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Service Hub: How SMBs Use It for Customer Success (Not Just Support)

Picture of Garrett Hunt

Most small and mid-sized businesses think of HubSpot Service Hub as just a ticketing system. But here’s the truth: if you’re only using it to answer customer questions, you’re leaving serious revenue and retention opportunities on the table.

Today, we’re going to look at how Service Hub can go beyond “support” and actually power Customer Success.

Use Case: Proactive Customer Success

Instead of waiting for tickets to come in, use Service Hub’s playbooks and feedback surveys to proactively manage customer health.

  • NPS (Net Promoter Score) surveys can flag at-risk customers before they churn.

  • Playbooks ensure your team follows the right steps in onboarding and account reviews.

  • Custom views give your reps a way to monitor renewals and usage.

This flips Service Hub from being reactive (“customer had a problem”) to proactive (“we’re driving long-term success”).

Why This Matters

Customer Success is what drives renewals, upsells, and referrals—all the things SMBs need to grow without constantly burning cash on new customer acquisition. By centralizing Success inside HubSpot, you:

  • Align Success with Sales & Marketing on the same CRM data.

  • Create visibility into health scores and renewal pipelines.

  • Reduce churn and keep lifetime value growing.

Example in Action

Imagine you run a SaaS business. Instead of only logging support tickets when something breaks, you:

  1. Trigger an NPS survey at 90 days of usage.

  2. Automatically create a Service Hub ticket if the score is low.

  3. Assign that ticket to a Customer Success rep with a playbook on “rescue outreach.”

That’s not support, that’s revenue protection.

The Huntscape Take

Most SMBs think they need a whole separate “customer success platform” when really, Service Hub has the tools baked in. You just have to flip your mindset from support to success.

If you want help building a Service Hub strategy that goes beyond tickets, Huntscape Operations Partners can show you how to set it up in a way that protects revenue and scales as you grow.
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