How to Set Up HubSpot’s Customer Success Workspace: Your Step-by-Step Guide
Managing customer success in a SaaS business can feel like juggling flaming torches while riding a unicycle. Renewals, health scores, and revenue tracking often live in different tools, leaving you scrambling to piece it all together. At the same time, you have sales teams asking you how their customers are doing and the marketing team asking you if they can blast them with emails. Enter HubSpot’s Customer Success Workspace - a single hub that brings accounts, renewals, and customer health into one clear view.
In this guide, we’ll walk you through setting up and using the Workspace to streamline your post-sales process. Based on a detailed demo from HubSpot expert Stuart Balcome, this step-by-step breakdown will help you manage renewals, boost retention, and drive revenue - all in one place. Check out the full walkthrough below:
Step 1: Get into the Customer Success Workspace
First, head to your HubSpot portal. Find the Workspace under the “Service” tab or type “Customer Success Workspace” into the top search bar. You’ll land on a dashboard built for Customer Success teams, showing alerts, tasks, and key account updates.
Quick Tip: Double-check your user permissions. You’ll need access to Service tools and custom objects to see everything. If you’re stuck, your HubSpot admin can sort this out.
Step 2: Check Out the Dashboard
The front page is your command center. It gives you a snapshot of what’s happening across your accounts, including:
Alerts for upcoming renewals or at-risk customers
Tasks assigned to you or your team
Quick actions to keep accounts moving forward
Think of it as your daily to-do list for prioritizing what matters most - whether it’s a renewal deadline or a customer needing attention.
Quick Tip: Pin the dashboard to your browser for fast access each morning.
Step 3: Dig into the Customers Tab
Click the “Customers” tab to see all your accounts in one place. Each customer card displays:
Contact and company details
Lifecycle stage (e.g., onboarding, active, renewal)
Recent activity
Health score at a glance
You can filter by things like Customer Success Manager, region, or renewal date to zero in on what you need.
Quick Tip: Save your go-to filters as a default view to skip repetitive clicks.
Step 4: Set Up Services and Custom Objects
Here’s where the Workspace shines. You can customize:
Service types (e.g., onboarding, training)
Custom objects for unique data points
Lifecycle stages to match your customer journey
For example, if your process includes implementation and quarterly reviews, you can track progress for each step. This keeps everyone aligned on where customers stand.
Quick Tip: Map out your customer journey first to make setup a breeze.
Step 5: Track Revenue and Renewals
The Workspace ties directly to HubSpot’s pipeline tools, so you can:
Manage renewals and upsell opportunities
Forecast revenue and spot churn risks
Drag and drop deals through pipeline stages
This connects Customer Success to actual dollars, not just support tickets. No more guessing about retention impact.
Quick Tip: Set up a dedicated renewal pipeline to keep things organized.
Step 6: Build Custom Health Scores
Health scores are your early warning system. You can:
Pick metrics like product usage, NPS, or support tickets
Set ranges for “healthy,” “at-risk,” or “needs help”
Trigger alerts or workflows when scores dip
For instance, combine data like login frequency with notes from your last check-in for a fuller picture. There is also a “Health Score History “features which allows you to dig in deeper to see what factors caused a score to go up or down.
Best Practice: Test your health score setup with a few accounts to fine-tune it. Add “CSM Sentiment” as a field for your non-digital customers.
Step 7: Bring It All Together
With tasks, health scores, pipelines, and services in one spot, you’re set to:
Act on customer needs before issues arise
Align Sales, Marketing, and Customer Success teams
Improve retention and revenue outcomes
Best of all? You’re not bouncing between five different tools anymore. It’s all right here.
Need a Hand Getting Started?
Setting up the Customer Success Workspace can feel like a lot, especially if you’re scaling fast. That’s where Infinite Renewals comes in. With over 20 years of B2B SaaS experience and $1.8 billion in retained revenue, we’re HubSpot experts who can get your system humming in a few weeks—whether you’re starting fresh or leveling up.
Ready to streamline your customer success? Connect with Infinite Renewals today.
Why This Matters for Your SaaS Business
HubSpot’s Customer Success Workspace isn’t just a dashboard, it’s a way to take control of your post-sales process. By centralizing renewals, health scores, and revenue tracking, it helps you keep customers happy and growing, all while making your team’s life easier.
Have questions? Reach out to us. We’re here to help you make the most of HubSpot.
Watch the Full Video for More Insights
Want to explore these tips in greater detail? Watch our video, HubSpot Customer Success Workspace Tutorial | Full Walkthrough & Setup Guide, where we break down these strategies and share actionable advice to help you make the most of your customer success efforts.
By implementing these tips, you’ll create office hours that not only meet but exceed your audience’s expectations. Ready to transform your digital strategy? Let us know what you’d add to this list in the comments!