Frequently asked
questions about CSHUBB

CSHUBB is a private, invite-only Customer Success workspace built for SaaS teams — a secure hub to track account health, manage renewals, visualise revenue, monitor churn risk, and run AI-powered workflows, all in one place.

It replaces fragile spreadsheets without the $30K/year cost of enterprise tools like Gainsight or Totango.

CSHUBB offers invite-only access with a 15-day free trial. Visit join.cshubb.com, submit a request with your name, work email, and company, and we'll provision your workspace within minutes with an invite code.

Already have access? Log in at app.cshubb.com.

Enter your full name, work email, organisation name, and invite code. CSHUBB sends a magic link to your email — click it and you're logged in. No passwords. No lengthy setup.

Go to Admin → Invite Codes, generate codes, and share with your team. User limits by plan: Trial (3 users), Starter (up to 10), Growth (unlimited).

Most teams see their first meaningful output within 35 minutes:

• 15 min — Import accounts via CSV
• 5 min — Configure AI (paste free Groq key)
• 10 min — Set up one Alert and one Report
• 5 min — Invite your team via invite codes

Your first automated report or alert fires within 24 hours. No implementation team, no mapping sessions, no 6-week onboarding.

• 5 min — Log in, explore the Accounts module
• 15 min — Download CSV template, fill in accounts, import
• 5 min — Set up Groq AI (free key from console.groq.com)
• 10 min — Invite your team via invite codes

No professional services. No 6-week onboarding.

Go to Import / Export → download the CSV template → fill in your data → drag and drop to import.

Supported columns: name, csm, tier, industry, region, status, health, arr, mrr, nps, usage, tickets, renewalDays, stage, expansionFlag, churnRisk, tags

Yes — custom fields are available on Starter and Growth plans. Go to Import / Export → Custom Fields → add a field name and type (text, number, yes/no, date, or dropdown). Custom fields sync to all org users immediately.

• Starter — up to 5 custom fields per account
• Growth — up to 20 custom fields per account

If your plan changes to a lower cap, nothing is ever deleted. You get a picker to choose which fields stay active — the data on deselected fields stays safe and reactivates instantly if you upgrade again.

Health Score has two modes. If you set a number yourself, that manual entry always wins — CSHUBB never overrides it.

Leave the field blank and CSHUBB auto-calculates it from Usage %, open Ticket count, and NPS — a weighted formula with NPS-aware reweighting if NPS is missing for that account. Accounts using the computed score show a small auto badge so you always know which is which.

Toggle My Accounts once and it applies consistently across Accounts, Revenue, Pipeline, and Momentum — every module instantly reflects only your own book of business instead of the org-wide pool. Makes the workspace feel personal rather than shared.

Select multiple accounts → click Edit in the bulk bar. Only fields you fill in are updated — blank fields skipped. Changes sync instantly. Both bulk edit and bulk delete are available on Starter and Growth plans.

Deleting an account fully cleans up every related record — notes, playbooks, custom field values, history — so nothing is ever left orphaned behind a deleted account.

• CSV export — all plans including Trial
• JSON export — Growth plan only (full structured export for backup or migration)

Use the search bar to find any account by name, CSM, industry, or region instantly. Use the 7-dimension filter bar to slice by Tier, Status, Health, Churn Risk, Region, Industry, and CSM simultaneously.

Each account has an Activity Log for timestamped notes: Call, Email, Risk Flag, Follow-up, QBR, or General — plus an automatic Stage Change log entry every time an account moves Pipeline stages. 6 manual note types + 1 auto log = 7 activity types total. Visible to all workspace users, synced in real time. Access via the Quick Panel (click any account row → Notes tab).

The log shows the last 30 days by default, with a one-click View all to see full history — faster to scan, and nothing is ever deleted. Every manual edit to an account (health score, ARR, status, churn risk, etc.) is now logged automatically across every edit screen in the app, not just notes you type yourself.

Yes. Click Customize Stages on the Pipeline board to define anywhere from 3 to 7 stages — your own labels, your own order — and edit them whenever your process changes. No more forcing your workflow into a fixed five-stage template.

Star any account from the Pipeline board to flag your most important customers — a quick visual marker (⭐) that helps you spot priority accounts at a glance without digging through filters.

