Service › Customer SuccessSample book · 48 accounts
SummaryCustomersActionsProjectsRevenue
At-risk ARR$412K
Renewing in 120 days9
Overdue tasks0
Health status48 accounts
Healthy 30Neutral 12At-risk 6
View: At-risk, sorted by ARRTop 3
CompanyARRRenewsScore
Northwind Labs$186K74 days31
Corva Health$132K102 days36
Brightline Ops$94K141 days22
Illustrative data. Health score and Health status are created automatically when you turn a score on.
How HubSpot thinks about Customer Success
Signals become a score, and the score drives the work.
Both CS workspaces sit on the same CRM as Sales and Marketing, so every handoff happens on the same records.
Select a stage to see what it needsAuto-plays until you pick one
01 · Signals
Log every meeting, call and note on the company record, and associate every ticket to a company. If it isn't on the record, the score can't see it.
02 · Health score
A points-based model grades each customer. Turning it on creates Health score (points) and Health status (label) properties you can use in views, workflows, lists and reports.
03 · Views and alerts
Saved views in the Customer Success Workspace surface at-risk accounts, upcoming renewals and accounts with no CSM activity in 30+ days.
04 · Actions
Tasks are the unit of CSM work. Workflows should create most recurring tasks automatically; playbooks guide the call and sequences handle 1:1 outreach.
05 · Outcomes
Every handoff, Sales to Onboarding to CS to Renewal, happens on the same records, so the outcome sits on the same timeline as the signals that predicted it.
Build one CS leadership dashboard and one CSM dashboard filtered to “my accounts.” Report GRR, NRR, logo churn and expansion pipeline to leadership.
Proactive · account-level
Customer Success Workspace
Health, renewals, expansion, onboarding projects and relationship tasks.
This is where CSMs live.
Reactive · ticket-level
Help Desk Workspace
Support requests across email, chat, forms, phone and the customer portal. CSMs check here for what their accounts are struggling with.
This is where support agents live.
Access: Customer Success Workspace and health scores require Service Hub Professional or Enterprise and an assigned Service Seat.
Health scores
Score one account against a 100-point starter model.
Each group has a max-points cap so one category can't dominate. Pick what's true for the account and watch where it lands.
Each choice sets that group's points
1:1 Engagementmax 20 pts
1:1 Call Engagementmax 15 pts
Support Ticketsmax 20 pts
CSM Sentimentmax 20 pts
NPSmax 25 pts
Health score
50/ 100
Neutral
At-risk · under 40Neutral · 40–69Healthy · 70+
1:1 Engagement10/20
1:1 Call Engagement8/15
Support Tickets10/20
CSM Sentiment10/20
NPS12/25
Next actionWatch it in the weekly review. A move to At-risk means a save plan task that week.
Example weights, not HubSpot defaults. Group names match HubSpot's pre-defined score groups. Calibrate after 60–90 days by checking whether churned accounts were actually scoring At-risk 90 days before they left. If not, the model is measuring activity, not risk, so re-weight it. Create a health score
Operating rhythm
Twenty minutes a day keeps the health score honest.
Unlogged activity makes the score wrong. The weekly and monthly work is acting on what it shows.
Show the checklist for
Daily · 20–30 min
Summary tab: new alerts, at-risk changes, today's meetings.
Actions tab: clear or reschedule every overdue task.
Check open tickets on your accounts (Help Desk filtered by company owner = you).
Log every customer interaction on the company record. Unlogged activity makes the health score wrong.
Weekly
Review accounts that moved Healthy → Neutral or Neutral → At-risk; create a save plan task for each At-risk account.
Walk the “Renewing in 120 days” view; update renewal deal stage and next step.
Review detractor and passive survey responses; close the loop within 7 days.
Team meeting: health distribution dashboard, top 5 risks, wins and expansions.
Monthly / Quarterly
QBR/EBR prep for top-tier accounts (use a playbook; log outcomes on the record).
