Feature Documentation

Go to Admin → Invite Codes in the sidebar → click Generate Code → share the code and the login URL (app.cshubb.com) with your team member.

• Each invite code is single-use by default
• Admins can revoke codes instantly
• Members only need the code on first login — not on subsequent logins
• The 15-day trial includes 3 free users. Starter and Growth have no included seats — every seat is billed per-user, added anytime from the billing panel

Each account record holds up to 16 built-in fields:

If you set a Health Score 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.

The search bar filters instantly across name, CSM, industry, and region as you type.

The 7-dimension filter bar lets you slice by:

• Tier (SMB / Mid-Market / Enterprise)
• Status (Active / At-Risk / New / Churned)
• Health (Low / Medium / High)
• Churn Risk (Low / Medium / High / Critical)
• Region
• Industry
• CSM Owner

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.

Click any account row to open the Quick Panel → go to the Notes tab. 6 manual note types + 1 automatic log:

• Call — log check-in or call outcomes
• Email — record key email threads
• Risk Flag — document escalation or health concerns
• Follow-up — action items with context
• QBR — pre/post QBR documentation
• General — anything else
• Stage Change (automatic) — logged whenever the account moves Pipeline stages, zero manual effort

The log shows the last 30 days by default, with a one-click "View all" to see full history — faster to scan, nothing is ever deleted. Notes are timestamped, attributed to the author, and visible to all workspace users.

• Total ARR, MRR, ARR at Risk, Expansion ARR, NRR, Avg Health, Avg NPS, Churn MRR — at a glance
• ARR breakdown by Tier, Status, Region, and Industry with horizontal bar charts
• Renewal windows — accounts due in 30 / 60 / 90 days sorted by urgency
• Revenue syncs with account filters — filter accounts and revenue updates live

Revenue Intelligence is fully connected to account filters, including My Accounts. When you filter accounts by CSM, Region, or Status, the Revenue view updates to reflect only those accounts. This lets you build instant revenue snapshots for any segment of your book.

The Pipeline module is a customizable Kanban board — define anywhere from 3 to 7 stages, your own labels and order, and edit them whenever your process changes.

• Each card shows account name, health score, and current status
• Filter cards by: Active · At-Risk · New · Churned — non-matching cards dim for context
• Star any account from the board to flag it as a priority
• Click any card to open the full account Quick Panel

Momentum runs AI trajectory predictions across your book — surfacing where accounts are heading, not just where they are today.

• Churn Risk Forecast — a 0–100 probability score with the reasoning behind it, based on health trajectory, ARR, MRR, NPS, pipeline stage, and renewal proximity
• Expansion Signal — flags accounts trending toward upsell readiness
• Win-Back alerts and Biggest Movers — accounts whose health score changed the most week-over-week, in either direction

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 visible elsewhere.

Go to AI Settings in the sidebar. Four providers are supported:

Starter includes the first 3 tools. Growth includes all 5, plus LM Studio for fully offline inference.

Every AI tool factors in trend data — how Health, NPS, Usage, ARR, and MRR have moved over the last 30 days — not just a single snapshot in time.

It also pulls in active Success Plans, in-flight Playbooks, and the CSM's most recent notes for that account, alongside your custom fields with their actual labels, so the recommendation reflects the full picture — not just the numbers.

Every AI run is saved automatically. Clicking History on any AI tool shows all previous runs. Delta tracking compares the latest run to the previous one and highlights what's new, removed, and unchanged — so you can see exactly what changed week-over-week without re-reading everything from scratch.

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

Open any account's detail modal → Playbook tab → select a Playbook → Assign. Each CSM marks steps done, in-progress, or at-risk as they work through them.

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), catching accounts declining fast even before they cross an absolute threshold.

Yes — click Run Playbook on any account to manually launch a response plan on demand, anytime, without needing a trigger condition to fire first.

Admins can permanently delete a mistaken or duplicate Playbook run. The deletion itself stays 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.

When a trigger condition fires, snooze it instead of acting immediately — quick presets like 1 hour, 3 hours, tomorrow 9am, in 2 days, or next week, or pick any custom date and time from the calendar. You can also dismiss a triggered Playbook outright.

Playbooks follow the account, not the original CSM. Reassign an account to a different CSM and every open Playbook task moves with it instantly — nothing gets stranded under the old owner.

Playbooks are available on the Growth plan and during the 15-day free trial. They are not included on Starter — email founder@cshubb.com to discuss plan options.

Per-account goals with owners, due dates, and milestones — a structured framework for every QBR conversation, visible directly from the account detail view.

• Add goals with descriptions, due dates (calendar picker), and assigned owners
• Mark goals complete, in-progress, or at-risk at any time
• Each account can have as many goals as needed — no cap

Success Plan Templates (Growth) let admins define reusable plan blueprints — pre-set goals, milestones, and due-date offsets — that any CSM can launch from with one click. Instead of rebuilding the same plan structure for every Enterprise onboarding or QBR cycle, create it once as a template and the full plan populates in seconds.