Open any account's full edit modal to see its Customer Journey timeline — a complete, automatically-synced history of when the account moved between Pipeline stages (e.g. "Kickoff → Implementation — 07 Jun 2026"). It's generated directly from Pipeline activity, so there's nothing to log manually.

Groq is the default — fast, free, Llama 3.1 8B at 500+ tokens/sec. Get a free key at console.groq.com → paste in AI Settings → Set as Active. If your admin set an org-wide key, no setup needed.

Yes — use LM Studio, available on the Growth plan. Download from lmstudio.ai, load a model, start the local server with CORS enabled, then in AI Settings → LM Studio → enter http://localhost:1234 → Set as Active. Zero data leaves your device. LM Studio is also available during the 15-day trial.

Claude (Anthropic) — available on Starter and Growth. API key from console.anthropic.com.

Google Gemini — available on Starter and Growth. Free key from aistudio.google.com. Supports 2.5 Flash, 2.5 Pro, and Flash Lite.

Yes. Admins set API Key Policy → Org-wide key in AI Settings. One key powers AI for all team members — no individual configuration needed. Recommended for most teams.

Every AI run is saved. Delta tracking compares the latest run to the previous one and highlights: new insights (green), removed items (red), unchanged (grey). See exactly what changed in your book week-over-week.

• Health Reality Check — Starter & Growth · Analyses every dimension of an account — ARR, NPS, health score, usage, open tickets, renewal proximity, and churn risk flag — and delivers a plain-English verdict: is this account genuinely healthy, at risk, or in recovery? Includes a recommended next action so CSMs know exactly what to do next.
• Risk Verdict — Starter & Growth · Runs across your entire portfolio and surfaces the top accounts most likely to churn, each with the three strongest risk signals and a tailored save play. Filterable by CSM and Tier so team leads can review their slice without noise.
• Weekly Portfolio Digest — Starter & Growth · A curated briefing of the whole book — top renewals this week, accounts needing attention, health changes, and expansion flags — filterable by CSM, Tier, Status, and Region. Designed to replace the Monday morning account scan.
• Red Line — Growth only · QBR Talking Points generator. Takes an account's full data profile and produces structured talking points: wins since last QBR, current challenges, expansion opportunity if flagged, and agreed goals for next quarter — all derived from your actual data, not a template.
• Expansion Spotter — Growth only · Identifies accounts with expansion potential and generates a 2-sentence upsell pitch grounded in the account's usage, ARR trajectory, and expansion flag. Gives CSMs a confident opener for the conversation.

All 5 tools are available during the 15-day free trial.

Yes. Reports always pull live data at the time of send — health scores, ARR, NPS, activity logs, and Success Plan status are all current at report generation time. There's no stale cache to worry about. If an account's health drops the day before a scheduled report, the report reflects that drop.

It looks at more than just today's snapshot — it sees how an account's health, usage, and revenue have trended over the past month, plus what's already in motion (active Success Plans, in-flight Playbooks, and your own recent notes) before making a recommendation. Your custom fields, with their actual labels, are part of every analysis too.

Momentum is CSHUBB's account trajectory module — it tracks how every account evolves over time and uses AI to predict what's likely to happen next. Instead of reacting when an account churns, Momentum surfaces the drift before it becomes a problem.

It has three tabs: Biggest Movers (who changed most week-over-week), Predictions (AI-powered churn, expansion, and win-back forecasts), and Timeline (sparkline charts for Health, ARR, MRR, NPS, and Usage over time).

Momentum is available on the Growth plan only. It is also accessible during the 15-day free trial so you can experience AI predictions before committing to a plan.

For each account, Momentum generates three predictions:

• Churn Risk Forecast — a probability score (0–100) with the reasoning behind it, based on health score trajectory, ARR, MRR, NPS, pipeline stage, and renewal proximity.
• Expansion Signal — detects accounts showing upsell readiness based on positive trajectory, NPS, and ARR growth, with a score and reasoning.
• Win-Back Assessment — for at-risk or churned accounts, assesses recovery potential with a recommended re-engagement approach.

Each prediction includes a plain-English explanation so CSMs understand the "why" — not just a number. Run predictions per account or click Run All Predictions to sweep the entire portfolio.

Snapshot Now captures the current state of all accounts in your workspace as a timestamped baseline. Snapshots are also automatically captured every time an account record is saved, so the timeline builds passively.

