Account managers in Sales Hub or Service Hub

[JStenbæk]

Hi I am considdering moving my Account management team into HS. but I am not sure if they shoud have a sales seat and use the Sales workspace or they should be service Hub and use the success workspace.

they are mostly sales driven however, I like the possibility to show the book of business to them, that is only possible in Success Workspace?

[RubenBurdin]

Hello @JStenbæk 

This answer of the community might help: https://community.hubspot.com/t5/CRM/Different-currencies-for-the-same-product/m-p/181468? 

Hope it helps.

Ruben Burdin 

Real-Time Data Sync Between any CRM or Database | Founder @Stacksync(YC W24)

Disclamer: I occasionally use AI to organize my thoughts and provide better answers

[Josh · Accepted solution]

Hi @JStenbæk,

In a perfect world, they'd be both as Account Managers, but I understand that can be tricky from a cost perspective. 

If they are primarily sales-driven, you can still have a book of business for them by using custom properties or even custom objects. It's not in the Customer Success view, but it can still work. For example, if you want to track contract start and end dates, you could store those on the company record and surface them to a custom dashboard that essentially takes the place of a customer success workspace. It's not exact, but it can work. 

Here are some other considerations:

• If a company can have multiple contracts, I would suggest a custom object for contracts that allows you to outline the details of multiple contracts
• If reps engage based on other dates or timelines, be sure to surface those appropriately
  • A task that gets created every 90 days for active clients that shows on the mentioned dashboard
  • A date that is 3 months before contract renewal - create a report that pulls to the dashboard for upcoming contract renewals
• If multiple people are involved after the sale, you may need additional HubSpot user properties
  • If the account manager is different than the original rep, you might need a separate account manager property
• It's also helpful to bring at-risk customers to that dashboard -- here's what we've done in the past
  • Highlight companies or contacts with greater than X service tickets
  • Use a property on the company record for "churn risk."
  • Your views of these companies would use the contact/company owner or account manager property to show the AMs only their companies that are at-risk

Like I said, in a perfect world, they could use both, but by customizing accordingly, you can accomplish the same thing with dashboards. I'd even argue that the dashboards are helpful, even if they are on both, because you can also put those dashboards in the customer success or sales workspace as well.

Book some time with me if you'd like to talk through this further!

Josh