Use the customer success workspace

Use the customer success workspace to help Customer Success Managers (CSMs) stay organized. From the workspace, review reminders for daily tasks, create custom views, and monitor activities from your key accounts.

• To use all features in the customer success workspace, users will need Customer Success workspace permissions and an assigned Service seat.
• If you are a super admin but do not have a Service seat, you can still access the workspace, but will be limited to the Summary tab. You can review and add reports, view the workspace as another user, and configure workspace settings. However, you won't be able to create or edit a health score unless you're assigned a Service seat.

Manage your customer success workspace settings

You can set up and manage your customer success workspace settings for Customers, Services and Revenue. 

Please note: users must have an assigned Service Hub seat and either Super Admin or Customer Success workspace permissions to manage customer success workspace settings.

These users 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.

Configure customer settings 

Set up your customer success workspace with the relevant customer data, ensuring your team has the insights needed to prioritize the right customers.

1. In your HubSpot account, navigate to Service > Customer Success.
2. In the top right, click the settings settings icon.
3. If your account has an Enterprise subscription and you have custom objects created, you can click the dropdown menu and select Contacts, Companies or Custom Objects. This will be the object used to represent your customer accounts. 
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 accounts 
5. 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. This is optional.
6. At the bottom, click Save. 
   
   
   
7. To edit the properties selected, click the settings settings icon in the top right of the customer success workspace. 
   
   

Configure service settings 

If your customer service team tracks service offering like onboarding, consulting, repairs, and maintenance, configure settings to help your team prioritize and manage these processes efficiently. 

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

1. In your HubSpot account, navigate to Service > Customer Success.
2. In the top right, click the settings settings icon to configure your general workspace settings

1. At the top, click the Services tab. 
2. Click the dropdown menu and select a service to represent your offerings. If you have a Service Hub Enterprise account, you can select a custom object instead. 
3. At the top, click the Configure tab. 
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. These pipelines will be visible to your team in the Summary tab.

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

Configure revenue settings 

If your customer success team tracks revenue, configure settings so that they can easily view, prioritize and manage revenue in the customer success workspace. 

1. In your HubSpot account, navigate to Service > Customer Success.
2. In the top right, click the settings settings icon to configure your general workspace settings.
3. At the top, click the Revenue tab. 
4. Click the dropdown menu and select an object to represent your revenue offerings. You can select up to two objects and can choose from deals or custom objects. 
   
   

5. Click the default settings dropdown menu to select the object your team sees first on the Revenue tab. 
6. Navigate to the Configure tab. Here, you can customize the properties and pipelines for each revenue object. 
7. Click the Select an object dropdown menu at the top and select an object to configure the settings for. 
   
   
8. 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. 
9. 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.
10. Click the dropdown menu to select pipelines. These pipelines will be visible to your team in the Revenue tab.
11. In the Default settings section, you can configure your default pipeline selection and choose a default page layout. Learn more about the Revenue tab. 

The customer success workspace will appear. In the following sections, learn more about each tab.

Use your customer success workspace

After configuring your customer success workspace settings, to use your workspace: 

• In your HubSpot account, navigate to Service > Customer Success.
• Navigate to each of the following tabs to use your workspace. 

Summary

On the Summary tab, you can view your daily task progress, customer views, health score summary, schedule, and reporting metrics.

If you're a Super Admin, or you have the Manage Customer Success Settings permission, you can also click the user dropdown menu and select a user to access their view of the Summary tab.

• Recent actions: allows you to view alerts and keep track of tasks: 
  • Alerts: if you've set up health scores, this view allows you to track when a customer's health status changes. Alerts will expire after 14 days, and there can be more than 25 active alerts at a time. 
  • Tasks: allows you to view tasks due today. Click any of the View more links to be taken to a Tasks index page that is filtered for tasks due today.
  • Overdue tasks: allows you to view overdue tasks.Click any of the View more links to be taken to a Tasks index page that is filtered for tasks due tomorrow.
  • Tasks due tomorrow: allows you to view overdue tasks.Click any of the View more links to be taken to a Tasks index page that is filtered for overdue tasks.
• Customer views: allow you to view the records you own if you selected the Owner property during your customer success workspace setup. All default views in the Customers tab will appear as customer view cards here. This includes HubSpot’s default views, such as Owned by me, as well as any custom shared views set as default.
  • To edit the properties selected, click the settings settings icon in the top right.
  • To view the records you own or records that you were recently assigned, click View [records] to be taken to the Customers tab. 
  • Super admins and users with the Manage Customer Success Settings permission can add or remove default views to the Customer views section on the Summary tab. You can set up to six default views and reorder them based on their importance. Learn how to set a custom shared view as default.

