Most customer success teams don’t suffer from a lack of care or effort—they suffer from reactive design. They respond to the loudest customer instead of the most valuable one. They prep for renewals days before contracts expire. They escalate only after frustration surfaces. When churn happens, it feels like a surprise, even though the signals were always there. Not because no one noticed, but because there wasn’t a system to catch them.

This isn’t a tooling issue. HubSpot offers everything from ticketing to playbooks to workflow automation. The problem is structural: teams rely on intuition instead of infrastructure.