Use Snapshot Now at the start of a new quarter, before a board review, or after a major customer event — so you have a reliable before/after baseline to compare trajectory against.

Biggest Movers ranks accounts by how much their health score changed week-over-week. Accounts improving quickly surface at the top (positive movers). Accounts quietly declining show at the bottom (negative movers) — so you catch drift before it becomes a visible problem.

Health and Momentum trend history is retained at full fidelity over time, so long-term insights stay accurate as your data grows — nothing gets averaged away or dropped as your history gets longer.

Playbooks are structured, repeatable action plans that define exactly what success looks like for each account type or scenario. A Playbook is made up of named steps with trigger conditions — for example, an Onboarding Playbook with steps like "Send welcome kit", "Schedule kick-off call", "Confirm go-live date".

Once created, any Playbook can be assigned to any account with one click from the account modal. CSMs track progress step-by-step, so nothing falls through the cracks. When a trigger condition fires, the CSM can snooze it — quick presets like 1 hour, tomorrow 9am, or next week, or pick any custom date and time — or dismiss it outright.

Playbooks are available on the Growth plan and during the 15-day free trial. They are not included on the Starter plan.

If Playbooks are important to your team, email founder@cshubb.com to discuss plan options.

• Go to the Playbooks module in CSHUBB
• Click New Playbook — give it a name (e.g. "Enterprise Onboarding", "QBR Playbook", "At-Risk Save Play")
• Add steps with action descriptions and optional trigger conditions
• Save — the Playbook is now available to assign to any account

Two ways to trigger a Playbook:

• Threshold trigger — fires when a metric crosses a fixed value (e.g. Health below 50)
• Velocity trigger — fires when Health, NPS, or Usage drops by a set number of points over a chosen time window (e.g. Health down 15+ points in 14 days) — catches accounts that are declining fast, even if they haven't crossed an absolute threshold yet

Open any account's detail modal → click the Playbook tab → select a Playbook from the list → click Assign. The Playbook steps appear under that account and each CSM can mark steps done, in-progress, or at-risk as they work through them.

You don't have to wait for a trigger — click Run Playbook on any account to manually launch a response plan on demand, anytime.

Yes — admins can permanently delete a mistaken or duplicate Playbook run. The deletion itself is still preserved in the audit trail, so there's a record of what happened and who removed it, even after the run is gone.

Yes — the moment a new Playbook triggers for one of your accounts, or an already-active Playbook's underlying value changes (e.g. the health score that triggered it drops further), you get an instant floating alert with a notification sound that stays until you dismiss it, plus an entry in your notification bell so you never miss one even if you're away from your screen.

If a trigger condition somehow fires twice for the same account, smart de-duplication gives you one clear notification instead of two conflicting workflows running in parallel.

Every open Playbook task moves with the account automatically — reassign an account to a different CSM and nothing gets stranded under the old owner. The new CSM sees the full in-progress Playbook immediately.

Playbooks are team-level templates: CSM-authored best practices your team reuses across many accounts. They're structured action steps with a defined sequence — "do this, then this, then this."

Success Plans are per-account goals: customer-facing milestones with owners, due dates, and status. They're about what success looks like for that specific customer, not the internal steps your team takes to get there.

You can use both together — assign a Playbook to drive CSM execution, while the account's Success Plan tracks the customer's agreed outcomes.

Success Plans are per-account goal trackers built directly into each account's detail view. Each plan holds one or more goals with a description, due date, assigned owner, and status — giving every customer a clear, documented path to their desired outcome.

Success Plans are visible to all workspace users, so any CSM covering an account can see what goals are active, what's due, and who owns what — without asking in Slack.

Success Plans are available on all plans — Trial, Starter, and Growth. Every workspace gets them from day one.

• Open any account → go to the Success Plan tab in the account detail view
• Click Add Goal — enter a goal description, due date (calendar picker), and assigned owner
• Save — the goal is now visible on the account
• As work progresses, update goal status to In Progress, Complete, or At Risk

Yes. Each account can have as many goals as needed — there's no cap. Add goals for onboarding milestones, adoption targets, QBR commitments, or renewal health checks. Each goal tracks independently so you can see at a glance which are on track and which are at risk.

Success Plan Templates let admins define reusable plans with pre-set goals and due-date offsets (e.g. "Goal due in 14 days", "Milestone due in 30 days"). Any CSM can launch a plan from a template in seconds — the goals appear on the account with due dates auto-calculated from today.

