Set Up Your HubSpot Customer Success Dashboard to Unlock Powerful Insights

Keeping track of customer health, renewals, and engagement can feel impossible when data is scattered across emails, support tickets, and spreadsheets. Without a clear view of what’s happening, opportunities slip by, and churn becomes more challenging to predict.

A Customer Success Dashboard in HubSpot solves this by bringing everything into one place. It helps you monitor account activity, track support interactions, and spot risks before they become problems. 

Let’s discuss how setting up your dashboard can help you anticipate challenges, strengthen customer relationships, and make smarter, data-driven decisions.

What is a Customer Success Dashboard?

A Customer Success Dashboard pulls together insights about your customers, helping you track engagement, retention, and satisfaction. Instead of relying on scattered reports or gut feeling, you get a clear, organized view of:

• Which customers might be at risk of churning
• Who’s engaging with your content, attending webinars, or responding to surveys
• How support requests are trending over time
• What renewal and upsell opportunities are on the horizon

With all this information in one place, your team can take action before problems escalate, ensure renewals happen smoothly, and create a seamless experience that keeps customers returning.

HubSpot Customer Success Tools You Should Start Using

Customer success is all about helping customers get the most value from your product—and it’s becoming a core part of retention and growth for businesses today. 

55% of customers say they will stop using a product or service they don’t understand. When customers struggle to see how something fits their needs, frustration builds, engagement drops, and eventually, they walk away.

To keep up, companies need tools that help them track customer engagement, prevent churn, and maximize upsell opportunities. Here’s how HubSpot’s customer success tools help you do just that.

1. Customer Success Workspace

Keeping track of customer interactions across different tools makes it harder to manage relationships effectively. HubSpot’s Customer Success Workspace centralizes task reminders, reporting metrics, and customer activity in one dashboard.

Customer success managers can view daily tasks, track engagement, and see recent interactions without manually updating records. The workspace also includes a portfolio view, which helps teams prioritize accounts based on recent activity and renewal timelines.

There’s a dedicated pipeline for renewals that tracks upcoming contract expirations and required actions. This helps teams engage with customers in advance, making the renewal process more structured instead of reactive.

2. Health Scores

Customers don’t always communicate when they’re disengaged. 91% of dissatisfied customers leave a brand without ever giving feedback. 

However, certain behaviors indicate a higher risk of churn. HubSpot’s Health Score assigns a numerical value to each account based on customer engagement, support history, and survey responses.

The system allows businesses to adjust the scoring model based on their priorities. 

For example, a company experiencing high churn due to unresolved support issues can weigh support ticket frequency more heavily than email engagement. Others may focus on NPS (Net Promoter Score) surveys or product usage patterns.

Tracking these scores makes it easier to flag at-risk customers before they leave. Instead of waiting for negative feedback, teams can intervene early with targeted outreach or additional support.

3. Automated Workflows

Customer success teams manage multiple accounts, making it challenging to keep up with manual follow-ups. Most teams have turned to automation, and 80% say it helps reduce time spent on manual tasks like data entry and scheduling.

Automated Workflows ensure customers receive necessary touchpoints without relying on constant manual effort.

If a customer hasn’t engaged in a while, the system can trigger an email or assign a follow-up task to a team member. Workflows also help onboarding, ensuring new customers receive structured guidance without delays. 

For renewals, reminders can be sent to customers and internal teams, ensuring contract discussions happen on time.

This automation helps teams stay consistent with engagement and reduces the risk of overlooking customers who need attention.

4. NPS Surveys and Sentiment Tracking

Tracking engagement provides valuable data, but direct customer feedback gives clearer insight into satisfaction. HubSpot allows businesses to send NPS (Net Promoter Score) surveys to understand customer sentiment.

Responses are categorized into Promoters (loyal customers), Passives (neutral users), and Detractors (at-risk accounts). This helps teams address dissatisfaction before it leads to churn.

Beyond surveys, HubSpot also tracks support ticket history and CSM sentiment. If a customer has unresolved issues or a success manager has flagged them as disengaged, it signals a need for intervention. 

Combining direct feedback with engagement data provides a more complete picture of customer health.

5. Renewal and Upsell Pipelines

Renewals and upsells contribute to long-term revenue, but opportunities can be lost without proper tracking. HubSpot provides structured pipelines to help teams manage these processes efficiently.

The Renewal Pipeline tracks contract end dates, customer health scores, and outstanding concerns. This helps teams engage customers before renewal, reducing last-minute negotiations and potential churn.

The Upsell and Cross-Sell Pipeline identifies customers interested in additional services. If a customer frequently engages with premium features or attends upgrade-related webinars, the system flags them for follow-up. 

This helps teams focus their efforts on accounts more likely to convert.

Steps to Set Up Your HubSpot Customer Success Dashboard

A well-structured Customer Success Dashboard in HubSpot helps teams track engagement, measure customer health, and stay ahead of renewals. 

