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).

• 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

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.

• 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 Summary, Risk Flag, Follow-up, QBR Note, Escalation, or General. Visible to all workspace users, synced in real time. Access via the Quick Panel (click any account row → Notes tab).

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.

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.

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.

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

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.

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.

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.

Every new workspace gets a 15-day free trial with full access — all 5 AI tools, all 4 AI providers including LM Studio, custom fields, webhooks, and unlimited accounts. No credit card required.

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

CSHUBB offers three tiers — a 15-day free Trial, Starter, and Growth. Pricing is not publicly listed at this stage.

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 10 users and 1,000 accounts. Growth is unlimited.
• 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 set up your plan. Payment via UPI or bank transfer — invoice generated instantly, plan active within 24 hours of payment confirmation.

Yes, on the Starter plan only (Growth includes everything 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

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

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.

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 watches every account in your workspace every 6 hours. 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.

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 · Snooze (1h–72h)
• 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. CSHUBB has a built-in 48-hour deduplication guard. The same alert type will not fire for the same account more than once within 48 hours, even across multiple cron cycles. The window resets once the risk condition resolves.

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 with snooze support.

• 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 complete billing panel inside the workspace. Admins manage plan, seats, add-ons, invoices, and payment history — without emailing anyone. No Stripe, no credit card required. Payment is via UPI or bank transfer.

• Admin → Plan & Billing → click Upgrade → select Starter or Growth
• Configure seat count + any add-ons (Starter only)
• Click Generate Invoice — an auto-numbered invoice is created (e.g. CSHB-2026-0001)
• Pay via UPI or bank transfer 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.

• 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.

Starter plan users can activate optional add-ons. Growth includes all of these 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 add-ons are included during the 15-day trial. Email founder@cshubb.com for pricing details.

• 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.