Templates are ideal for standardised onboarding plans, QBR prep checklists, or renewal readiness tracks. Available on the Growth plan and during the 15-day trial.

The Meetings module lets you book, edit, and cancel customer meetings, with every meeting synced to the specific account it belongs to. It's visible right inside the account detail view, so meetings live alongside everything else you know about that customer.

The Meetings module is available on all plans — Trial, Starter, and Growth. It is included during the 15-day free trial at full functionality.

Reports lets you build structured, recurring reports for accounts or your full portfolio. You configure the focus area, recipients, and schedule — CSHUBB handles the rest automatically. Reports always pull live data at send time, so every recipient sees current health scores, ARR, NPS, activity logs, and Success Plan status.

You can build reports focused on Health, Renewal Risk, Expansion Signals, or Churn. Each report pulls live data from your accounts at send time — not a cached snapshot.

Yes. Toggle on AI Summary when building a report and CSHUBB automatically generates a plain-English narrative of the account's status, risks, and recommended actions — no extra prompt needed. The AI Summary is included in every scheduled and manual send.

Set frequency (weekly, bi-weekly, or monthly) and recipients when creating the report. After that it runs automatically on schedule — no manual involvement needed. You can also use Preview & Send at any time to send immediately, independent of the schedule.

Anyone — internal CSMs, team leads, executives, or external stakeholders. You just enter their email addresses as recipients when building the report. No CSHUBB account required to receive a report.

Yes. Use the ▶ Preview & Send button on any report card to send immediately, independent of the schedule. Useful before a QBR or when a stakeholder asks for an update ad hoc.

No hard cap. Build as many report profiles as you need for different accounts, portfolio segments, or audiences — one for weekly CSM check-ins, another for monthly exec updates, another for customer-facing QBR prep.

Insights is your portfolio analytics command center. It pulls live data from every module — ARR, health scores, renewals, playbooks, NPS, usage — and surfaces it in one dashboard with charts, KPI tiles, and tables. No exports needed.

• KPI Strip — 8 tiles always visible: Total ARR, NRR, ARR at Risk, Avg Health, Expansion, Renewals ≤30d, Active Playbooks, Avg NPS
• Revenue — ARR by Tier and Status (donut charts), Top N accounts by ARR, expansion opportunities with estimated uplift
• Health & Usage — distribution bands, highest churn risk accounts, top and bottom N by health score, top N by usage
• Renewals — pipeline by time band (≤30d / 31–60d / 61–90d / >90d), overdue alerts, next N renewals table
• Playbooks — active runs, completion rate, top templates by usage, most active accounts
• CSM Leaderboard — accounts, ARR, avg health, NRR, at-risk count, and active playbook runs per CSM

Org View shows portfolio-wide aggregates. CSM View lets admins drill into any individual CSM's book to see their accounts, ARR, health, and activity in isolation. The toggle is admin-only.

Yes — use the Top N selector (10 / 20 / 30 / 40 / 50) to control how many rows appear in tables and bar charts across all Insights sections.

Yes. Every account row in Insights is clickable and opens the full account CRM view directly — no need to navigate back to the Accounts tab.

Insights is available on all plans — Trial, Starter, and Growth. The CSM Leaderboard and Org / CSM View toggle are visible to admins on all plans.

Yes. The Emails module lets you send and track customer communication directly inside CSHUBB. Email history is tied to each account so your team always has full context — no digging through inboxes or switching tabs.

Every email sent from CSHUBB appears on the account timeline alongside health signals, notes, and meetings — all in one place.

The Emails module is powered by Gmail. Connect your Google account from the Emails page and your CS outreach stays in context without leaving CSHUBB.

The Emails module is available on all plans — Trial, Starter, and Growth.

Aruvi is a full conversational portfolio query agent — not just a morning briefing. Ask it anything in plain English: which accounts are at churn risk, who hasn't been contacted in 30 days, which Enterprise renewals are coming up sorted by ARR. It reads your live data across every field and answers instantly.

Aruvi also delivers a daily Start My Day briefing — a prioritized mission list with renewal risks, momentum shifts, and recommended actions — every morning when you open CSHUBB.

No setup needed. Aruvi reads your live account data automatically — health scores, renewal windows, momentum signals, activity logs, custom fields. It reads your actual workspace, not a configuration you have to maintain.

