Improving HubSpot for Customer Success Teams: Tips Needed!

Paris P. · 2025-07-29 19:32:10.458409+00

Hey guys! I am working with a team who has 2 CS managers and they are currently managing churn via a deal pipeline. They don't love the way they are using HubSpot and want it to be improved but don't really know how. For those of you working with CS teams, were there any HubSpot changes you made that really helped their team? (especially regarding churn, renewals, general upkeep, etc) I primarily work with sales teams so trying to help provide some best practices with their setup to give the CS team some wins. Thanks in advance for your tips!

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10 comments

Boyan V.
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when it comes to churn there are many ways to skin a cat no 1-size t-shirt that fits all - it all comes down to your product, engagement and marketing - I always start from there HubSpot can be sub-optimal for the majority of time Automations is what you need with AI that learns from your historicals
Boyan V.
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as a Prequel to that, you must have at least 10-15 churn metrics set in place otherwise the Sales/CS wagon is moving, but nobody's behind the wheels
Boyan V.
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on top of your deal pipeline churn management, you need product analytics/behavior system, product metrics, individual customer data, churn scoring system and churn prevention also for starters all those and many more add to your "Command Center" where you control what's going on - not the customers
Paris P.
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Yes, I think one of their big problems is none of the product usage data is going into HubSpot yet. This is super helpful!
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Boyan V.
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yup - the old data disconnect issue feel free to reach out if anything churn related we've been Churn Eliminators for ~16 years now - yeah we're old
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Manuel H.
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Just to weigh in here… depending on your product and your customer archetypes… I’ve found that product usage (or the lack thereof) can be a very weakly correlated metric to renewal likelihood. Strongly adopted and using customers can churn out of the blue and weakly using customers can happily renew for years and years. If your product is able to articulate and measure outcomes, tracking that and using it as a signal is often much stronger correlated.
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smitha k.
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Great points all around Churn is rarely about one metric and more about the interplay between usage, outcomes, persona shifts, and pipeline context. We’ve seen the same issue with product data not syncing into CRMs like HubSpot. That’s where things fall apart because sales, cs, and marketing end up reacting without a unified view. At DataviCloud, we’ve been building that “Command Center” Boyan mentioned, connecting product behavior, GTM signals & deal movement into a single ICP and retention layer. Helps identify who’s likely to grow vs quietly churn, even when usage data is ambiguous. Happy to share what’s worked and what hasn’t if it’s helpful. Feel free to DM if you’d like to chat
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Pat H.
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What Hubs do they have Paris P.?
Jessie T.
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The product usage data doesn't need to be tracked or imported into Hubspot. Consider these suggestions: 1) Add an account health or customer sentiment score field that either sales or customer success teams can update. This allows early detection of churn signals. 2) When managing churn through the deal pipeline, do they flag upcoming renewals at least six months before the renewal date in Hubspot? I recommend proactively managing renewals for large deals and accounts with low health scores to promote growth and minimise churn. Hope this helps.
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Antti N.
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I have been using hubspot for cs teams for years. Built it for many customers as well. It really does work but it takes some work. What do you mean handling churn in deal pipeline?