HubSpot Customer Success Workspace: Improving Retention & Growth

If you are already using HubSpot, chances are you’ve got your marketing campaigns humming and your sales team living in the CRM. But what happens after the deal is closed? Where do your customers go once the “Closed Won” confetti settles?

If your answer is “Into the support inbox, I guess?”, then it’s time to meet your new favourite Service Hub feature: HubSpot’s Customer Success Workspace.

It’s a brand new tool that’s easy to miss (it has appeared in the “Workspaces” section). Which is a shame, because it could be the difference between a loyal customer and a quiet churn.

So, what is the Customer Success Workspace?

Think of it as Mission Control for your customer success team. It’s a central dashboard inside HubSpot that lets you track how your customers are doing post-sale. We’re talking things like:

• How engaged they are
• How often they’ve needed help
• Whether they’re happy campers or dangerously close to ghosting you

Designed specifically for Customer Success Managers (CSM’s) to keep a pulse on customer health, spot risks early, and stay ahead of renewals. In other words, it helps you keep the customers you worked so hard to win.

The best thing about it: Health Scores (Beta)

The key feature in this workspace is something called a Health Score. It’s basically a traffic light for your customers:

And of course, like most things in HubSpot, it's customisable. So you get to decide what “healthy” looks like. Some examples:

• Number of logins to your platform
• Support ticket volume
• Product usage
• Recent interactions with your team
• NPS scores

You just need to set it up once and you’ll quickly start spotting patterns over time.

What else can you do with it?

Here’s a quick breakdown of what the workspace lets you do:

• See a list of all your customers along with their health scores and upcoming renewals
• Track tasks and tickets in one view, so you don’t drop the ball
• Set up custom views based on regions, industries or CSM’s
• Get alerted when a customer’s score drops below a certain level
• Measure trends to see if your accounts are improving or declining, and why

It’s like a fitness tracker for your customers without the guilt trips.

How difficult is it to set up?

If you have some basic knowledge on HubSpot dashboards, tasks and reporting, this will be second nature. Here’s where to start:

1. Go to Workspaces > Customer Success
2. Enrol into the Health Score Beta
3. Enable it and define your scoring rules (don’t worry, HubSpot has templates to get you started quickly)
4. Start tracking and automating based on the scoring rules

And see the magic happen. Keep an eye on it though, as data starts coming in you will likely realise the need to optimise your scoring rules for more accurate data.

A Quick Use Case Example for HubSpot Customer Success

Let’s say you run a SaaS company. You define a healthy customer as someone who logs in weekly, hasn’t submitted a support ticket in 30 days, and has an NPS of 8 or higher. Then you set up alerts if:

• A customer hasn't logged in for more than two weeks
• Their health score drops to “Yellow”
• Has submitted a support ticket within the last 30 days
• They are approaching renewal with an undesirable health score

Now, instead of being blindsided by the dreaded cancellation email, your CSM gets notified early and can check in before it’s too late. Simple, but powerful.

Some tips to set yourself up for success

It’s only as great as the data you put into it. Garbage in, garbage out.

• Clean data = good decisions. Make sure your CRM is tidy and up to date
• Don’t overcomplicate the health score rules. Start simple, with two or three clear indicators
• Regularly review and tweak your scoring logic, especially as your customer base grows and diversifies.

Wrapping up

HubSpot’s Customer Success Workspace might not have had a big product announcement, but it’s quietly one of the most impactful features. Especially businesses that rely on renewals and long-term customer relationships.

It helps your team stay proactive, organised and customer focused. So if you haven’t opened it yet, go have a look. It might just become your new favourite part of HubSpot