Aruvi handles arbitrary filter and sort combinations across any field. Examples:

• "Which Growth Enterprise accounts have health below 60, sorted by ARR?"
• "Who hasn't been contacted in 30 days?"
• "Show me renewals in the next 45 days with churn risk above 70."
• "What happened in the last call with Acme?"
• "Give me a full context dump on Stripe."

It also supports single-account deep dives — full context on any account by name in one question.

Aruvi is available on all plans — Trial, Starter, and Growth.

The Blueprint Wizard runs when you first set up your CSHUBB workspace. You pick your industry and it automatically configures your pipeline stages, health score weights, playbook templates, and alert thresholds to match how CS works in your vertical — so you start with a working system, not a blank slate.

Six industry blueprints are available: B2B SaaS, HR Tech, Healthcare, Agency, Enterprise, and FinTech. There's also a Custom option to build your own configuration from scratch.

Yes — everything the wizard configures is fully editable after setup. Change pipeline stages from the Pipeline page, adjust health weights from Admin, edit playbooks from the Playbooks module. You can also re-run the wizard at any time from Admin → Operating Blueprint.

Stakeholder Intelligence lets you track named contacts per account — not just the account itself. Add Champions, Economic Buyers, Exec Sponsors, Technical Contacts, and Security contacts, each with their own role and touchpoint history.

CSHUBB supports five structured roles: Champion, Economic Buyer, Exec Sponsor, Technical Contact, and Security. Each account can have multiple contacts across any combination of roles.

CSHUBB flags any key contact who has been silent for 30+ days — no logged interaction. That signal feeds directly into the Stakeholder Change / Silent Key Contact alert type and is also picked up by Momentum as a negative trajectory signal.

Yes — CSHUBB provides a dedicated CSV import template for stakeholders. Download the template, fill in your contacts with their account and role, and upload. Stakeholders are matched to accounts automatically.

Stakeholder Intelligence is available on all plans — Trial, Starter, and Growth.

Every new workspace gets a 15-day free trial that unlocks everything Growth-tier customers get — all 5 AI tools, all 4 AI providers including LM Studio, Playbooks, Momentum, advanced webhook filtering, every alert type, per-CSM custom thresholds, custom fields, and unlimited accounts. No credit card required.

The only thing limited during the trial is seat count (3 users) — everything else is fully unlocked.

After 15 days, your workspace pauses (your data is safe) until you choose a plan. You'll receive a reminder before expiry.

Just the number of seats (3). Every other feature — alert types, webhook customization, per-CSM thresholds, AI tools, Playbooks, Momentum — is fully unlocked during your trial, exactly as it is on Growth.

CSHUBB offers three tiers — a 15-day free Trial, Starter, and Growth. Pricing is not publicly listed at this stage — there's no sales team or pricing calculator, just a direct conversation with the founder.

Seats are billed per-user on both paid plans — only the Trial includes free seats (3 users). Our early-bird founder rate is limited to our first 10 customers.

Reach out to founder@cshubb.com for pricing details and we'll get back to you personally.

The key differences that matter most:

• AI Tools — Starter has 3 (Account Pulse, Weekly Digest, Churn Risk). Growth has all 5 — adds QBR Talking Points and Expansion Spotter.
• LM Studio — Growth only. Run AI 100% offline with zero data leaving your device.
• User & account limits — Starter caps at 1,000 accounts, Growth at 2,500. Seats are billed per-user on both plans — only the 15-day trial includes free seats.
• Custom fields — Starter gets up to 5 per account. Growth gets up to 20.
• JSON export — Growth only. Starter has CSV export only.
• Webhooks — Starter can add it as an add-on. Growth includes webhooks + HMAC signing built-in.
• Support — Growth gets priority support and dedicated onboarding assistance.

Email hello@cshubb.com or book a demo call and we'll talk through your plan. Your first subscription (and any downgrade) is set up directly with our team over email rather than an instant in-app price — we confirm seat count, add-ons, and pricing personally, then send an invoice. Payment is via UPI, bank transfer, or USD wire, with the plan active within 24 hours of payment confirmation.