Calibrate the health score against actual churn and expansion.
Seven habits that quietly break the health score, the reports and the handoff to the next CSM.
01
Not logging activity.If it isn't on the record, the health score, reports and the next CSM can't see it.
02
Health score built on vanity activity.Email opens and meeting counts don't predict churn on their own; usage and sentiment do.
03
Tickets not associated to companies.Support volume never reaches account health.
04
Renewals managed in spreadsheets.Use a Renewal pipeline with deals created automatically.
05
Too many properties.Every property needs an owner and a use (a view, a report, a workflow, or a score).
06
Views not saved.Unsaved filter changes disappear on refresh.
07
Set-and-forget scoring.Recalibrate quarterly against real churn and expansion outcomes.
Setup checklist · Service Hub Enterprise
85 tasks in 14 phases, roughly in the order you'd do them.
Every task has a “Why it matters” next to it. Check tasks off as you go; your progress saves in this browser.
85Tasks
37P1 priority
0%Done
Show priority
0 of 85 done
01
Plan
How each customer tier is covered, lifecycle stages, metrics, and the rules for handoffs from Sales and escalations from Support.
0 of 5 done
#1Define CS motion by segmentWhy it mattersCoverage model drives everything downstream: CSM assignment, views, health score profiles, playbooks. Without it you configure HubSpot for an org chart that doesn't exist.Done whenDocument coverage per tier (e.g., Strategic = named CSM, Mid = pooled, SMB = digital/tech-touch). Signed off by CS lead.
P1All tiers
Owner: CS Lead
#2Define customer lifecycle stagesWhy it mattersYou can't automate or report on stages nobody has defined. Clear entry/exit criteria make onboarding, renewal and at-risk states measurable.Done whenOnboarding → Adopting → Steady state → Renewal → Expansion / At-risk / Churned. Entry/exit criteria written for each.
P1All tiers
Owner: CS Lead + RevOps
#3Define CS metrics and targetsWhy it mattersDefines what 'good' is before you build dashboards, so reports answer real questions instead of showing activity.Done whenGRR, NRR, logo churn, NPS, CSAT, time-to-value, % accounts touched in 30d. Targets set per segment.
P1All tiers
Owner: CS Lead
#4Document Sales → CS handoff requirementsWhy it mattersBad handoffs are the #1 cause of slow time-to-value. CSMs re-asking discovery questions erodes customer trust in week one.Done whenList fields Sales must complete before Closed Won (goals, stakeholders, use case, contract terms). Agreed with Sales leader.
P1All tiers
Owner: CS Lead + Sales Lead
#5Document CS ↔ Support escalation rulesWhy it mattersPrevents CSMs being blindsided by escalations on their own accounts and stops two teams emailing the customer with different answers.Done whenWhen tickets alert the CSM, who owns comms on escalations, how bugs route to Product.
P2All tiers
Owner: CS Lead + Support Lead
No tasks at this priority in this phase.
02
Access
Seats, teams, permission sets, locking fields like revenue and renewal date, and a test portal (sandbox).
0 of 5 done
#6Assign Service Seats to all CSMsWhy it mattersThe CS workspace and health scores don't work without a Service Seat. No seat = CSM can't use the tools.Done whenEvery CSM has a Service Seat assigned.
#7Create CS team(s) in HubSpotWhy it mattersTeams power filtering, permissions, team workspaces and manager-level reporting.Done whenTeams created (e.g., Strategic CS, Mid-Market CS, Onboarding) with managers set.
P1All tiers
Owner: Admin
#8Build CS permission setWhy it mattersLeast-privilege access protects data and stops CSMs changing global settings (like health score config) by accident.Done whenCSMs edit owned companies/contacts/deals and view all tickets. 'Manage Customer Success Settings' only for CS lead/ops.
#9Lock sensitive fieldsWhy it mattersARR and renewal date feed revenue reporting and renewal automation. One bad edit breaks forecasts and triggers wrong workflows.Done whenField-level permissions on ARR, Renewal Date, contract fields (edit = CS Ops/Finance only).
