Manage the Customer Success Workspace (BETA)

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 Hub paid seat.
• If you are a super admin but do not have a Service Hub paid seat, you can still access the workspace, but will be limited to the Summary tab. You will be able to review and add reports but will not be able to create or edit a health score unless assigned a Service hub paid seat. 

Please note: if you're a super admin, learn how to opt your account into the beta.

Navigate to your Customer Success workspace

To view the Customer Success workspace:

• In your HubSpot account, navigate to Workspaces > Customer Success.
• In the dialog box, configure your general workspace settings:
  • If your account has an Enterprise subscription and you have custom objects created, you'll see a dropdown menu to select the object you use to represent your accounts. Click the dropdown menu to select Companies or Custom Objects. 

• • 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 
  • You can optionally 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.
    
    
  • Click Save. To edit the properties selected, click the settings settings icon in the top right of the Customer Success workspace. 
    
    

• The Customer Success workspace will appear. In the following sections, learn more about each tab.

Summary

On the Summary tab, you can view your daily task progress, portfolio, schedule, and reporting metrics.

If you're a Super Admin, you can also click the user dropdown menu and select a user to access their view of the Summary tab.

• Task progress: allows you to track your daily task progress. Click the Due today dropdown menu to switch between how many tasks you have left for the day and how many tasks are overdue. 

• Portfolio: allows you to view the records you own if you selected the Company owner property during your Customer Success workspace setup.
  • 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 Portfolio tab. 
    
  • Super admins and users with the Manage Customer Success Settings permission can customize and add new default views to the Portfolio section on the Summary tab. 

• Tasks: allows you to view tasks due today, overdue tasks, and tasks due tomorrow. Click any of the View all links to be taken to a Tasks index page that is filtered for either tasks due today, overdue tasks, or tasks due tomorrow.

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

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

Portfolio

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

• Custom view: allows you to customize the type of data that appears in your portfolio.
  • • 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.

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

  • Click Edit columns to select the properties that will appear as columns in your custom view table. Then, click Apply. 
  • Click the dropdown menus or click Advanced filters to filter your records further. 
  • In the top right, click Save view to apply any changes you've made moving forward. 
  • Custom views will appear in the left sidebar menu. Click the down arrow to collapse the view.

• 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. 

Pipelines

On the Pipeline tab, you can view records in different stages of a pipeline.

• Click the pipeline dropdown menus to switch between Deal pipelines and Ticket pipelines.
• Use the Deal owner, Create date, Last Activity Date and Advanced filters to further refine your results.
• Custom view: allows you to customize the type of data that appears in your pipeline.
  • 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 have the the Manage Customer Success Settings permission to create custom views with the Everyone sharing option.

• In the Pipeline table:
  • Click the name of deal or ticket records to be taken to that record page.

• • To change a deal or ticket stage, click and drag the deal or ticket to the desired stage on the board view. If you're using dependent properties, enter the required fields and click Save. 
    
    
  • To view the sidebar preview panel, click the deal or ticket card. You can view and edit object properties, activities, and associated records. 

Schedule

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

• In the left sidebar menu, you can see which contacts you have meetings with today. Click Playbooks to expand the section, and access recently used playbooks. Under Key, click the checkboxes to filter which meetings and tasks you see in your calendar.

• 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.