The Customer Success Workspace (CS Workspace) is a dedicated work environment for CS professionals who "help customers achieve long-term success," rather than support support. In the redesign in March 2025, custom health score construction, board view, and team-specific workspaces were added.Early detection of cancellation risks, detection of renewal opportunities, QBR preparation, and upsell proposals can be completed on one screen.It became possible. In this chapter, we will systematically explain the differences from Help Desk, health score design, task operation, team-specific workspaces, and sales collaboration for upsell opportunities.
There are two workspaces in the same HubSpot Service Hub: "Help Desk Workspace" and "Customer Success Workspace." These two arePurpose, target customer, time frame, role of person in chargeis completely different. If used in a mixed manner, operations will be disrupted, such as when agents open the CS staff's view and CS staff respond to support tickets. First, let's clearly understand the difference.
While Help Desk Workspace is centered around tickets, CS Workspace isDesigned based on the “healthiness of the company in charge”. When a CSM opens their workspace in the morning, they look at the health rankings of the accounts they are responsible for and decide who they should contact today. Health score trends, update dates, and usage rates are more central to decision-making than the number of tickets.
The health score is an indicator that shows how likely this customer is to renew or grow on a scale of 0 to 100. With the redesign in March 2025, customizability has been greatly improved,You can freely set combinations, weights, and thresholds of indicators that suit your business.It became like that. A properly designed health score can act as a "leading indicator that warns you three to six months before cancellation."
| Setting items | Setting location | Design points |
|---|---|---|
| Add metrics | Services → CS Workspace → Health Score → Add Metric | CRM properties, number of tickets, and feedback scores can be selected as indicators. Narrow it down to 3-5 indicators at first |
| weighting | Set the "weight (%)" for each indicator. Adjust so that the total is 100% | Allocate 40-50% total to product usage, as product usage data is the most reliable leading indicator. |
| Score calculation direction | Set “higher is better / lower is better” for each indicator | The higher the usage rate/NPS, the better. The lower the number of unresolved tickets and the number of days since last contact, the better. |
| Automatic alert workflow | Automation → Workflow → When health changes to “critical” | Set up a workflow that triggers the moment the score changes from "Healthy" to "Needs attention" to "Dangerous" |
If you cram in 10 indicators from the beginning, it will be difficult to identify the cause even if your score goes down.Start with 3 to 4 indicators, operate them for 6 months, verify whether this score can predict cancellation, and then add/adjust indicators.approach increases retention rate. The first step to practical CS operation is not to try to create a perfect health score from scratch.
Even if you set a health score, it is meaningless if you do not have an ``operation routine'' that incorporates it into your daily work.Use CS Workspace as the starting point for your morning routine and complete alert response, task completion, and QBR preparation on one screen.That's the key to productivity.
| timing | Working with CS Workspace | Time required |
|---|---|---|
| Monday morning (first week) | Open the “Accounts of Interest” view to see customers whose health has deteriorated over the past week. Set top priority tasks for the week | half an hour |
| Every morning (daily) | Check the "Tasks due today" list and complete the task after taking the action. Immediate response if there is a health deterioration alert | 15-20 minutes |
| Wednesday (interim confirmation) | See which customers will be renewing in the next 3 months in the "Renewals within 90 Days" view. Create collaboration task with AE | 20 minutes |
| Friday (weekly review) | Record tasks completed this week, health improvements, and follow-up results in internal memos. Create an action plan for the next week | half an hour |
| Monthly (QBR preparation) | Identify next month's QBR target customers, create usage reports, NPS trends, and ROI estimates and attach them to the agenda. | 2-3 hours/customer |
With the redesign in March 2025,CS teams can be divided and managed as "team-specific workspaces" by customer segment or area of responsibility.It became like that. By setting filter conditions, views, and health score thresholds individually for Enterprise, growing companies, and SMB, you can create an environment in which each CSM can focus only on their own customers.
Setting location:Services → CS Workspace → Add workspace. Name the workspace and set (1) filter conditions for the company to be displayed (ARR, plan, CSM in charge, etc.), (2) type of health score to be used, and (3) default view (ascending order of health, ascending order of update date, etc.). When you invite team members, they only see your workspace.Managers can have a “big picture” view across all workspaces。
The information that the CS team accumulates through daily relationships with customers, such as ``This customer is using a feature completely,'' ``The team is expanding,'' or ``The customer wants to use it in a new department,'' is the best deal information for the Sales team.Design a mechanism to detect upsell/expansion opportunity signals in CS Workspace and automatically pass them to Sales.This creates a flow of “CS → Revenue”.
Help Desk supports "today's ticket handling" and CS Workspace supports "customer success over the next 12 months." A prerequisite for productivity is clearly dividing the roles of people in charge and not having them use the same screen.
A practical starting set of four indicators: product usage rate (WAU), NPS, number of unresolved tickets, and date of last contact. We assign 40-50% weight to product usage and periodically test whether the score actually predicts churn.
Set up a workflow that triggers the moment the score changes from "Healthy → Needs attention → Dangerous." The essence of preventing cancellation is to create a system where the system actively informs the CSM, rather than waiting for the CSM to notice it on their own.
Set up team-specific workspaces with different filters, health thresholds, and contact frequency criteria for each customer segment. Each CSM increases focus and accuracy by looking only at their own customers.
Reviewing usage status, reflecting on results, proposing issues and improvements, and setting goals for the next quarter—By preparing this flow in advance using CS Workspace data, QBR becomes ``joint planning'' rather than a ``debriefing session.''
Approaching seat limit, contacting higher-level functions, update 90 days ago x high health—Manage these signals in company properties and automatically notify AEs in the workflow. NRR improves by converting expansion opportunities discovered by CS into sales opportunities.