a default page layout.
7. In the bottom left, click Save.

Configure revenue settings

1. Navigate to workspace settings.
2. Click the Revenue tab. 
3. By default, the Revenue tab will be shown to all teams in the customer success workspace. To remove the revenue tab from the teams workspace, toggle the Show the Revenue tab switch off.
4. Click the dropdown menu to select the HubSpot user property you use to represent CSM assignment. The available properties will depend on the object you chose to represent your revenue object.
5. You can optionally pick a date property you use to represent your revenue object’s renewal date or end date. The available properties will depend on the object you chose to represent your projects.
6. Click the dropdown menu to select pipelines. These pipelines will be visible to your team in the Revenue tab.
7. In the Default settings section, you can configure your default pipeline selection and choose a default page layout.
8. In the bottom left, click Save.

9. To configure advanced settings, toggle the Advanced settings switch on: 
   • Click the Choose the default revenue object that your team sees first:* dropdown menu and select Deals or Custom Objects. 
   • Select a default pipeline and a default page layout.
10. In the bottom left, click Save.

Add or remove dashboards to the customer success workspace 

You can add up to five dashboards to the customer success workspace. 

1. Navigate to workspace settings.
2. Click the Dashboards tab. 
3. To add a dashboard:
   • Click Add dashboard. 
   • In the right panel, click the Select a dashboard dropdown menu and select a dashboard. 
   • Click Add dashboard. This will appear on the Dashboard tab in the customer success workspace. 
4. To remove a dashboard, hover over the dashboard and click Remove. 

Manage customer success workspace settings

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, click Customer Success.
3. To edit objects for Customers, Projects, or Revenue, click the Objects tab.
4. To edit a workspace, click the Workspaces tab:
   • Hover over the workspace and click Edit.
   • Navigate between the General, Customers, Projects, or Revenue tabs to edit their respective settings.

5. To delete a workspace, hover over it and click Delete:

• • In the dialog box, select the I understand that deleting this workspace cannot be undone.
  • Click Delete.

Use the customer success workspace

Once you've set up the customer success workspace, you can review reminders for daily tasks, create custom views, and monitor activities from your key accounts from the workspace. Learn more about using the customer success workspace.