Customer Success Management

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.

Large enterprises using HubSpot's Service Hub fully operationalize the platform in just 13 weeks on average, with immediate access to health scores and usage integrations. 

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 customer success and product analytics tools. Developer APIs allow custom integrations for specialized workflows, while multi-language support ensures global teams can collaborate effectively.

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.

Customer Success Management is a premium feature available exclusively in Service Hub Professional and Enterprise tiers. Professional tier includes essential customer success tools: customer health scoring, basic renewal tracking, task management, and standard reporting. It also includes core integrations and multi-language support for growing global teams. Enterprise tier adds advanced capabilities like custom health score algorithms, predictive analytics for churn risk, advanced workflow automation, custom reporting with executive dashboards, and priority API access for complex integrations. Both tiers include the unified customer timeline and 360-degree customer view, with Enterprise providing additional customization options for large-scale customer success operations. Customer Success Management is not available in the free or Starter tiers, as it requires the advanced CRM capabilities of higher-tier subscriptions.

Yes, HubSpot's customer success management platform is designed for global organizations with comprehensive multi-language support. The interface is available in Spanish, Italian, and numerous other languages to accommodate international customer success teams. Customer health scores, reports, and communication templates can be configured for different languages and regions. The platform supports multi-currency tracking for global accounts and allows segmentation by geographic regions. Automated workflows can be set up to route customers to language-appropriate success managers, ensuring personalized support regardless of location or preferred language.