Churn is any business's worst enemy. Even when you do your best to ensure customer satisfaction, customers can suddenly unsubscribe from their accounts or stop services without warning.

What you need is exactly that—proper warning. You can get it with Health Scores in HubSpot's Customer Success Workspace. This powerful tool helps you monitor your customers' happiness and engagement and alerts you when an account might be at risk.

Let's go through how you can use the Customer Success Workspace to track account health, understand what Health Scores mean, and take action to keep your customers happy and loyal.

What is a Customer Success Workspace?

Think of the Customer Success Workspace as your mission control center for keeping customers happy. It's a special area in HubSpot where you can see how your customers are doing at a glance.

Imagine having a dashboard that shows you which customers love your product, which might need extra attention, and which ones are at risk of leaving. 

That's exactly what the Customer Success Workspace does. This handy tool gathers all the important customer information in one place. 

You can see how often they're using your product, whether they're reaching out for help if they've had any problems recently, and how likely they are to stick around (that's where Health Scores come in!).

How to Access and Navigate the Customer Success Workspace

Now that you know the Customer Success Workspace, let's get you in there! Don't worry, it's super easy to find and use. Here's how:

Accessing the Workspace

First, log in to your HubSpot account. You should have a Service Hub Pro or Enterprise subscription to access it. 

Navigate to the main menu and look for "Service Hub." Once you're there, look for "Customer Success Workspace."

If you don't see this option, you may need to enable it. Go to your account settings and look for options related to Service Hub features or beta programs.

Once enabled, the Customer Success Workspace should appear in your main navigation menu.

And just like that, you're in! Easy peasy, right?

Navigating the Workspace

Now that you're in let's take a quick tour:

1. Dashboard Central

The first thing you'll see is probably the dashboard. This is your bird's-eye view of what's going on with your customers. You'll spot important reports and those all-important health scores right away.

You can choose from existing reports or create new ones that show the metrics most important to you, such as account health scores or upcoming renewals.

These reports can be pinned to your workspace for easy access. They give you quick insights into your accounts' performance without leaving your main view.

2. Make It Your Own

See that report you're always checking? You can pin it to the top for easy access. It's like putting a sticky note on your fridge, but way more high-tech.

Users can typically rearrange elements within their workspace, choosing which information to display prominently and which to keep in the background.

If you’re in charge of renewals, you could arrange your view to display upcoming renewals prominently.

3. Shared Views

Working with a team? You can set up shared views so everyone's on the same page. It's like having a shared whiteboard but without the messy erasers.

Shared views allow for better team collaboration and consistent account management. They also enable quick access to specific segments of your portfolio.

For example, you could create a shared view for "High-Value Accounts Due for Upgrade," allowing your team to focus on upsell opportunities for your most promising clients.

4. Pipelines

If you use different pipelines for support tickets or deals, add them to your workspace for easy access.

Having relevant pipelines in your workspace provides a comprehensive view of all ongoing processes related to your accounts, ensuring nothing falls through the cracks.

Adding the support ticket pipeline to your workspace could help you quickly spot an account with an open, high-priority support issue that needs your attention. This would allow you to intervene and demonstrate your commitment to the client's success.

5. Task List 

Set up your task list to show your most important to-dos. You can usually prioritize tasks and set due dates to keep yourself organized.

You can also link tasks to specific accounts or contacts, clearly showing your priorities for the day or week. Setting up recurring tasks for monthly check-ins with your top 10 accounts could ensure regular engagement with your most valuable clients. 

These tasks would appear in your workspace, reminding you to contact accounts consistently and maintain strong relationships.

Pro Tip: Take a few minutes to arrange the workspace in a way that makes sense to you. Everyone works differently, so set it up to fit your style.

Tracking Account Health

Think of account health as a checkup for your customer relationships. It helps you make sure your customers are happy and thriving. 

Why is this important? Well, happy customers stick around, and that's good for business. A 5% increase in customer retention can increase company revenue by 25-95%. Plus, keeping existing customers is way easier (and cheaper) than finding new ones. 

Let's discuss how you can keep an eye on your customers' health using HubSpot's Customer Success Workspace:

Health Status Indicators

67% of customer churn is preventable if the issue is resolved at the first engagement, which means spotting those initial slip-ups and immediately taking action can work wonders. 

Health status indicators are like the vital signs of your customer relationships. These are little signals that tell you how your customer accounts are doing. 

How do they work? These indicators look at things like:

• How often your customers use your product
• Whether they're engaging with your emails or other content
• If they're reaching out for support (and how those interactions go)
• Whether they're hitting important milestones in their journey with you

Through these indicators, you can see which customers might be at risk of leaving and who are so happy they might be ready for an upgrade. 

At-a-Glance Insights

The workspace provides a health snapshot for each of your customers—green for doing well, yellow for needing attention, and red for urgent issues. This real-time data helps you stay proactive, spotting potential problems before they escalate.

With these insights, you can offer help to customers before they even realize they need it. It's like having a crystal ball for your customer's needs.

The workspace gives you solid data to inform your decisions. You can see which customers are likely to upgrade and identify accounts that may be at risk.

Plus, the dashboards are fully customizable. You can prioritize the views and metrics that matter most to you, whether focusing on at-risk accounts or highlighting your happiest customers.

Staying Informed and Proactive

The best defense is a good offense. Waiting for customers to tell you they're unhappy is like waiting for a leaky roof to cave in before you fix it.

