Set up the customer success workspace

Before HubSpot's CS workspace, most customer success managers worked out of spreadsheets. A column for company names, rows for stages, and little x marks to track who was where. It got the job done, but it gave you zero context about what was actually happening with each account.

The CS workspace is a dedicated hub for customer success reps that brings everything together: tasks, company portfolios, ticket pipelines, calendars, and activity feeds. Instead of switching between six different views to understand an account, your reps get one screen that shows them what needs attention today.

This article walks through each tab of the workspace, how to configure it for your team, and how it connects to the ticket pipelines and health scores you build in other parts of this playbook.

Access the CS workspace

Navigate to Workspaces in your left-hand navigation menu. If you see "Customer success" listed, select it and you're in.

If you don't see it, the workspace may still be in beta for your account. Go to the dropdown at the top of your screen, click "Product updates", search for "Customer success", and join the beta. After joining, clear your cache, log out of HubSpot, log back in, and the workspace should appear under Workspaces.

The summary tab

The summary tab is your CS rep's daily dashboard. It shows:

Tasks: overdue tasks and tasks due today. This is where your reps start their day, working through the most urgent items first.

Companies: companies owned by the rep, plus any recently assigned companies. This gives immediate visibility into portfolio changes.

Calendar: if you connect your calendar to HubSpot, you'll see upcoming meetings, events, and tasks directly in the workspace. You can launch meetings from this section, but you cannot create new meetings here (use the Meetings tool for that).

To-do section: breaks down tasks by category for a more structured view of what needs doing.

Reporting: you can add up to five reports to the summary tab. Use reports that give context about your portfolio: customer health distribution, ticket aging, NPS scores, or renewal dates.

If you're a manager, you can toggle between different reps' workspaces from this tab to review their portfolios and task loads.

The portfolio tab

The portfolio tab shows every company owned by the rep. You can also filter to see companies assigned in the last 30 days.

To customise this view, click "Create view" to build a filtered view. You can choose which columns appear and add filters to narrow down by region, health score, product type, or any other company property.

The default object is companies, but you can change this. Click the settings icon in the top right corner of the portfolio tab. If your business uses custom objects (e.g. franchises, locations, projects), you can select those instead. Save the change and the portfolio tab will display that object type.

The pipelines tab

This tab lets you toggle between deal and ticket pipelines. For CS teams, ticket pipelines are the primary view.

Select your CS pipeline from the dropdown and you'll see your at-risk accounts, escalations, and resolutions laid out in a board view. This is where the health score workflow (covered in a later article) becomes visible: when a company's health drops, a ticket appears in the "At risk" stage of your CS pipeline, and it shows up here.

You can filter within the pipeline view to focus on specific ticket properties (priority, owner, date created).

The schedule and feed tabs

The schedule tab mirrors what you see in the summary tab's calendar section: meetings, events, and tasks pulled from your connected calendar.

The feed tab shows recent activities from contacts associated with companies in your portfolio. If a contact opens an email, clicks a link, views a document, or visits a web page, it appears here. This requires the HubSpot sales extension to be installed in your browser.

The feed is useful for spotting engagement signals (or silence) from your accounts without opening each company record individually.

The CS workspace gives your success team a single starting point for their day. Tasks tell them what to do. The portfolio tells them who to focus on. The pipeline tells them which accounts need intervention. And the feed tells them what their contacts are doing.

Configure it properly (connect calendars, set up the right object in the portfolio, add useful reports to the summary) and your reps spend less time navigating HubSpot and more time working with customers.