II. Setting Up HubSpot Success Renewal Deal Properties
Deal properties allow you and your team of Success Managers to identify and keep track of all key stakeholder data points. Deal properties are also instrumental in setting up pipeline automation and useful HubSpot Reports Dashboards for your CSM’s.
Many Success teams set up KPI’s and OKR’s based on the data they are able to gather using property data on HubSpot deals.
Here are some HubSpot Knowledgebase Articles I have found useful in setting up my Success Renewal Deal Properties:
How to Setup/Manage Properties in HubSpot
Setting Up Property Field Types in HubSpot
How to Customize the Left Side Bar of HubSpot Deal Records
How to View and Customize Record Overviews
For my CSM team, I created a custom renewal properties team view. You can set up custom renewal property team views by following the steps below:
- Navigate to your HubSpot account
- Click on the settings icon ⚙️along the top right of your account
- Navigate to Objects
- Select Deals
- Select Record Customization from the menu along the top
- Select Customize the left sidebar
- Select Create team view
- Give the team view you are creating a name along the top by clicking on the pencil icon to edit ✏️
- Be sure to Assign to HubSpot team(s). I have assigned my custom CS Renewal Properties team properties to my CSM Team and our Sales Team
- From there you can add sections in addition to your default “About this deal (account wide section) by clicking the Add section button along the top; You can customize and name the sections anything you want (i.e. Upsell, CSAT data, Revenue, etc) This will create specific sections along the left hand side bar view for your team to view
- Next you are ready to start adding properties to your new sections. Use the Section editor to the left to search for properties you have created, and want to add to the new sections you have created; Be mindful that you will need to have the section open (by clicking the carrot next to the appropriate section) in order to add properties to that section
- If you search and a property does not exist yet, HubSpot will allow you to create that property from this space and add it immediately.
Suggested baseline properties to display on your left sidebar:
About this deal property section:
- Deal owner: Main account/deal owner
a. Set up as HubSpot user field type
b. Group: Deal information
2. Sales assisted by: Instrumental for Upsell purposes
a. Set up as HubSpot user field type
b. Group: Deal information
3. Onboarding assisted by: Could be used for Onboarding CSM
a. Set up as HubSpot user field type
b. Group: Deal information
4. Implementation assisted by: Could be used for Implementation CSM
a. Set up as HubSpot user field type
b. Group: Deal information
5. Amount: Amount for next renewal year
a. Set up as Number field type; this will allow you to enter a monetary value in the field
b. Group: Deal information
6. Currency: Currency the deal is paid in
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Examples of Currency:
i. USD
ii. EUR
iii. NZD
6. Revenue Deal Type: Identifies the type of deal it is
a. Set up as a Radio select field type with the options your company needs
b. Group: Recurring Revenue Information
Revenue Deal Types to add:
i. New Business-New Sales Deal
ii. Upgrade-Upsell from original Sales deal
iii. Downgrade-Downgrade from original Sales deal
iv. Renewal-Renewal Deal
*Setting this property up will help you automate ARR reports by ARR type
7. Country: Country the deal is located in
a. Set up as Dropdown select field type
b. Group: Deal information
How to import a list of countries:
a. Select “Load options” at the bottom
b. Select “Country” from the “Choose options” list
*Setting this property up will help you automate deal distribution to members of your team
8. State (US Deals): US state the deal is located in
a. Set up as Dropdown select field type
b. Group: Deal information
How to import a list of US States:
a. Select “Load options” at the bottom
b. Select “State (United States)” from the “Choose options” list
*Setting this property up will help you automate deal distribution to members of your team
9. Region-Country the deal is located in
a. Set up as Dropdown select field type
b. Group: Deal information
How to import a list of Countries:
a. Select “Load options” at the bottom
b. Select “Country” from the “Choose options” list
*Setting this property up will help you automate deal distribution to members of your team
10. Region: US Deals-This is for the region the deal is in within the US
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Possible Regions could include:
i. Central
ii. East Coast
iii. West Coast
iv. N/A (this is important if it is a required property, but the deal is not located in the US)
*Setting this property up will help you automate deal distribution by US Region to members of your team
11. Deal size: Identifies the size of the deal
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Possible Deal sizes could include:
i. Small: Small deals are deals that have a total ARR of $10,000 or below
ii. Mid Market: Mid Market deals are deals that have a total ARR of $10,000-$50,000