Yes:

• +250 accounts per stack — Starter: max 3 stacks (1,750 total) · Growth: unlimited stacks, no cap
• Universal Webhooks — Starter only (Growth includes this by default) — connect CSHUBB to Zapier, Make, n8n, HubSpot etc.
• Audit Trail & Activity Logs — Starter only (Growth includes this by default) — 210+ event types with full attribution
• Email Digests & Automated Reports — Starter only (Growth includes this by default) — scheduled email summaries for your book

Seats are always billed per-user — there's no bulk-seat add-on. Talk to founder@cshubb.com for add-on pricing.

Go to Admin → Webhooks → New Webhook. Copy the endpoint URL and secret token, then:

• Zapier — Webhooks by Zapier trigger → paste the CSHUBB URL
• Make — HTTP module as webhook receiver
• n8n — Webhook node
• HubSpot — HTTP POST to the CSHUBB webhook URL

Webhooks support upsert, create, and update modes. HMAC-SHA256 signing included on Growth plan.

Trial — Webhooks included during the 15-day trial period.

Starter — Webhooks available as an optional add-on. Does not include HMAC signing.

Growth — Webhooks included with HMAC-SHA256 signing. No add-on needed.

Email founder@cshubb.com for add-on pricing details.

CSHUBB has native one-click connectors for HubSpot, Zoho CRM, and Freshworks — available on the Growth plan. Salesforce is coming soon.

• HubSpot — syncs Contacts & Companies via HubSpot Workflows
• Zoho CRM — syncs Accounts via Zoho Workflow Rules
• Freshworks — syncs Accounts via Freshsales Automation

For any other tool — Zapier, Make, n8n, Pipedrive — use Generic Webhooks available under Admin → Webhooks.

• Go to Admin → Webhooks → Native CRM Connectors
• Click + Connect next to your CRM (HubSpot, Zoho, or Freshworks)
• CSHUBB auto-generates the endpoint URL and auth token for that CRM's payload format
• Copy the URL and paste it into your CRM's workflow automation (HubSpot Workflow, Zoho Workflow Rule, or Freshsales Automation)
• Accounts start syncing automatically in upsert mode — new accounts are created, existing ones are updated

No API keys. No developer. Setup takes under 2 minutes.

Native CRM connectors auto-configure the endpoint, authentication, and payload format specific to each CRM. You don't need to map fields or configure anything — one click generates a ready-to-paste URL.

Generic Webhooks are flexible endpoints that accept any HTTP POST payload. Use them with Zapier, Make, n8n, Pipedrive, or any custom tool. They require you to configure the payload format on the sending side, and support token auth and HMAC secret signing for security.

Supabase Row-Level Security (RLS) enforces strict data isolation at the database engine level. Every row is scoped to your org — it is architecturally impossible for another workspace's queries to return your data.

Never. CSHUBB uses passwordless magic link authentication via Supabase Auth. No passwords are ever stored, transmitted, or managed.

AI prompts go directly from your browser to the AI provider — they do not pass through CSHUBB servers. For maximum privacy, use LM Studio (Growth plan) — data never leaves your device.

Individual keys: browser localStorage only — never sent to CSHUBB servers. Org-wide keys: encrypted at rest in Supabase, scoped to your org, protected by RLS. CSHUBB never logs or reads your keys.

Profile drawer → Account Actions → ⚠ Request Account Deletion. Processed within 5 business days — all personal data and records are permanently removed.

Only users with the admin role. The panel includes: Users, Invite Codes, Usage Logs, Webhooks, and Org Control. The first user to create a workspace is automatically admin.

Usage Logs are grouped by module — Accounts, Pipeline & Success, Playbooks, Billing, Meetings, Alerts, Momentum, AI Tools, Admin, Data & Privacy, and Platform — instead of one long flat list, so you can jump straight to the activity you care about.

Playbook, Success Plan, Billing, and Pipeline actions are all fully captured in the log, alongside every other module.

Admin → Users → revoke the user. They see a blocked screen immediately. Revocation is enforced at the database level — their session becomes invalid instantly.

Yes. Go to Workspace Settings → Workspace Preferences → Display Currency and choose between USD, EUR, or INR. Every revenue figure across the workspace — ARR, MRR, previews, and reports — instantly reformats with the right symbol and shorthand (K/L/Cr for INR, K/M/B for USD & EUR).

A dedicated Admin → Data & Privacy tab that helps you keep your workspace's data sane when someone leaves the org. Admins can submit a Request User Erasure (remove a specific person's data) or a Request Full Workspace Erasure — both routed to the CSHUBB team for processing, with the same data-handling guarantees as our standard deletion workflow (see Security → Data Erasure).

