Before integrating HubSpot's Customer Success Workspace, Brevity’s CS team faced several inefficiencies that affected their ability to meet key objectives such as renewals and upsells. These included:

• Dependency on Spreadsheets: Outdated methods for managing data introduced both errors and work delays, significantly slowing productivity.

• Manual Processes: Identifying at-risk accounts required lengthy, resource-intensive manual effort.

• Lack of Centralized Tools: Without unified systems, the team had limited visibility into customer health and engagement opportunities, making prioritization and long-term planning nearly impossible.

These inefficiencies created a ripple effect, making day-to-day activities cumbersome and reducing the team's ability to proactively address customer needs and growth opportunities.

To overcome these challenges, Brevity implemented HubSpot's Customer Success Workspace, a robust platform designed to streamline Customer Success workflows. With the integration of HubSpot, Brevity’s CS team gained access to:

• Centralized Data Management to eliminate spreadsheet dependencies and provide accurate, real-time insights. 

• Automated Processes to simplify renewals, monitor customer health, and identify risks faster.

Unified Workspace for Collaboration: Teams across the company could now work within a single platform, rather than juggling multiple disconnected tools.Spreadsheets: Outdated methods for managing data introduced both errors and work delays, significantly slowing productivity.

• Manual Processes: Identifying at-risk accounts required lengthy, resource-intensive manual effort.

• Lack of Centralized Tools: Without unified systems, the team had limited visibility into customer health and engagement opportunities, making prioritization and long-term planning nearly impossible.

These inefficiencies created a ripple effect, making day-to-day activities cumbersome and reducing the team's ability to proactively address customer needs and growth opportunities.

Brevity’s rollout of HubSpot’s Customer Success Workspace was highly efficient, completed in just two weeks—far faster than the typical three-month CSP integration. This rapid deployment minimized downtime and let the team immediately focus on results.

We began with a Customer Journey assessment. Within a week, we developed tailored Playbooks for Relationship tasks by tier, Risk plays, and a Renewal Workflow. These were then validated with the team, along with detailed inputs for individual tasks, escalation paths, and acceptance criteria. A custom health score was also created using available data and CSM sentiment.

Next, we configured the system: building essential fields like Renewal, Revenue, and CSM Sentiment, and creating workflows to ensure seamless data handoff from Sales to CS.

From there, we built Playbooks using workflow automation. Triggers were based on Health Score changes or upcoming Renewal dates, automatically assigning tasks to CSMs within their dashboards. We also provided dynamic email templates tailored to condition type (e.g., risk, renewal, QBR).

Finally, we created a weekly Red-Yellow-Green (RYG) report for CS meetings. While many CSPs charge up to $10k for Renewal Centers, we delivered a tailored solution directly within HubSpot’s CRM framework—efficient, powerful, and cost-effective.