• Schedule: allows you to view your schedule for today. 

• Health score summary: if you’ve created health scores, analyze how your customers are performing by viewing metrics such as the Average score and the percentage of customers in the At-risk, Neutral, or Healthy categories.
  • To review a list of records in each category, click [X] customers. You'll be redirected to the Customers tab, with a list of records in that category.
  • If you're a user in a Service Hub Enterprise account, click the dropdown menu to select a score profile. You can also view reports on score distribution and track the average score over time. Learn how to create health scores in the customer success workspace. 

• Reporting: allows you to view selected reports. Users with the Customer Success workspace permission can select up to five reports by clicking + Add Report. 

Customers

On the Customers tab, you can view records you own, records assigned within the last 30 days, or custom views.

• Default views: these views appear in the Summary tab as customer view cards. Super admins and users with the Manage Customer Success Settings permission can add custom default views.
  • Owned by me: allows you to view records owned by you. Click the Create date, Last activity date and Advanced filters to refine your results. 
  • Assigned in the last 30 days: allows you to view records assigned to you in the last 30 days. Click the Create date and Last activity date and Advanced filters to refine your results.
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• Custom views: allows you to customize the type of data that appears in the Summary tab.
  • In the left sidebar menu, click + Create view. 
  • In the pop-up box, type the name of your custom view. Under Share with, select Private or Everyone.
  • To set the view as default and display it on the Summary tab, select the Set view as default and highlight in the summary page for your portal checkbox and enter a description. Only views shared with Everyone can be added to the Summary tab. 
    

• • Click Create View.

• Super admins and users with the Manage Customer Success Settings permission can edit, delete and set and remove views as default views.
  
  • To set a shared view as default, hover over the view and click the three vertical dots. Then, select Set as default. In the dialog box, enter a description and click Save. Only views shared with Everyone can be set as default. Views set as default will appear in the Summary tab. 
  
   
  • To edit a view, hover over it and click the three vertical dots. Then, select Edit view. In the dialog box, edit the name and sharing option and click Confirm. HubSpot default views cannot be edited, but you can delete them.
  • To delete a view, hover over the view and click the three vertical dots. Then, select delete view. In the dialog box, select the I am sure that I want to delete this view checkbox and click Delete. 
  • To remove a view as default, hover over the view and click the three vertical dots. Then, select remove as default.

• To view the record sidebar preview panel, click the name of the company or custom object:
  • To take action on a record, click the Actions dropdown menu and select an option. For example, you can unfollow the record, view its property history, or merge it with another record
  • Below the primary properties, interact with the record by clicking the respective icons. The icons that appear will vary if you've customized the order of activity icons.
  • You can view and edit the record's properties, activities, and associated records in the sections on the right sidebar. Learn how to edit the properties that appear in this section. 
    • To edit a property value, hover over the property and click the edit pencil icon.
    • To view a specific property's history, hover over the property and click Details. 
    • Click View record in the bottom right to be taken to that record page.

Services 

If you've set up the Services object in HubSpot, you can view them on the Services tab. Here, you can create custom views, apply advanced filters, and track records at different stages of a pipeline. Learn more about activating service objects. 

If you’re a user in a Service Hub Enterprise account, you can configure your service settings to view custom objects instead. Learn more about configuring your service settings.

• To switch between your selected pipelines, click the pipeline dropdown menu and select the pipeline. 
• Use the Owner, Name, Create date, and Advanced filters to further refine your results.
• To customize the type of data that appears in your pipeline, create a custom view:
  • In the left sidebar menu, click + Create view. 
  • Type the name of your custom view. Under Share with, select Private or Everyone. Click Next.