Setting up your dashboard correctly ensures your team can spot risks early, streamline communication, and make data-driven decisions. Here’s how to get started:

1. Create Your Customer Success Dashboard

Start by creating a dedicated dashboard for customer success reporting. In HubSpot, go to Reporting > Dashboards and click Create Dashboard. 

You can use a pre-built template or custom dashboard. HubSpot provides ready-made templates for customer success reporting. These templates include standard reports like engagement tracking, support ticket volume, and renewal forecasts.

If your team has specific tracking needs, you can build a custom dashboard from scratch and add only the reports that matter to you.

After selecting your dashboard type, name it and set visibility permissions. You can make the dashboard:

• Private to you – Only you and admins can access it.
• Visible to everyone – All users in your HubSpot account can view it.
• Shared with specific users or teams – Restrict access to your customer success team.

Once the dashboard is set up, you can add reports that will give your team real-time insights into customer health and engagement.

2. Add Reports That Matter

A helpful dashboard highlights the most relevant metrics for tracking customer success. Some essential reports to include:

• Customer Health Scores – Identifies at-risk accounts based on engagement, support activity, and NPS feedback.
• Support Ticket Trends – Helps spot recurring issues that might affect retention.
• Renewals and Upsell Pipeline – Tracks upcoming contract expirations and expansion opportunities.
• Customer Engagement Metrics – Monitors interactions such as email responses, webinar attendance, and product usage.

Reports should be customized to reflect your company’s priorities. For example, add a report tracking feature usage if product adoption is a significant retention factor.

3. Set Up a Health Score System

A Customer Health Score gives a quick snapshot of engagement levels and retention risks. In HubSpot, navigate to Workspaces > Customer Success > Health Scores to set up a scoring system.

You can define which factors increase or decrease a customer’s score. Examples include:

• Frequent support tickets might lower the score.
• Webinar attendance or high product usage could increase the score.
• Negative NPS survey responses signal dissatisfaction.

Companies using health scores can identify churn risks earlier and prioritize outreach to accounts that need attention.

A company with high churn rates due to poor onboarding may prioritize early product engagement, while another struggling with unresolved support issues may focus on ticket resolution time.

The health score is automatically updated based on customer activity, making it a reliable way to identify accounts needing intervention.

4. Automate Follow-Ups and Engagement

Manual follow-ups aren’t scalable. HubSpot’s Automated Workflows help ensure that no customer is overlooked.

• Set triggers for low engagement – If a customer hasn’t logged in for weeks, assign a task to their success manager or send an automated check-in email.
• Automate renewal reminders – Ensure customers and internal teams are notified well before contract expiration dates.
• Create onboarding sequences – Guide new customers through key product features with a series of automated emails and tasks.

Depending on the trigger, the workflow can assign a follow-up task to a team member, send an automated check-in email, or notify the success team through Slack. Automation helps teams engage customers consistently without adding to their workload.

5. Track and Act on Customer Feedback

Understanding how customers feel about your service helps prevent churn. HubSpot allows you to collect and analyze NPS surveys directly in the dashboard. Customers are categorized into:

• Promoters – Loyal users who are likely to recommend your product.
• Passives – Neutral users who may need encouragement to stay engaged.
• Detractors – Unhappy customers at risk of leaving.

Tracking this data alongside health scores and support ticket history helps teams understand why specific customers are disengaging. If a detractor has also submitted multiple unresolved support tickets, addressing their concerns quickly could prevent them from leaving.

6. Monitor Renewals and Expansion Opportunities

Renewals and upsells generate revenue but can be challenging to track without a structured system. HubSpot provides dedicated pipelines for both.

The Renewal Pipeline keeps track of expiring contracts, allowing teams to start conversations well in advance. The Upsell and Cross-Sell Pipeline helps identify customers engaging with premium features or showing interest in upgraded plans.

Setting up these pipelines involves defining stages such as “Renewal Pending” and “Negotiation in Progress” for contract renewals or “Interest Shown” and “Upsell Proposal Sent” for expansion opportunities. 

Deals are assigned to customer success managers, ensuring a structured follow-up process.

Make Your Customer Success Dashboard Work for You

Setting up a Customer Success Dashboard in HubSpot isn’t just about tracking numbers—it’s about making customer relationships more straightforward to manage. 

When everything from engagement metrics to renewals is in one place, your team can stop guessing and start acting on accurate data.

With the right reports, health scores, and automated workflows, you’ll know when customers need attention—whether they’re at risk or ready to upgrade. Feedback and renewal pipelines ensure nothing slips through the cracks.

If you haven’t built your Customer Success Dashboard yet, now is the time. A structured, data-driven approach will help you improve retention, drive customer satisfaction, and make success more predictable.

Optimize Your HubSpot Customer Success Strategy with Origin 63

Your Customer Success Dashboard should do more than display data—it should drive action.

Our team specializes in setting up HubSpot Customer Success dashboards that work for your business. Whether you need help structuring your health scores, automating follow-ups, or refining your renewal process, we’ll ensure you get the most out of HubSpot.

Let’s turn your customer success efforts into a scalable, data-driven strategy. Reach out to Origin 63 today and start seeing actual results.