iii. Enterprise: Enterprise deals are deals that have a total ARR. of $50,000+
12. Product: This allows you to identify multiple products/services your company offers
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
*Setting this property up will allow the CSM to identify potential for upsell within different products
13. Renewal year: This allows the CSM to identify the year the renewal deal is in
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Examples of Renewal years include:
i. 2023–2024
ii. 2024–2025
iii. 2025–2026
iv. 2026–2027
14. Last activity date: This will populate with the last time a call, chat conversation, LinkedIn message, postal mail, meeting, note, sales email, SMS, or WhatsApp message was logged for a deal
a. Set up as Date picker field type
b. Group: Deal information
15. Number of times contacted: This will log the number of times a call, chat conversation, LinkedIn message, postal mail, meeting, sales email, SMS, or WhatsApp message was logged for a deal record
a. Set up as Number field type
17. Notes for CSM and Admin: This is a property I created for Sales handoff notes for the CSM and Admin; Enter notes here that will help CS and Admin carry out their tasks
a. Set up as Multi-line text field type
b. Group: Deal information
Renewal contract info property section:
- Contract renewal date: This is the date the renewal customer’s contract is set to renew
a. Set up as Date picker field type
b. Group: Deal information
2. Recurring invoice date: This is the date the recurring invoice should be sent to the customer
a. Set up as Date picker field type
b. Group: Deal information
3. Ready to invoice: This is a property field to record when the deal has agreed to renew, and are ready for an invoice
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Include the following in the dropdown selections:
i. Yes
ii. No
*This property is helpful because it allows you to generate reports based off of the Ready to invoice property; I have set up reports for our invoicing manager using many of these properties
4. Renewal Invoice number: This allows the invoicing manager or CSM to record the renewal invoice number for easy reference in cases you are following up on an unpaid invoice
a. Set up as Number field type
b. Group: Deal information
5. Renewal invoice sent: This property records a specific date when a renewal invoice was sent to the customer
a. Set up as Date picker field type
b. Group: Deal information
6. Payment received: This allows an invoicing manager or CSM to record when a payment is received
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: Deal Information
Include the following in the dropdown selections:
i. Yes
ii. No
*Our invoicing manager selects yes, then adds a note to the account, tagging the lead CSM that payment was received; This allows the CSM to mark the deal Closed Won and autogenerate the following year’s renewal deal
Custom CS Deal property section: This is a deal stage task-based property section
- Date onboarding completed: CSM have to manually fill in this property field once they have successfully completed the onboarding of new customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
*Based on a workflow I have set up in the Service-Feedback section, once this date is filled in, an Onboarding CSAT is automatically generated and sent out to all contacts on the deal
2. Onboarding CSAT: I created a custom Onboarding CSAT in the Service-Feedback section with a new property called Onboarding CSAT; I created workflows to copy the new property information from the contact to the deal, and I created reporting based off of this property; I also set task notifications and automated, templated emails based on the score that populates
a. Set up as Number field type
b. Group: CS Team custom property group
*I will go into more detail on how to set up custom CSAT surveys in a future blog post
3. Date first training completed: CSM have to manually fill in this property field once they have successfully completed the first training session for new customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
4. Date implementation completed: CSM have to manually fill in this property field once they have successfully completed the implementation stage for new customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
5. Implementation/Training CSAT: I created a custom Implementation/Training CSAT in the Service-Feedback section with a new property called Implementation CSAT; I created workflows to copy the new property information from the contact to the deal, and I created reporting based off of this property; I also set task notifications and automated, templated emails based on the score that populates
a. Set up as Number field type
b. Group: CS Team custom property group
6. Date of first check-in: CSM have to manually fill in this property field once they have successfully completed the first check-in with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
7. Date of second check-in: CSM have to manually fill in this property field once they have successfully completed the second check-in with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