P2Enterprise
Owner: Admin
#10Set up a standard sandboxWhy it mattersLets you test workflows and health score changes without spamming customers or corrupting production data.Done whenSandbox synced from production; used for all CS automation changes.
P3Enterprise
Owner: Admin
No tasks at this priority in this phase.
03
Data
Cleaning up duplicates, CS fields, contact roles, and connecting billing, product usage and email.
0 of 15 done
#11Decide the customer account objectWhy it mattersHealth scores and the CS workspace score either Companies or Contacts. Choosing wrong means rebuilding later.Done whenCompany (B2B default) vs Contact. Decision documented.
P1All tiers
Owner: RevOps
#12Dedupe customer companiesWhy it mattersDuplicates split activity, tickets and revenue across records, so health scores and reports are wrong for that account.Done whenDuplicate management run; one company per customer; secondary domains added.
#13Set lifecycle stage = Customer for all active customersWhy it mattersEvery CS view, segment and health score is filtered on 'who is a customer'. If this is wrong, everything downstream is wrong.Done whenCount of HubSpot customers matches billing system exactly.
P1All tiers
Owner: RevOps
#14Create CSM Owner propertyWhy it mattersSeparates the CSM from the Sales owner, so accountability, views, tasks and reports roll up to the right person.Done whenHubSpot user property on Company; 100% of customers populated.
#15Create commercial propertiesWhy it mattersARR and renewal date are what turn CS from 'relationship' into revenue: prioritization, renewal automation and GRR/NRR reporting depend on them.Done whenARR/MRR, Contract Start, Renewal Date, Contract Term, Plan/Tier, # Licensed Seats.
P1All tiers
Owner: RevOps
#16Create CS status propertiesWhy it mattersGives structure to CSM judgment (sentiment, risk reasons) so it can be filtered, scored and reported instead of buried in notes.Done whenCustomer Segment/Tier, Onboarding Status, Go-Live Date, CSM Sentiment, Churn Risk Reason, Last/Next QBR Date.
P1All tiers
Owner: RevOps
#17Create product usage propertiesWhy it mattersUsage is the strongest leading indicator of churn and expansion. Without it, the health score only measures how much the CSM talks to the customer.Done whenUsage Score, Active Users, Last Login, Key Feature Adoption. Source and sync frequency documented.
P2All tiers
Owner: RevOps + Eng
#18Group CS properties into a property groupWhy it mattersKeeps the property list usable and makes ownership clear, so the portal doesn't decay into 400 unexplained fields.Done whenCustomer Success' group created; every property has a description and owner.
P3All tiers
Owner: RevOps
#19Create contact association labelsWhy it mattersSingle-threaded accounts churn. Labels show who the champion and exec sponsor are, and power champion-change alerts.Done whenChampion, Executive Sponsor, Admin, Billing, End User. Applied on all Tier 1 accounts.
#20Ensure tickets associate to companiesWhy it mattersTicket volume is a key churn signal. Unassociated tickets never reach the account's health score or the CSM's view.Done whenAuto-association on; spot-check of 20 tickets shows 100% linked to a company.
P1All tiers
Owner: Support Ops
#21Model subscriptions / licenses / usage (if needed)Why it mattersMulti-product or multi-contract customers can't be represented with company properties alone; custom objects keep the data accurate and scorable.Done whenCustom object(s) designed, associated to Company, populated via integration.
#22Connect billing systemWhy it mattersManual ARR and renewal dates go stale fast. A sync keeps revenue data trustworthy and flags late payments as a risk signal.Done whenBilling system (Stripe/Chargebee/QuickBooks/NetSuite) syncs ARR, invoice status, renewal date.
P2All tiers
Owner: RevOps
#23Connect product usage dataWhy it mattersPuts the most predictive data next to the CSM's workflow so they act on adoption drops before the renewal conversation.Done whenData warehouse / Segment / reverse ETL / Data Hub sync, updated at least daily.
