Customer success teams · HubSpot · Health signals

How do I set up a customer health score in HubSpot?

By BREME · Updated 28 October 2026

Who this is for: Customer success managers and CS leads at software and tech companies who run their customer book in HubSpot and want one number that tells them which accounts need attention this week, without buying a separate CS platform.

What a health score is for

A health score is a shortcut. Instead of opening every account to see who logged in, who raised three tickets this month and who has a renewal coming up, your CSMs see one score and one status, and start the week with the accounts that need a conversation.

It only works if the score reflects what actually happens before a customer leaves or grows. So the most important part of the setup is not in HubSpot at all. It is agreeing, as a team, which signals you trust. Start with a small number you already capture reliably, turn the score on, and adjust it once you have watched it against real renewals for a quarter.

Before you build: check access and plan the signals

HubSpot's help docs say health scores live in the customer success workspace, which needs Service Hub Professional or Enterprise. The person building the score needs a Service Seat and the Manage Customer Success Settings permission. The score applies to whichever object you chose for customer accounts when the workspace was set up, contacts or companies, and Enterprise accounts can also use custom objects.

Each group in a health score uses either events or properties, not both. Events are things the customer did, such as meetings or email engagement. Properties are facts stored on the record, such as plan, seats in use or renewal date. Plan two to four groups, give each a ceiling, and make the ceilings add up to a total that is easy to read, such as 100.

• Engagement: recent meetings, replies and other activity your account already records as events.
• Adoption: a property that reflects product use, if you sync usage data into HubSpot.
• Support: open tickets or a recent spike in tickets, scored as negative points.
• Commercial: plan, seats in use against seats bought, or months until renewal.

Step by step in HubSpot

1. Click More in the main navigation, then go to Service > Customer Success.
2. Click the settings icon in the top right.
3. Open the Health scores tab and click Create a health score.
4. Choose Take me to setup to start from HubSpot's pre-defined score groups, or Start from scratch instead if you already know your signals.
5. On the Companies or Contacts tab, select up to five segments the score should apply to, for example all current paying customers.
6. Open the Calculations tab. Click Add event group or Add property group for each group you planned, and set its Max points so one group can't swamp the rest.
7. Inside each group, add rules that add or subtract points when a record meets the conditions. Conditions inside one rule all have to be true for the points to apply.
8. For event groups, decide whether to use the Decay scores toggle, which reduces points based on how long ago the event happened. Use the Limit to setting on an event rule if one repeated action, such as many logins in a day, shouldn't keep stacking points.
9. Open the Settings tab and set your thresholds and labels in the Health score threshold section, for example Healthy, Neutral and At-risk.
10. Click Review and turn on, then click Turn on. Until you do, your changes are saved as a draft.

Where the score shows up

When the score is on, HubSpot creates a Health score property and a Health status property, named after your score. In the workspace, the Summary tab shows a health score summary with the average score and the share of customers in each status, and the Customers tab shows each customer's current score and status when you preview a record.

On the record itself, the Health Score card shows the score, the status, recent changes with the main signals behind them, and a score history with a monthly trend. The card's See score calculations link takes you straight back to the rules, which is handy when a CSM asks why an account moved.

HubSpot's help docs also say alerts in the workspace track when a customer's health status changes, and expire after 14 days. On Enterprise you can create more than one score, up to 50, and each gets its own pair of properties.

Make it trustworthy before you rely on it

For the first month, run the score alongside your CSMs' own judgement. Each week, pull the accounts marked At-risk and ask the owner whether they agree. Where the score and the CSM disagree, look at which rule caused it. Usually it is a signal that fires too easily, a missing negative signal, or a property that isn't kept up to date.

Write down what each status means for action, not just for reporting. A score nobody acts on becomes wallpaper. The simplest version: At-risk means a personal check-in within two business days, Neutral means a planned touch this month, and Healthy means look for an expansion or advocacy conversation.

Score name: [e.g. Customer health]
Applies to: [contacts or companies], segments: [up to five]
Total points: [e.g. 100]

Group 1: [Engagement] (events), max points: [ ]
  + [ ] if [had a meeting in the last 30 days]
  + [ ] if [replied to an email in the last 30 days]
Group 2: [Adoption] (properties), max points: [ ]
  + [ ] if [active users] is at least [ ]% of [seats bought]
Group 3: [Support] (events or properties), max points: [ ]
  - [ ] if [open tickets] is more than [ ]
Group 4: [Commercial] (properties), max points: [ ]
  - [ ] if [renewal date] is within [ ] days and no meeting booked

Thresholds: Healthy [ ]+, Neutral [ ] to [ ], At-risk below [ ]
What each status means we do: [At-risk: personal check-in within 2 business days]
Review date: [one quarter from today]

Subject: Checking in on [product] at [company name]

Hi [first name],

I look after [company name] here at [your company], and I wanted to check in properly rather than send another newsletter.

When we started, the goal was [goal in their words]. I'd love to hear how that's going and whether anything has got in the way, whether that's [product] itself, time, or a change on your side.

Would 20 minutes this week or next work? Here are a few times: [link or times]. If it's easier to reply with a couple of lines, that's great too.

[CSM name]

1. Accounts that moved to At-risk since last week: [list from Health status]
   For each: does the owner agree? What will we do, and by when?
2. Accounts that moved up: what changed, and is there an expansion or referral conversation?
3. Any account where the score feels wrong: which rule caused it? Note it for the quarterly review.
4. Renewals in the next [90] days that are not Healthy: owner and next step.