Help & Feedback is a built-in ticketing channel straight to the CSHUBB team — not an internal helpdesk. Any user or admin can submit feedback, a bug, a feature request, or a question directly from the portal; CSHUBB is instantly notified at support@cshubb.com.

Admins get an org-wide view of every request raised by their team (read-only — status is set by CSHUBB, not by org admins). Users see only what they personally submitted. As the CSHUBB team works a ticket, its status — Open → In Progress → On Hold → Resolved — updates live in your portal, with further detail communicated over email.

CSHUBB monitors every account in your workspace in real time. When something needs attention — a renewal approaching or a health score dropping — your CSM is notified with the account name, what changed, and a recommended next action. Growth plan delivers alerts via email and Slack; Starter shows alerts in the in-app alert log.

Health alerts notify you only when something actually changes — not on a timer. Renewal reminders are different: they resurface periodically while you're inside the warning or critical window, since the countdown itself is moving information worth seeing again.

The goal: eliminate the manual Monday morning account review. CSHUBB surfaces at-risk accounts automatically so CSMs can act, not scan.

• Trial — All alerts active during the 15-day trial so you feel the value immediately
• Starter — Renewal warning, Renewal critical, Health floor, Health drop velocity
• Growth — Everything in Starter + No-contact alerts, Expansion opportunity, Onboarding stalled · Email + Slack delivery + CSM Away Redirect

Go to AI Settings → Alert Settings. Every CSM sets their own thresholds independently — no org-wide policy.

• Renewal warning — default 30 days · range 2–90 days
• Renewal critical — default 7 days · range 1–30 days
• Health floor — alert when score falls below this · default 60 · range 30–80
• Health drop velocity — alert when score drops X points in 7 days · default 15 pts · range 5–30

A CSM covering Enterprise accounts may want alerts at 45 days. One covering SMB might prefer 20 days. Each CSM decides independently.

No — alert behavior is matched to the type of signal. Health alerts (health floor, health drop velocity, no-contact, expansion, onboarding stall) fire only when something actually changes, so a flat score that hasn't moved doesn't re-notify you. Renewal reminders intentionally repeat periodically while the account stays inside the warning or critical window — the countdown is moving information, so it's surfaced again rather than fired once and forgotten.

Yes — outgoing alert webhooks are wired directly into the real alert engine. Configure your endpoint, choose which alert types and account segments should trigger it, and it fires automatically going forward on real account alerts (renewal, health drop, churn risk, etc.) — not just on a manual test click.

Yes. Any custom field you've created in CSHUBB can be included in outgoing webhook payloads — just toggle Custom Fields on when setting up the endpoint. No extra mapping required.

Yes — CSHUBB supports browser push notifications as a third delivery channel alongside email and Slack. Enable it in Alert Settings and your browser will surface alert banners in real time, even when you're not on the CSHUBB tab. Growth plan.

Yes. CSHUBB lets you write a per-alert-type Slack message template — a different message for Renewal Critical, Health Drop, No-Contact, and so on. Templates support dynamic placeholders like {{account_name}}, {{health_score}}, and {{renewal_date}}, with a live preview so you see exactly what will post before saving.

CSM Away Redirect lets an admin route one CSM's alerts to a teammate while they're out. Set the redirect, name the covering CSM, and all incoming alerts for that CSM's accounts go to the cover rep automatically. When the CSM returns, revert with one click — no manual reassignment of accounts needed. Growth plan.

Account alerts post directly to your team's Slack channel using a Slack Incoming Webhook URL — configured once by an admin, benefiting the whole team. Setup takes about 5 minutes.

Slack and email delivery are available on the Growth plan. Starter plan receives alert notifications via the in-app alert log.

• Go to api.slack.com/apps → Create New App → From Scratch → name it "CSHUBB"
• Features → Incoming Webhooks → Activate → Add New Webhook → select your #cs-alerts channel
• Copy the Webhook URL (starts with https://hooks.slack.com/services/...)
• In CSHUBB → AI Settings → Alert Settings → paste the URL → Test Webhook → Save

Optionally upload the CSHUBB logo in your Slack app settings so alerts appear with the branded icon. Takes about 5 minutes total.