Please note: users must be a Super Admin or have the Manage Customer Success Settings permission to create custom views with the Everyone sharing option.

• To view pipelines in board view, Click the grid board icon in the upper left. 
• To change the service stage, click and drag the service to the desired stage on the board view. If you're using dependent properties, enter the required fields and click Save. 
• To preview a service, click the name of the service:
  
  • In the right panel, you can view and edit object properties, activities, and associated records. You can customize the default preview sidebar views in your object settings.
  • Click View record in the bottom right to be taken to that record page.

Revenue

On the Revenue tab, you can view records in different stages of a pipeline, enabling you to prioritize, manage, and track revenue within the customer success workspace.

• To switch between your selected pipelines, click the pipeline dropdown menu and select the pipeline. For example, you can switch between your selected revenue pipelines such as Deals or Subscriptions.
• Use the Deal owner, Create date, Last Activity Date and Advanced filters to further refine your results.
• To customize the type of data that appears in your pipeline, create a custom view:
  • In the left sidebar menu, click + Create view. 
  • In the right panel, type the name of your custom view. Under Share with, select Private or Everyone. Click Next.

  Please note: users must be a Super Admin or have the Manage Customer Success Settings permission to create custom views with the Everyone sharing option.

• To view pipelines in board view, Click the grid board icon in the upper left. 

• In the Deals board:
  • Click the name of the object to view the preview it: 
    • In the right panel, you can view and edit object properties, activities, and associated records. You can customize the default preview sidebar views in your object settings.
    • Click the View record to be taken to that record page.

• • To change the object's stage, click and drag the object to the desired stage on the board view. If you're using dependent properties, enter the required fields and click Save. 

Actions

On the Actions tab, you can view your tasks in default views, including Overdue, Due tomorrow, or All completed. You can also create news tasks, custom views and apply personalized filters. 

• To create a task:
  • In the top right, click Create task.

  • In the right panel, enter the details for your task.

  • Click Create. To create the current task and start creating another task, click Create and add another.

• To create a view:
  • In the left sidebar menu, click + Create view. 
  • In the pop-up box, type the name of your custom view. Under Share with, select Private or Everyone.
    
  • Click Create view. 
• To complete, edit, assign, or delete tasks:
  • Select the checkbox(es) next to the tasks. To select all of the tasks on your current page, select the Select all checkbox at the top left of the table. To select all of the records in the filter, select the Select all checkbox, then click the Select all [number] tasks link.
  • At the top of the table, select the action you want to take: 
    • Mark as completed: the selected tasks will be marked as complete.
    • Mark as incomplete: the selected tasks will be marked as incomplete. 

• • • Assign: in the dialog box, click the Assigned to dropdown menu and select a user. 
    • Edit: in the dialog box, click the Property to update dropdown menu and select the property you want to edit. Enter or select the updated value and click Save. 
    • Delete: in the dialog box, click Delete. The selected tasks will be deleted.
      
      

Schedule

On the Schedule tab, you can access your records by clicking on different calendar events.

• To switch calendar views between day, week, or month, on the top left, click the dropdown menu, and select your preferred view.

• Click the arrows on the top right to navigate between days, weeks, or months. Use the timezone dropdown menu to switch timezones. To hide weekends from your weekly or monthly view, click the Hide weekends checkbox. 

• On the calendar, click a task or meeting to see a summary of that item, and if applicable, click Launch meeting to begin the meeting.

Feed

On the Feed tab, you can view your recent sales activity notifications. This will show any activity taken by a contact associated with a company owned by the user viewing the workspace. 

• You can search for activities, or use the Activity type and Sequence enrollment filters to refine your feed.
• Within each sales activity notification, you can navigate to different contact records and tools within your account by clicking the contact name or tool name. To see more notifications, click Load older activities. To remove a sales activity notification, click the delete delete icon.

• Hover over a sales activity notification to followup with the contact. Click Call, Email, Create Task, Create Note, or Schedule to complete your followup from the contact record.