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, Services 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, service offerings 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 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 Services dropdown menu to select the object you use to represent your service offerings.
5. Click the Revenue dropdown menu and select an object to represent your revenue offerings. You can select up to two objects and choose from deals or custom objects.
6. At the bottom, click Save.
   
   

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

Configure customer settings

1. Navigate to the Customers tab.
2. 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
3. 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.
4. In the bottom left, click Save.

Configure service settings

Please note: you must have activated the Services object in HubSpot to configure service settings.

1. Navigate to the Services tab.
2. By default, the Services tab will be shown to all teams in the customer success workspace. To remove this tab from the workspace, toggle the Show the Services tab switch off.
   
   
3. If you’ve chosen to show the Services tab, you can edit it’s configuration based on your teams needs.
4. Click the dropdown menu and select the HubSpot user property you use to represent CSM assignment. The available properties will depend on the object you chose to represent your services.
5. You can optionally pick a date property you use to represent your service's renewal date. The available properties will depend on the object you chose to represent your services.
6. Click the dropdown menu to select pipelines.
7. In the Advanced settings sections, configure your default pipeline selection and choose a default page layout.
8. In the bottom left, click Save.

Configure revenue settings

1. 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.
2. 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.
3. 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 services.
4. Click the dropdown menu to select pipelines. These pipelines will be visible to your team in the Revenue tab.
5. In the Default settings section, you can configure your default pipeline selection and choose a default page layout.
6. In the bottom left, click Save.

9. In the Advanced default settings section, you can configure your default pipeline selection and choose a default page layout.

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, Services, 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, Services, 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.