topic Customer Success with HS in Tips, Tricks & Best Practices

Customer Success with HS

JWharton — Sun, 19 Jan 2020 21:32:34 GMT

I've searched the forums and I can't find a satisfactory answer to this. Is anyone using HS for customer success (e.g. onboarding, satisfaction surveys, company/industry news and press release monitoring, new opportunities, etc.)? If so, how?

HS seems great for marketing and sales, but other than trouble tickets pretty weak on the post-sales management stuff. If not HS, what tools are people using for this?

Thanks in advance!

Re: Customer Success with HS

Nynke_HM — Wed, 22 Jan 2020 14:40:14 GMT

Hi @JWharton ,

I would say HubSpot is great for this, at least if you make use of the other Hubs as well.

I'll share a few examples of how marketing, sales and service can work toghether for customer success:

Website visits of existing customers could give hints to sales about potential up-sells. Marketing could give account managers / service teams a heads up when customer behavior is showing (dis)engagement.
Activities of both Marketing and Sales could be based on reponses to feedback surveys. Great or bad feedback require a different approach.
Ticket and Knowledge base reports are a great way to collect input for new marketing and sales content to serve the needs of (potential) customer better.
Closing a deal in Sales could activate a range of tasks to account managers, operational managers and service teams.

Just to name a few. The best thing: you determine the level of automation in all of these processes and are able to choose which ones to integrate with existing tools.

Our customers are moving more and more from their dedicated sales, marketing and service tools to the all-in-one platform HubSpot offers. First by integrating, later by migrating.

Hope this very brief summary of possibilities with HubSpot is helpful to you!

Best,

Nynke

Re: Customer Success with HS

tahoedrew — Tue, 28 Jul 2020 21:16:03 GMT

I agree with your assessment that HS is weak in supporting a robust CS (account management) function.

While someone responded with some decent suggestions, many of them are reactionary, which is exaclty what a good CS team is striving to not be.

I really like HS for what it is, but it is not a tool that provides much value for a CS team beyond tracking past activity, automating tasks (setting QBRs as tasks is not ideal and I can't find that you can automate meetings), and being reactive to client activities like website visits, email actions and ticket/KB visits.

We run sales (which includes renewals that CSMs are responsible for) and support on HS, track contacts and clients in HS, and provide direct support; but we still rely on a CS-specific platform (like Gainsaight, Totango, Freshsuccess, etc.) to give CSMs what they need to operate on a daily basis.

Re: Customer Success with HS

TEdwards4 — Tue, 15 Oct 2024 14:41:21 GMT

I realise this is an old post, but I'm struggling to find any quality info on how to manage customer success through Hubspot especially without having the Service module for NPS, CSAT etc. No way to calculate true cost of aquisition etc. May I ask which CS platform you implemented and whether it delivers what you expected? Thanks

Re: Customer Success with HS

BenHeinkel — Thu, 05 Mar 2026 06:53:44 GMT

Hi @JWharton
There's actually quite a few ways in which you can use HubSpot for customer success. On one end, HubSpot has now released their Workspace for Customer Success which is already pretty feature rich and I know that the team is working hard on expanding it with new features. On the other end is the possibility of customizing HubSpot's starter or pro plans to make it work for smaller CS teams. We've collected all the best practices for doing that in this comprehensive HubSpot for CS ebook. I hope it helps!