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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 faster with automated customer health scores

  • Sync product usage and drive more successful renewals

  • Prioritize outreach with integrated workflows 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. With native integrations for your product analytics and communication tools, plus multi-language support for global customer success teams, you can scale relationships across all markets.

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. Connect seamlessly with tools like Jira for product feedback loops and Slack for team coordination, while supporting customers in their preferred language. 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 glance at health trends before your next quarterly business review. API integrations allow custom connections to your tech stack, while multi-language reporting ensures global teams stay aligned on customer health metrics. 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. Available exclusively in Professional and Enterprise Service Hub tiers, advanced analytics and custom reporting help you understand success patterns across different regions and languages. 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. Integrated workflow automation connects with your existing tools while multi-language task prioritization ensures global accounts receive appropriate attention. 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

Get answers to common questions about customer success software.

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.