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Bringing Structure to Customer Success with HubSpot at Xapien

Xapien implemented HubSpot Service Hub to move Customer Success operations from spreadsheets into a structured system, enabling the team to manage onboarding, track customer health, manage renewals and upsells, and gain visibility across the entire customer lifecycle.

100%

03
Customers Managed in HubSpot Onboarding & Renewal Flows

 

Industry

Due Diligence

Company Size

75+ Employees

Product

Service Hub Enterprise

AI DUE DILIGENCE PLATFORM

About Xapien

Xapien is redefining enterprise due diligence for today’s evolving risk landscape. Its AI-powered platform enables organisations to assess third-party risk with unparalleled accuracy, delivering comprehensive intelligence at commercial speed without compromising quality.

Trusted by organisations across financial services, legal, compliance, and corporate sectors, Xapien provides complete visibility across customers, suppliers, partners, and other third parties, empowering faster, more confident decision-making while reducing operational risk.

By combining cutting-edge AI with deep domain expertise, Xapien is setting a new standard for enterprise due diligence, helping organisations make informed decisions faster while maintaining the highest levels of accuracy and trust.

Xapien

The Scaling Challenges

As Xapien’s customer base continued to grow, the existing Customer Success processes that had supported the business in its earlier stages naturally needed to evolve. The goal was to bring customer information, renewals, and operational processes together within HubSpot, creating greater consistency, visibility, and a scalable foundation for the growing Customer Success team.
  • As Xapien grew, Customer Success information, onboarding, services, and contract details were managed across spreadsheets and manual processes. While this supported the business in its earlier stages, the team needed a more connected and scalable way to manage customer information and maintain consistency across the customer lifecycle.
  • As the business grew, the team relied on external tools to track recurring revenue, contract duration, and upcoming renewals. Bringing this information into HubSpot would provide a more connected view of customer revenue and make it easier to support renewals and long-term planning.

  • As the business scaled, key Customer Success processes and system knowledge were shared across a small number of experienced team members. Centralising this knowledge within HubSpot would make it easier to onboard new team members, improve consistency, and support a growing Customer Success function.

  • Sales, SDR, and Customer Success teams worked across different areas of the system. Bringing this information together within HubSpot would provide a single view of customer accounts, ownership, and activity, helping teams collaborate more effectively.

  • As the Customer Success function grew, the team wanted a more structured and scalable way to manage onboarding, customer health, renewals, and expansion opportunities. A centralised HubSpot solution would help create consistency as the team continued to grow.

The Goal Was to Build a Scalable Customer Success Operation in HubSpot

Xapien needed a structured way to manage customers post-closing, including onboarding, service delivery, renewals, and revenue visibility. The goal was to centralise Customer Success within HubSpot, introduce health scoring and renewal tracking, and provide the business with clear visibility into customer revenue and lifecycle stages.

Centralise Customer Success operations

Track contract value and renewals

Introduce customer health scoring

Structure onboarding and customer management

Improve cross-team visibility

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Implementing the Customer Success Workspace

To support Xapien’s rapid growth and operational needs, Pixcell implemented HubSpot Service Hub Enterprise as its centralised Customer Success platform. This established a fully structured workspace, featuring automated onboarding pipelines, proactive health scoring, and streamlined revenue tracking, giving the team complete, data-driven visibility over the entire customer lifecycle.

Customer Success Workspace & Data Structure

A dedicated workspace was created to centralise customer, service, and contract data. By establishing clear ownership and visibility, the team can now:

  • Manage accounts comprehensively at the company level.
  • Assign Success Managers directly to individual customers.
  • Track contract timelines, including start and renewal dates.
  • Segment the user base for tailored and targeted engagement.
  • Consolidate reporting to view the entire portfolio in one place.

Structured Onboarding Pipelines

Structured pipelines were implemented to create a seamless handover from Sales to Customer Success. By standardising this process, the team can now:

  • Auto-generate onboarding upon deal closure.
  • Gain portfolio-wide visibility into customer progress.
  • Flag bottlenecks and overdue tasks instantly.

Customer Health Scoring

A comprehensive health scoring system was implemented to provide Customer Success teams with a single, data-driven view of customer health.

This enabled CS team to:

  • Identify customers who weren’t maximising platform value.
  • Drive stronger adoption and engagement through proactive support.
  • Prioritise customer success activities using data-backed insights.
  • Access real-time customer health across HubSpot dashboards and records.

Renewals, Upsells & Revenue Visibility

Contract tracking, renewal management, and upsell processes were centralised within HubSpot. By establishing dedicated pipelines and comprehensive dashboards, the business can now:

  • Monitor contract details at the customer level, including active value and renewal timelines.
  • Manage expansion opportunities and upcoming renewals through clear, structured pipelines.
  • Provide leadership visibility into customer health, account ownership, and active contract metrics.
  • Forecast retention and revenue accurately across the entire customer base.

Sales to Customer Success Handoff

The handoff process was structured by making specific deal details mandatory before a sale can be marked as closed. By standardising this transition, the team can now:

  • Enforce data capture prior to deal closure to prevent information gaps.
  • Transfer complete context, including customer type, contract terms, and purchased services.
  • Facilitate a seamless transition between the Sales and Customer Success departments.
  • Initiate onboarding immediately with a comprehensive understanding of the new customer.

Business Impact & Results

The new Customer Success infrastructure delivered measurable improvements in visibility, automation, and the team’s ability to manage and grow accounts at scale.

Single Customer View

Sales and Success teams now operate from a unified system, sharing end-to-end visibility across deals, health scores, and renewals to streamline handovers.

Customer Onboarding & Health Tracking

Structured onboarding pipelines and a customer health scoring system were implemented, enabling the team to track onboarding progress, monitor customer health, and prioritise accounts requiring attention.

Renewals & Expansion Management

Contract values, renewal dates, and upsell opportunities are now tracked in HubSpot, giving leadership clear visibility into upcoming renewals and expansion opportunities.

Kyna Broadhead

CUSTOMER SUCCESS MANAGER



The team are always happy to help.

Pixcell have been amazing at getting us set up on HubSpot’s Service Hub. They took the time to understand our exact requirements and then scoped the work clearly, including expected timelines. They were always very helpful when discussing more complex setups and came back with solutions that fit our team. I’ve really appreciated the regular check-ins, and each time it felt like real progress was being made.

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Looking to Structure Your Customer Success Operation?

Pixcell helps growing companies implement HubSpot across Sales and Customer Success, including onboarding, customer health tracking, renewals, and revenue visibility, all in one platform.

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Top Clutch Hubspot Partner Consultant United Kingdom 2025