Customize a Customer Health Score in Hubspot

Configuring a customer health score in Hubspot helps customer success teams quickly see which accounts are thriving and which need attention, using clear, consistent criteria inside the customer success workspace.

This guide walks you through how health scores work, how to enable them, and how to edit the scoring criteria so they match your own customer success strategy.

How the Hubspot customer health score works

In the customer success workspace, a health score is a weighted blend of multiple customer signals. Each signal contributes points, and the total points place a customer into a status such as healthy or at-risk.

You pick the factors that matter most to your business, for example:

• Seat or license usage
• Product adoption and feature usage
• Support ticket volume or sentiment
• Renewal or contract data
• Payment and billing history

Hubspot then evaluates your rules and assigns a health status automatically to each customer record in the workspace.

Access the customer success workspace in Hubspot

Before you adjust a health score, you need access to the customer success workspace where all scoring rules live.

1. Sign in to your Hubspot account.
2. Navigate to the Customer Success or Service section of the main navigation.
3. Open the Customer Success Workspace from the available tools.

The workspace will show you a list of customers (usually companies or accounts) and their current health status based on existing scoring rules.

Open the Hubspot health score settings

Health score customization is handled from the workspace settings area. Follow these steps to reach it:

1. Inside the customer success workspace, locate the settings or configuration icon, often displayed as a gear.
2. Select the option that refers to Health score, Customer health, or Scoring.
3. Open the health score configuration panel to view all existing rules and categories.

From this panel, you can create new scoring rules, edit existing ones, reorder criteria, and review how each rule affects the overall score.

Key components of a Hubspot health score

A well-designed health score in Hubspot usually includes three core elements: data sources, conditions, and weightings.

Hubspot data sources for health scoring

Your scoring rules are built on properties and events that already exist in your CRM. Typical sources include:

• CRM properties on contacts, companies, or deals (for example, number of active users or renewal date).
• Product usage events if you integrate application or feature usage with Hubspot.
• Support and ticket data from your help desk, such as open tickets or time to resolution.
• Revenue indicators like monthly recurring revenue, upgrades, or downgrades.

Confirm that each field you plan to use for scoring is kept up to date, either through integrations, workflows, or manual updates.

Conditions and logic in Hubspot scoring rules

Each scoring rule uses conditions to determine when points should be added or removed. Examples of conditions include:

• Number of logins over the last 30 days is greater than a threshold.
• Next renewal date is within a specific time window.
• Customer has more than a certain number of unresolved tickets.
• Last activity date is older than a set number of days.

Using clear, measurable conditions ensures your Hubspot health score remains consistent and easy to audit.

Weights and point values in Hubspot health scoring

Not every signal has the same importance. That is why each rule is associated with a specific point value or weight.

• Positive signals add points (for example, high product usage or long-term contract).
• Negative signals subtract points (for example, high churn risk behaviors or billing issues).

By adjusting point values, you create a balanced score where the most critical customer behaviors have the greatest impact on the final status.

Steps to customize your Hubspot health score

Once you understand the components, you can begin tailoring the health score to match your own success model.

1. Review existing Hubspot health criteria

Start by reviewing any default or previously configured criteria in your Hubspot account.

1. Look at the full list of rules in the health score panel.
2. Identify which rules reflect your current strategy and which are outdated.
3. Check whether point values are aligned with your priorities.

Make a short list of criteria to keep, edit, or remove.

2. Add new scoring rules in Hubspot

To add a new rule:

1. Click Add rule or similar within the health score settings.
2. Select the object and property you want to evaluate, such as company property or ticket property.
3. Define the condition (greater than, less than, is known, date within range, and so on).
4. Assign a point value indicating how strongly this rule should affect health.

Use a mix of product usage, engagement, and support-related rules for a more complete view of customer health.

3. Edit or remove outdated Hubspot rules

To keep your health score accurate over time, you may need to modify or delete rules.

• Open each rule and confirm whether the condition still applies.
• Adjust point values if the impact on health should be stronger or weaker.
• Remove rules that no longer reflect your product or service model.

Regular audits of your Hubspot health score help prevent conflicting or redundant rules.

4. Set thresholds for health status in Hubspot

Most setups categorize customers into health segments based on the total score.

Examples of threshold ranges include:

• Healthy: score above a specified upper threshold.
• Neutral: score within a middle range.
• At risk: score below a lower threshold.

In the health score settings, define the numeric ranges that reflect your internal definitions of risk and success. These ranges drive the color coding and labels you see in the customer success workspace.

Validate and monitor your Hubspot health score

After customizing the health score, you should validate that it mirrors reality for existing customers.

Spot-check customer records in Hubspot

Open a sample of customer records across different segments, such as:

• Long-term, highly engaged customers
• New accounts still in onboarding
• Customers with known risk factors

Confirm that the assigned health status aligns with what your team knows about each account. If it does not, revisit the score rules and thresholds.

Use the Hubspot customer success workspace daily

Your customer success team should use the workspace to prioritize work based on health status.

• Filter customers by health to focus on at-risk accounts.
• Combine health score with renewal date filters to drive outreach.
• Monitor shifts in health after campaigns or product changes.

Over time, this daily usage will reveal whether your criteria need more tuning.

Best practices for maintaining a Hubspot health score

A health score is not a one-time project. Maintain and optimize it as your product, customers, and strategy change.

• Review scoring rules at least quarterly with stakeholders from success, sales, and product.
• Verify that all properties used in rules are still populated and accurate.
• Document your scoring logic so new team members understand how Hubspot calculates health.
• Test incremental changes instead of overhauling everything at once.

These habits keep your health score trustworthy and actionable.

Additional resources for Hubspot health scoring

For the most detailed, up-to-date instructions and screenshots, refer directly to Hubspot’s official documentation on customizing a health score in the customer success workspace:

Customize a health score in the customer success workspace

If you need strategic guidance on defining the right health score model for your company or setting up advanced integrations with your CRM, you can explore consulting and implementation services from Consultevo.

By tailoring a clear, data-driven customer health score inside Hubspot, your team can identify risk earlier, focus on high-value accounts, and drive better retention results across your customer base.

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