P2All tiers
Owner: RevOps + Eng
#24Connect email/calendar for all CSMsWhy it mattersAuto-logging captures engagement without manual work. Unlogged activity makes health scores and coverage reports wrong.Done whenGmail/Outlook connected with logging on; meetings auto-log to records.
P1All tiers
Owner: Each CSM
#25Connect call recorder / conversation intelligenceWhy it mattersCall notes and sentiment on the record make handoffs, coverage and QBR prep much faster.Done whenFireflies / Gong / HubSpot calling logs to records.
P3All tiers
Owner: Admin
No tasks at this priority in this phase.
04
Records
What CSMs see on a customer record, and required fields at Closed Won.
0 of 4 done
#26Customize Company record layout for CSWhy it mattersCSMs should see renewal, ARR, health and open tickets in 5 seconds, not by scrolling 80 properties.Done whenRecord shows ARR, renewal date, health, CSM sentiment, open tickets, renewal deal up top.
#27Customize record previewsWhy it mattersThe preview panel is used constantly in the workspace; showing the right fields saves clicks on every account.Done whenPreview shows the same key CS properties.
#28Add health score card to company recordsWhy it mattersMakes health visible to everyone on the record, including Sales and Support, not just CSMs in the workspace.Done whenHealth score card visible on company records.
#29Make handoff fields required at Closed WonWhy it mattersTurns the handoff agreement (#4) into enforcement. Policies without system enforcement don't stick.Done whenDeal stage requirements block Closed Won until handoff fields are complete.
P1All tiers
Owner: RevOps
No tasks at this priority in this phase.
05
Pipelines
Onboarding, renewals, expansion, churn reasons and tickets.
0 of 5 done
#30Activate Projects and build onboarding pipelineWhy it mattersMakes onboarding visible and measurable: you can see stuck accounts and measure time-to-value by stage.Done whenStages: Kickoff → Config → Training → Go-Live → Handoff to CSM. Target days per stage.
P1Pro+
Owner: RevOps
#31Create Renewal pipelineWhy it mattersRenewals tracked in spreadsheets get missed. A pipeline makes renewals forecastable and gives leadership GRR visibility.Done whenUpcoming (120d) → Engaged → Proposal Sent → Negotiation → Closed Won / Churned / Downgraded.
P1All tiers
Owner: RevOps
#32Create Expansion pipelineWhy it mattersSeparates upsell revenue from new business so NRR and CSM-sourced expansion can be measured and compensated.Done whenStages through Closed Won/Lost; owner = CSM or AM per comp plan.
P2All tiers
Owner: RevOps
#33Add churn/downgrade reasonsWhy it mattersYou can't fix churn you can't categorize. Reasons feed product, pricing and CS process decisions.Done whenRequired Closed Lost reason picklist on Renewal pipeline.
P1All tiers
Owner: RevOps
#34Configure ticket pipelines and prioritiesWhy it mattersConsistent categories and priorities make SLAs, routing and 'tickets by type per account' reporting possible.Done whenStatuses and priorities standardized; categories include Bug / How-to / Billing / Feature Request.
P2All tiers
Owner: Support Ops
No tasks at this priority in this phase.
06
CS workspace
Setup, team versions and shared views.
0 of 4 done
#35Set up the Customer Success WorkspaceWhy it mattersThis is the CSM's home base: one place for accounts, tasks, renewals and health instead of jumping between records.Done whenCustomer object, segments and settings configured.
#36Create team-specific workspacesWhy it mattersStrategic and SMB CSMs work differently; tailored defaults remove noise for each team.Done whenSeparate default views/settings per CS team.
#37Build shared default viewsWhy it mattersViews turn data into a work queue. CSMs start each day knowing exactly which accounts need attention.Done whenAt-risk by ARR; Renewing 120d; No touch 30d+; Onboarding; Detractors; High-priority tickets.
