What is it?

Customer success teams can now plan, execute, and track onboarding and success projects with structured tasks, milestones, and reporting in HubSpot.

Why does it matter?

User need

Customer success teams struggle with fragmented, inconsistent onboarding and success workflows spread across multiple tools and objects.

Benefit

This project enables teams to manage onboarding and success plans in a single location, giving clear visibility into status, risks, and progress across all customers, and supporting scalable, repeatable processes.

How does it work?

Creating and Managing Projects

Navigate to the customer success workspace in HubSpot to view and manage projects.

New Pipeline and Project Type

A new project pipeline, "Onboarding" will be created by default for all new Service Hub customers. There is also a new Project Type option, Service - Onboarding, that can be used to indicate this is an onboarding project which will allow it to populate in Customer Success Rooms and in our default reports.

Reporting

There are five new out-of-the-box reports showing the number of projects in each stage, time spent in each stage, planned vs. actual timeline for the projects, status distribution and engagement distribution

Who gets it?

Service Hub Professional, Service Hub Enterprise