That's why you should stay proactive. Here’s how HubSpot's Customer Success Workspace helps you stay one step ahead of potential issues:

Notifications and Alerts

HubSpot lets you set up alerts like your personal customer health radar. You can customize these alerts to ping you when certain things happen. It's like having little helpers keep an eye on things for you.

For example, you might set up alerts for:

• A customer's health score dropping below a certain level
• A longtime customer suddenly using your product less
• A usually quiet customer suddenly submits multiple support tickets

These alerts are like tiny alarm bells that let you know when to step in and help.

Imagine you get an alert that a customer's usage has dropped by 50% in the last month. You can reach out immediately instead of waiting for them to cancel their subscription. 

Maybe they're having trouble with a feature, or their needs have changed. Either way, you help before they even think about leaving.

Or how about this: An alert tells you a customer's health score has suddenly improved. This could be the perfect time to reach out about an upgrade or to ask for a testimonial. It's all about striking while the iron is hot!

Proactive Account Management

What do you do with these alerts now that you're getting them? This is where proactive account management comes in. Here’s how to do it with the Customer Success Workspace:

Prioritizing Your Actions 

With health-status insights, you can see which accounts need your attention most. It's like having a to-do list that automatically sorts itself by importance. You can focus your energy where needed most, ensuring no customer falls through the cracks.

Let's say you notice a customer's engagement dropping off. Instead of waiting for them to reach out (or, worse, cancel), you proactively schedule a check-in call. During the call, you discover they were struggling with a particular feature. 

You walk them through it, and voila! You've just turned a potential churned customer into a happy, engaged one.

Or maybe you spot a customer using your product more and more. You reach out to offer advanced tips and tricks, and they're thrilled with the personalized attention. That's how you turn a satisfied customer into a raving fan!

Customer Collaboration

HubSpot takes things further by letting you collaborate directly with your customers.

You can create shared action plans with your customers using tools like Arrows (integrated into HubSpot). It's like having a shared to-do list you and your customer can see and update.

This is super handy for things like onboarding new customers smoothly, keeping long-term projects on track, and ensuring everyone's on the same page about goals and expectations

It's all about working together to ensure your customers' success. After all, their success is your success!

Goal Setting and Tracking

HubSpot lets you set and track goals for your team and individual team members. This isn't just about hitting numbers—it's about making sure everyone's efforts are aligned with what matters: keeping your customers happy and successful.

You might set goals like improving customer health scores by 10% this quarter or reducing time-to-value for new customers.

The beauty is that you can track these goals in real-time. It's like having a scoreboard that updates automatically. You can see what's working and what's not and adjust your game plan.

Benefits of Using the Customer Success Workspace

Smart companies know their success is tied directly to their customers' success. It's not just about making a sale anymore—it's about building long-term relationships where you and your customers win. 

That's why more businesses are turning to customer success workspaces. These tools help ensure that your customers aren't just buying your product but truly benefiting from it. After all, a successful customer is a happy customer, and happy customers stick around!

Here are the benefits of using HubSpot's Customer Success Workspace:

Improved Efficiency and Customer Satisfaction

Customer-centric companies are 60% more profitable, highlighting the impact of effective customer management.

The Customer Success Workspace provides a real-time view of all your customer accounts, consolidating information that used to be scattered across spreadsheets and tools.

This unified view helps you spot trends, identify urgent accounts, and focus your efforts effectively. Tracking health scores and receiving alerts allows you to assist customers and address issues proactively before they escalate.

For instance, if you see a drop in usage, you can offer tips or additional training. When customers meet their goals, it’s an ideal time to discuss account expansion. This proactive approach enhances customer satisfaction, loyalty, and advocacy.

Streamlined Account Management

Businesses using CRM software see an average 29% increase in sales, demonstrating the power of effective customer management.

Managing multiple customer accounts can be tricky. The Customer Success Workspace makes it easy by centralizing all information—health scores, usage data, support history, and communication logs—into one platform.

This system streamlines your workflow and ensures your team is always on the same page. With all the context at hand, solving issues becomes quicker and easier.

Collaboration is also improved, as team members can share insights and work together more effectively. The workspace helps you spot trends and make data-driven decisions, serving as a virtual command center for customer success.

As your business grows, this tool scales with you, helping manage more accounts while keeping that personal touch. The Customer Success Workspace isn’t just a tool; it’s a key to building strong, profitable customer relationships.

Unlocking Customer Success: Your Path to Growth

The Customer Success Workspace lets you monitor your customers and gain insights to anticipate their needs, celebrate their wins, and step in when they need support.

Health scores and real-time alerts are your early warning system, helping you spot potential issues before they become real problems. Customizable dashboards are your command center, giving you a birds-eye view of your customer landscape.

But it's not just about preventing problems. HubSpot's workspace helps you seize opportunities too. Whether it's identifying customers ready for an upgrade or spotting trends that could lead to new product features, you're always one step ahead.

You're not just making your job easier (although that's a nice bonus). You're creating a customer-centric culture where every team member has the tools to contribute to customer success.

Use these tools to build strong, lasting relationships. Be proactive and responsive, and always keep your customers' success at the heart of your work.

Your Next Steps: Elevate Your Customer Success Game

Now that you've seen the potential of HubSpot's Customer Success Workspace, it's time to take action. But don't worry – you don't have to go it alone.

Implementing a new system can feel overwhelming, but that's where Origin 63 comes in. As experts in HubSpot implementation, we're here to help you unlock the full potential of the Customer Success Workspace.

Reach out to Origin 63 today, and let's start your journey towards customer success mastery.