#38Add up to 5 reports to Summary tabWhy it mattersPuts the key numbers in front of CSMs daily without them opening dashboards.Done whene.g., Health distribution, renewals next 90d, overdue tasks, NPS trend, open escalations.
P2Pro+
Owner: CS Ops
No tasks at this priority in this phase.
07
Health score
Design, test, how points fade and cap, versions by segment, training, and recalibrating each quarter.
0 of 6 done
#39Draft health score modelWhy it mattersWriting the model down first forces agreement on what 'healthy' means before you click anything.Done whenGroups, max points, rules and thresholds documented (e.g., Usage 30 / Engagement 20 / Sentiment 20 / Support 15 / Commercial 15).
#40Build and test health scoreWhy it mattersA score that labels churned customers 'Healthy' destroys trust in the system. Testing on known accounts proves it works.Done when10+ known accounts tested (5 healthy, 5 churned/at-risk); distribution preview looks realistic.
#41Configure score decay and group capsWhy it mattersWithout decay, a burst of activity 6 months ago keeps an account 'Healthy'. Caps stop one category from dominating.Done whenDecay on engagement events; max points per group set.
P2Pro+
Owner: RevOps
#42Create segment-specific score profilesWhy it mattersAn onboarding customer and a 3-year customer shouldn't be judged on the same criteria.Done whenSeparate scores for Onboarding vs Steady-state or SMB vs Enterprise.
P3Enterprise
Owner: RevOps
#43Turn on score and train CSMs on what drives itWhy it mattersCSMs only act on a score they understand. A black box gets ignored.Done whenScore live; 30-min walkthrough held; one-page explanation shared.
P1Pro+
Owner: CS Lead
#44Schedule quarterly calibrationWhy it mattersCustomer behavior and products change. An uncalibrated score drifts into measuring activity instead of risk.Done whenRecurring review: did churned accounts score At-risk 60–90 days prior? Weights adjusted.
P2Pro+
Owner: CS Lead
No tasks at this priority in this phase.
08
Workflows
12 automations, including the sales-to-CS handoff, auto-created renewals, at-risk alerts, unhappy-survey follow-up and champion-change alerts.
0 of 12 done
#45Sales → CS handoff workflowWhy it mattersRemoves manual steps and delays between signing and kickoff; nothing falls through the cracks.Done whenClosed Won → lifecycle Customer, assign CSM, create onboarding Project, kickoff task, notify CSM.
P1Pro+
Owner: RevOps
#46CSM assignment / rotation logicWhy it mattersGuarantees every customer has an owner on day one and spreads load fairly.Done whenAssign by segment, territory or round robin; alert if unassigned.
P1Pro+
Owner: RevOps
#47Onboarding milestone workflowWhy it mattersKeeps onboarding moving and flags stalls early; time-to-value drives first-year retention.Done whenStage changes create next tasks; CSAT at Go-Live; overdue-stage alerts.
P2Pro+
Owner: RevOps
#48Auto-create renewal dealsWhy it mattersGuarantees every renewal is worked 120 days out, not discovered 2 weeks before it lapses.Done whenRenewal Date − 120 days → Renewal deal owned by CSM + prep task.
P1Pro+
Owner: RevOps
#49At-risk alert workflowWhy it mattersA score is only useful if it triggers action. This turns a status change into a save plan the same day.Done whenHealth → At-risk: notify CSM + lead, create save-plan task, require Churn Risk Reason.
P1Pro+
Owner: RevOps
#50Health improvement notificationWhy it mattersRecovered and healthy accounts are your best expansion and reference candidates.Done whenAt-risk → Healthy: notify CSM; flag for expansion review.
P3Pro+
Owner: RevOps
#51Dark account workflowWhy it mattersSilence is a churn signal. Catching it at 30 days leaves time to recover before renewal.Done whenNo logged activity in 30 days → check-in task or re-engagement sequence.
