Customer Success Rooms

What is it?

Customers and customer success managers share a collaborative workspace to track project tasks, documents, and status updates in one portal.

Why does it matter?

Customers and CSMs need an easy, shared space to manage onboarding tasks, share documents, and track project progress to reduce miscommunication, missed deadlines, and reliance on emails or spreadsheets.

How does it work?

Accessing Customer Success Rooms

Customer Success Rooms are created automatically based on triggers such as deal close or project creation, typically configured via HubSpot workflows. Both HubSpot users and external customers receive notifications and access information when a room is created.

Using the Workspace

- Each room contains project records with task lists, and multiple views (gantt, calendar, table, board).
- External users can view and complete assigned tasks, upload and manage documents, submit forms, and see project status updates. Internal-only tasks are hidden from the external portal.
- Completed tasks sync back to HubSpot with full metadata and appear in the HubSpot Projects object.
- Notifications on assignments, due dates, and document uploads can be configured for in-room, email, Slack, or Teams delivery to both internal and external users.

Prerequisites

Requires configuration of triggers and branding in HubSpot account settings. No development work required to enable shared space or task completion by customers.