New Customer Success Workspace

What Is It?

HubSpot is now making it easier for customer success managers (CSMs) to manage their daily tasks, create custom views and monitor activities for their key accounts. To increase retention and productivity, CSMs will now have all the information they need in one place.

Why Does It Matter?

CSMs spend a lot of time bouncing around and hunting for information they need to keep up with their clients. The customer success workspace provides a dedicated home base for CSMs in their HubSpot portal, keeping them organized and focused.

How Does It Work?

The workspace is customized to the user who is viewing the workspace.

• To get started, navigate to Workspaces > Customer Success.
• In the dialog box, select your general workspace settings by selecting the object you use to represent your accounts, the property that represents your CSM assignment and the date property that represents your customers renewal date. Please note, admins can decide general workspace settings for you.

The workspace includes:

• Summary tab: view your daily task progress, portfolio, schedule and reporting metrics.
• Portfolio tab: view records you own, records assigned within the last 30 days or custom views and track key segments.
• Pipelines tab: view records in different stages of a pipeline.
• Schedule tab: a calendar view that gives you access to your records by clicking on different calendar events.
• Feed tab: view the most recent activities taken by contacts associated with companies you own. 
  
  

To improve this feature, HubSpot has also introduced a new permission Customer success workspace that'll allow users to set up, edit and manage the customer success workspace and customer health scores. Other users with access to a Service Hub Pro or Enterprise seat will be able to use the workspace and customer health score functionality. Super admins will be able to grant this permission to CS leaders.

Who Gets It?

Any user with a Service Hub Pro or Enterprise seat.