P2Pro+
Owner: RevOps
#52Detractor follow-up workflowWhy it mattersFast follow-up on unhappy customers is one of the highest-ROI save motions; slow follow-up confirms their view.Done whenNPS 0–6 → task due in 1 business day + CSM notification.
P1Pro+
Owner: RevOps
#53Escalation ticket alertWhy it mattersCSMs should hear about a Tier 1 escalation from HubSpot, not from the customer's exec.Done whenHigh-priority ticket on Tier 1 account → notify CSM.
P2Pro+
Owner: RevOps
#54Champion change alertWhy it mattersChampion departure is one of the strongest churn predictors; you need a new sponsor before renewal.Done whenChampion leaves (job change / bounce / unsubscribe) → task to re-establish sponsor.
P2Pro+
Owner: RevOps
#55Data integrity workflowWhy it mattersMissing owner, ARR or renewal date silently breaks every other automation and report.Done whenCustomer missing CSM Owner / Renewal Date / ARR → alert CS Ops.
P2Pro+
Owner: RevOps
#56Apply naming convention and owners to CS workflowsWhy it mattersUnowned workflows become technical debt nobody dares touch; naming makes debugging fast.Done whenFormat: CS | Area | Purpose. Description + owner on each; 'Customer Success' folder.
P3All tiers
Owner: RevOps
No tasks at this priority in this phase.
09
Enablement
Playbooks, email sequences, templates, meeting links and task queues.
0 of 5 done
#57Build CS playbooksWhy it mattersStandardizes key conversations so quality doesn't depend on which CSM you get, and captures answers as data.Done whenKickoff, 30/60/90, QBR, Renewal, Save call, Churn exit; answers write to properties.
#59Create shared templates and snippets libraryWhy it mattersConsistent messaging, faster replies, easier onboarding of new CSMs.Done whenQBR invite, renewal notice, escalation update, onboarding welcome, check-in.
P3Pro+
Owner: CS Lead
#60Set up meeting links for every CSMWhy it mattersRemoves scheduling back-and-forth, which increases meeting volume and engagement.Done whenPersonal check-in link + team round-robin link for office hours/escalations.
P2All tiers
Owner: Each CSM
#61Create task queuesWhy it mattersLets CSMs batch similar work (all renewals, all onboarding) instead of context-switching.Done whenQueues: Onboarding, Renewals, At-risk, QBR prep.
NPS, CSAT, effort surveys, exit surveys and tagging responses by theme.
0 of 5 done
#62Launch NPS (relationship) surveyWhy it mattersQuantifies sentiment across the whole base, not just accounts that talk to you; feeds the health score.Done whenQuarterly or semi-annual to active customer contacts; responses feed health score.
#63Launch CSAT surveyWhy it mattersMeasures quality of specific moments (support, onboarding) so you know where experience breaks.Done whenAfter ticket close and onboarding Go-Live.
#64Launch CES surveyWhy it mattersHigh-effort experiences predict churn even when customers say they're satisfied.Done whenSent after support interactions.
P3Pro+
Owner: Support Ops
#65Build churn exit / onboarding feedback surveysWhy it mattersCaptures the real reasons customers leave or struggle, in their words, for product and process fixes.Done whenCustom surveys created and triggered by workflow.
#66Set up response taggingWhy it mattersTurns comments into themes you can report on, so leadership sees why customers are unhappy, not just how many.Done whenTags: Product, Support, Pricing, Onboarding, Value; tagged weekly.
Help desk, routing, response-time targets, customer portal and support quality scoring.
0 of 5 done
#67Set up Help Desk workspace and channelsWhy it mattersOne queue across channels means nothing gets lost and every ticket lands on the CRM record CSMs see.Done whenEmail, chat, forms and calling connected to Help Desk.
#68Configure routing and capacity limitsWhy it mattersRight ticket to the right agent first time; prevents burnout and backlogs on individuals.Done whenSkills-based routing (product, tier, language); per-agent capacity limits.