8. NPS Discovery score: I created a custom Discovery stage CSAT in the Service-Feedback section with a new property called Discovery NPS; I created workflows to copy the new property information from the contact to the deal, and I created reporting based off of this property; I also set task notifications and automated, templated emails based on the score that populates; This gives us a score on the likelihood that a current customer will refer a potential customer
a. Set up as Number field type
b. Group: CS Team custom property group
9. Date of third check-in: CSM have to manually fill in this property field once they have successfully completed the third check-in with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
10. Date of fourth check-in: CSM have to manually fill in this property field once they have successfully completed the fourth check-in with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
11. Health check score: CSM have to manually fill in this property field once they have successfully completed the health check meeting with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
*I will dive into what properties make up a good health score rubric in a later blog post
12. Number of support tickets: This property is automated based on the number of support tickets entered on a renewal deal; This automation is set up after creating a custom property for support tickets
a. Set up as Rollup field type
b. Calculated property Count
c. Choose the associated record property Pipeline
d. Additional Condition: If this condition is true, we will calculate this property Pipeline == Support Pipeline
13. Number of product requests: This property is automated based on the number of product request tickets entered on a renewal deal; This automation is set up after creating a custom property for product tickets
a. Set up as Rollup field type
b. Calculated property Count
c. Choose the associated record property Pipeline
d. Additional Condition: If this condition is true, we will calculate this property Pipeline == Feature requests Pipeline
14. Date of renewal chat: CSM have to manually fill in this property field once they have successfully completed the renewal chat with customers
a. Set up as Date picker field type
b. Group: CS Team custom property group
15. Referral: This allows the CSM to record when a new customer referral is made by a current renewal customer
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
Include the following in the dropdown selections:
i. Yes
ii. No
16. Churn possible: This allows the CSM to record when a churn is possible for a renewal deal
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
Include the following in the dropdown selections:
i. Yes
ii. No
*This will allow the Manager or Director of Success to generate reports on renewal deals that are in jeopardy of churning
17. Date entered churn: CSM have to manually fill in this property field once they have confirmation a deal has churned
a. Set up as Date picker field type
b. Group: CS Team custom property group
18. Churn reason: This property field allows the CS to give a churn reason in a property; it is very useful for churn reports
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
Possible churn reasons in the dropdown could include:
i. Lost to competitor
ii. Product Fit (Please specify in pinned note to deal)
iii. Support issues
iv. External factors
v. Failed deliverables
Upsell property section:
- Upsell Opportunity?: This allows the CSM to record when an upsell is possible for a renewal deal
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
Include the following in the dropdown selections:
i. Yes
ii. No
2. Upsell Product: This property allows the CSM to identify the product(s) that could have upsell potential for the renewal customer
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
*Be sure to include a dropdown list of products that would qualify for an upsell opportunity; This will allow the Manager or Director of Customer Service to report out on potential upsell product potential
3. Recurring revenue deal type: CSM can use to identify and differentiate potential Upsell revenue from the above Revenue Deal Type in the About this deal property section
a. Set up as a Radio select field type with the options your company needs
b. Group: Recurring Revenue Information
Recurring revenue deal type to add:
i. Upgrade-Upsell from original Sales deal
4. Recurring revenue amount: Amount for potential ARR of the renewal deal upsell
a. Set up as Number field type; this will allow you to enter a monetary value in the field
b. Group: Recurring Revenue Information
*This allows the Manager or Director of Customer Success to create reporting around the potential ARR of the upsell
- Status of Upsell: This property allows the CS to identify the stage the potential upsell is in
a. Set up as Dropdown select field type
b. Sort Custom
c. Group: CS Team custom property group
Possible upsell status’ in the dropdown could include:
i. Prospecting
ii. Nurturing
iii. Demo
iv. Negotiation
v. Closed Won
vi. Closed Lost
*This property will allow the Manager or Director of Customer Success to generate reports on the status of potential upsells