Each Slack message shows: account name and tier, what triggered the alert, current health score, renewal days remaining, last contact date, recommended next action, and a button to open the account directly in CSHUBB. It appears under the app name CSHUBB — not "Incoming Webhook".

Every alert attempt is logged in the alert log with a status of sent or failed and the exact Slack error message. If the webhook fails, regenerate a new URL in your Slack app settings and update it in CSHUBB → Alert Settings. Email support@cshubb.com if you need help.

CSHUBB has a billing panel inside the workspace where admins view plan, seats, add-ons, invoices, and payment history. Your first subscription (and any plan downgrade) is set up directly with our team by email rather than an instant in-app checkout — we confirm seat count, add-ons, and pricing personally before generating the invoice. No Stripe, no credit card required — payment is via UPI, bank transfer, or USD wire.

• Email founder@cshubb.com or book a demo call to start your Starter or Growth subscription
• We confirm your seat count and any add-ons together, then send an auto-numbered invoice (e.g. CSHB-2026-0001)
• Pay via UPI, bank transfer, or USD wire using the invoice number as the payment remark
• Plan activates within 24 hours of payment confirmation

Your workspace data and accounts are fully preserved during upgrade. If your trial expired and the workspace paused, it reactivates immediately once the plan is confirmed. Adding more seats afterward is instant from the billing panel.

• Auto-numbered invoice ID (CSHB-2026-0001 format)
• Line items: base plan, per-user charge, any add-ons
• Payment instructions and remark to use
• Legal note: GST not applicable (MSME Sole Proprietorship, India)
• Pending / Paid status — updated within 24 hours of payment

Invoices download as professional PDFs. Email support@cshubb.com if you need a custom billing name or address.

+250 accounts is available as an add-on on both Starter and Growth, for workspaces that outgrow the base account cap. Starter can add up to 3 stacks (+750 accounts, 1,750 total max). Growth has unlimited stacks with no cap. The rest are Starter-only add-ons — Growth includes them by default:

• Universal Webhooks — connect CSHUBB to Zapier, Make, n8n, HubSpot etc.
• Audit Trail & Activity Logs — 210+ event types with full attribution
• Email Digests & Automated Reports — scheduled email summaries for your book

All seats are billed per-user — there's no bulk-seat add-on.

All add-ons are included during the 15-day trial. Email founder@cshubb.com for pricing details.

Proration is calendar-accurate — add a teammate mid-month and you're billed only for the exact number of days remaining in that billing month, never a flat 30-day estimate.

If more than 20 days remain in the current billing cycle, you get an automatic prorated credit for the unused time. Inside the last 20 days, no charge is owed either way — removal is free and clean.

Removing a seat is a permanent, confirmed action — you see the exact credit (or lack of one) before committing. That specific seat can't be silently reactivated or reused, which keeps your billing and access records clean and auditable.

Your Live Credit Balance is shown directly on the Plan & Billing page — any pending credit from a seat removal is applied automatically and shows as a line item on your next invoice. No manual claim needed.

No. Suspension only ever applies to your core subscription. Add-on purchases (extra seats, modules) are billed and tracked completely separately and can never trigger a workspace suspension on their own.

Billing alerts escalate in four stages — Overdue → 3 days to suspension → 1 day to suspension → Suspended — and every workspace admin receives every stage, not just one. There's no single point of failure on "did someone see the email."

Yes. When you add a new teammate, CSHUBB automatically checks whether you already have spare seat capacity on your current plan. If you do, they're added instantly. If not, you're walked straight into the seat-expansion flow — no separate support request needed.

• Status bar shows "AI offline" → no provider configured or key is invalid
• AI Settings → verify your Groq key is entered and the dot is green
• Make sure the correct provider is Set as Active
• LM Studio: confirm server is running, CORS enabled, URL and model name are correct
• Org-wide key: ask your admin to re-check the key in AI Settings

• Use the downloadable CSV template to ensure exact column headers
• Headers are case-sensitive: arr not ARR
• Health, usage, NPS: numbers 0–100. ARR/MRR: no currency symbols
• expansionFlag: true or false
• Check the feedback message below the import zone for the specific error

Check spam/junk first. Click ← Try again on the login screen to request a new link — old links expire quickly. If the problem persists, email support@cshubb.com.

Your access was revoked by a workspace admin. Contact your admin for reinstatement, or email support@cshubb.com if you believe this is an error.