#69Set SLA goalsWhy it mattersMakes response commitments explicit and measurable; breaches become visible before customers complain.Done whenFirst response + time to close by priority; breach alerts.
#70Enable customer/support portalWhy it mattersCustomers check status themselves, cutting 'any update?' emails and increasing transparency.Done whenCustomers can view and update their tickets.
#71Turn on CX/QA scoring and coachingWhy it mattersShows which conversations hurt the customer experience and gives managers specific coaching material.Done whenCX and QA scores reviewed monthly by Support lead.
#72Create knowledge baseWhy it mattersDeflects repetitive tickets, speeds onboarding, and is the content source the AI Customer Agent answers from.Done whenStructured by journey: Getting started → Core workflows → Admin → Troubleshooting.
#73Publish top 20 articlesWhy it mattersCovering the most common questions first gives the biggest ticket reduction for the effort.Done whenSourced from most frequent tickets and onboarding questions.
#74Review KB analytics monthlyWhy it mattersSearches with no results show exactly what content customers need and can't find.Done whenZero-result searches turned into new articles each month.
#76Configure Customer Agent handoffWhy it mattersYour most valuable or frustrated customers should never be stuck talking to a bot.Done whenTier 1 accounts and negative sentiment route to a human immediately.
Dashboards for leadership, each CSM and Support, plus weekly email digests.
0 of 4 done
#77Build CS leadership dashboardWhy it mattersGives leadership and the board a single, trusted view of retention and risk; proves CS impact in revenue terms.Done whenHealth distribution, GRR/NRR, renewals by month, renewal pipeline, expansion, churn reasons, NPS trend.
#78Build CSM dashboard (my accounts)Why it mattersEach CSM owns their numbers and sees their own risks without waiting for a manager.Done whenMy at-risk, my renewals 120d, overdue tasks, not touched 30d, my tickets.
P1All tiers
Owner: RevOps
#79Build Support dashboardWhy it mattersShows whether support is helping or hurting retention, by account and overall.Done whenTicket volume, SLA breaches, first response time, CSAT, tickets per account.
#80Schedule dashboard email digestsWhy it mattersData people don't look at doesn't drive decisions; push it to them weekly.Done whenWeekly email of CS dashboard to CS lead and execs.
Training, Academy courses, the activity-logging standard, a 30-day review and a quarterly review.
0 of 5 done
#81Train CSMs on workspace and daily rhythmWhy it mattersTools without habits don't get used. The rhythm is what makes the system produce results.Done whenSession recorded; daily/weekly/monthly rhythm doc shared (see team guide).
P1All tiers
Owner: CS Lead
#82Assign HubSpot Academy coursesWhy it mattersBuilds self-sufficiency so CSMs don't depend on admins for every question.Done whenService Hub Certification + Service Hub Admin + CS workspace lesson completed.
#83Define activity logging standardWhy it mattersEvery health score, report and handoff depends on logged activity. No logging = no visibility.Done whenEvery meeting/call/note logged on the company; checked weekly via 'no touch 30d' view.
P1All tiers
Owner: CS Lead
#8430-day post-launch reviewWhy it mattersCatches adoption gaps and bad data early, while fixes are cheap.Done whenAdoption, data gaps and health score accuracy reviewed; fix backlog created.
P1All tiers
Owner: CS Lead + RevOps
#85Quarterly CS system reviewWhy it mattersSystems decay. Regular pruning keeps the setup fast, trusted and aligned to how the team actually works.Done whenHealth score recalibrated; unused properties/workflows pruned; playbooks updated.
P2All tiers
Owner: CS Lead + RevOps
No tasks at this priority in this phase.
Tier: All tiers, Pro+ (Professional or Enterprise) or Enterprise only.
30/60/90-day learning plan
Operate, then optimize, then own the system.
Every step links to HubSpot's free Academy courses and sessions.
HubSpot ships changes frequently, and some features are in beta. If a menu path or setting doesn't match what you see, the linked Knowledge Base article is the source of truth.
