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Customer Success Management

Drive customer success and empower your reps to manage their entire book of business in one workspace.

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  • Increase retention with customer health scores

  • Sync product usage and drive adoption

  • Prioritize outreach to help reduce churn

customer success management feature SUI showing health score survey

Empower your customer success team and drive greater customer retention.

Give your team the insights they need to build lasting customer relationships. HubSpot’s customer success workspace provides a comprehensive view of each customer's history, interactions, and preferences so your reps can deliver more personalized service and proactive support. A deep understanding of your customers leads to more effective customer success management, improving satisfaction, retention, and loyalty.

  1. Manage your entire book of business with ease.

    Helping your customers succeed requires the right customer success tools and context. Without a connected solution, your customer success managers may be scrambling to find the best ways to deliver proactive guidance. Easily view your entire book of business to more simply and effectively manage renewals, monitor customer health scores, and act on your product usage data to drive adoption and increase retention.

  2. Get deeper insights to reduce customer churn.

    With a single source of truth, generating valuable insights about your customers becomes effortless. Uncover crucial product usage data to stay ahead of potential issues before they happen, or take a quick glance at health trends before your next quarterly business review. With the customer success management workspace, it’s easier than ever to proactively address your customers’ needs, all in one place.

  3. Define your customer success metrics.

    See the signals that matter, not just the standard metrics. Build customer health scores that are as unique as your business — get comprehensive views of everything from company-wide health to individual product adoption. Spot opportunities earlier and reduce churn risk by identifying potential issues before they impact your bottom line.

  4. Prioritize your daily customer outreach.

    Don’t make your customer success team face an endless queue of tasks and activities. Instead, keep your reps motivated from start to finish with the details they need to prioritize customer value. In a single view, they’ll get the context they need to determine their daily tasks.

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  • 83%

    Percentage of Service Hub customers who see an increase
    in retention within 9 months

Frequently Asked Questions

The customer success workspace is a personalized workspace in HubSpot that allows customer success managers and reps to manage their book of business and upcoming success activities in one place. It helps them stay organized, prioritize tasks, and optimize their schedule.

It also makes it easy for managers and team leads to understand the health of each rep’s book of business, schedule ongoing updates for their customers, and visually see customer health trends that are vital for increasing retention.

Setting up customer success software is quick and easy. You only need to grant access to your team and assign accounts to their respective customer success reps. From there, you’ll also be able to set up your integrations for product usage data, giving your team a 360-degree view into customer health and usage. 

Popular features of HubSpot’s customer success workspace include:

  • A personalized workspace that helps successful reps manage their book of business efficiently.
  • Its ease of use means customer success teams can quickly adopt and utilize it effectively.
  • Connection to the rest of HubSpot’s Smart CRM, making it easy to scale and leverage the rest of your front office insights.

Yes, HubSpot has a vast ecosystem of over 1,700 ready-to-use integrations in its app marketplace that don’t require any middleware, including many essential sales tools.

By connecting your customer experience tech stack to HubSpot, you’ll get the benefit of having all of your data in one place, which makes it even easier to create relevant, contextual experiences for your customers — without the cost or complexity.

A customer success manager (CSM) is responsible for building and maintaining relationships with customers to ensure they achieve their desired outcomes.

Key responsibilities include monitoring customer health scores, driving product adoption, managing renewals, and developing strategies to increase customer retention. CSMs use customer success software to track customer interactions, analyze usage data, and proactively identify opportunities to add value to the customer relationship.

Essential customer success tools include customer health monitoring software, product usage analytics, customer communication platforms, and account management dashboards. 

The most effective customer success platforms combine these tools in one unified workspace, allowing teams to track customer health scores, monitor product adoption, manage renewals, and analyze customer data from a single source of truth. This integration helps customer success teams work more efficiently and deliver more proactive, personalized support to their customers.