• Admins create and manage templates under Success Plans
• Each template can include multiple goals with relative due-date offsets (e.g. 'Goal 1 due in 7 days, Goal 2 due in 30 days')
• Any CSM launches a full plan from a template instantly — all goals and structure pre-filled
• Templates do not limit or replace manually-built plans

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.

• Book, edit, and cancel meetings in a few clicks
• Every meeting synced to a specific account — not a separate, disconnected calendar app
• Visible in the account detail view alongside activity, health, and AI actions

Go to Import / Export → Export section:

• CSV export — all accounts in spreadsheet-compatible format (all plans)
• JSON export — full structured data export for backup or migration (Growth only)
• Before bulk delete — CSHUBB shows an export-first modal to ensure you have a backup

Starter: up to 5 custom fields per account. Growth: up to 20.

The Admin panel is visible only to users with the admin role. It contains:

• Users — view all workspace members, block/unblock instantly
• Invite Codes — generate, track, and revoke invite codes
• Usage Logs — audit trail filterable by user and event (210+ event types on Growth), grouped by module: Accounts, Pipeline & Success, Playbooks, Billing, Meetings, Alerts, Momentum, AI Tools, Admin, Data & Privacy, Platform
• Help Requests — support tickets with status workflow (Open → In Progress → Resolved)
• Data & Privacy — submit user or full-workspace erasure requests
• Webhooks — create and manage webhook endpoints, including Alert Webhooks (Growth)
• Org Control — feature flags, plan settings, API key policy

Go to Admin → Users. You can:

• Block a user — they see a blocked screen immediately, database-level enforcement
• Unblock a user — access restored on next login
• View the last login date and role for each user
• Generate a new invite code for a user who lost theirs

Go to Admin → Org Control. Feature flags control which modules and capabilities are active for your workspace. The CSHUBB team can manually override flags — for example, to grant trial access to a Growth feature during an evaluation.

Webhook limits: Starter (10 endpoints) · Growth (20 endpoints + HMAC signing).

Native one-click connectors for HubSpot, Zoho CRM, and Freshworks — available on Growth. Salesforce is coming soon. For any other tool, use Generic Webhooks under Admin → Webhooks.

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

• Zapier — use Webhooks by Zapier trigger
• Make (Integromat) — use HTTP module as webhook receiver
• n8n — use Webhook node
• HubSpot, Freshdesk, Sprinto — direct integration with documented field mappings

A two-layer backup strategy: automated daily backups via Supabase, plus an independent weekly export encrypted client-side (AES-256-GCM) before upload to a separate Cloudflare R2 bucket entirely outside Supabase's infrastructure. Table coverage is auto-discovered, so any new data table is included in the next backup automatically, with a pagination-safe export so large tables are never silently truncated.

By default, all data is hosted on Supabase/AWS in ap-southeast-1 (Singapore), SOC 2 Type II certified. EU data residency is available as a dedicated option for customers who require it contractually — email security@cshubb.com to discuss.

Two ways to request deletion:

• Profile drawer (click your name in the sidebar) → Account Actions → ⚠ Request Account Deletion
• Help & Feedback → Request Type → Request Account Deletion

Requests are processed within 5 business days. All personal data and associated account records are permanently removed. You can also email support@cshubb.com directly.

CSHUBB monitors every account in your workspace in real time. When something needs attention — a renewal approaching, a health score dropping — your CSM is notified with the account name, what changed, and a recommended next action.

The core goal: eliminate the Monday morning manual review. CSMs no longer need to scan every account to find the ones at risk — CSHUBB surfaces them automatically.

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 worth surfacing again rather than firing once and forgetting.

Go to AI Settings → Alert Settings. Each CSM configures their own — no org-wide policy by default.

Starter — in-app log:

• Renewal warning — configurable days threshold (default: 30 days)
• Renewal critical — second alert closer to renewal (default: 7 days)
• Health score below floor — alert when score drops below your threshold (default: 60)
• Health drop velocity — alert when score drops X points in 7 days (default: 15 pts)

Growth — all of the above, plus Email + Slack delivery and:

• No contact in 30+ days — account going quiet
• Expansion opportunity detected — high usage + high NPS + low tickets
• Onboarding stalled — account stuck in a pipeline stage
• CSM Away Redirect — reroute alerts to a backup email

Every alert includes:

• Account name and tier
• What triggered the alert (e.g. 'Health dropped from 78 → 52 in 7 days')
• Renewal date and days remaining
• Last contact date
• A recommended next action (e.g. 'Schedule QBR this week. Use QBR Talking Points AI before the call.')
• A direct link to open the account in CSHUBB

Slack messages also show which CSM the alert is for — by name and email — since teams often share one channel.

Outgoing Alert Webhooks (Admin → Alert Webhooks) push alert events to Zapier, Make, n8n, or your own endpoint. Payloads are HMAC-signed, with per-endpoint filters (alert type / CSM / ARR / health / stage) and automatic retry-on-failure.

CSHUBB posts account alerts directly to your team's Slack channel — appearing as a branded "CSHUBB" app with your logo, not a generic webhook message.

This is an org-wide setup — an admin configures one Slack webhook URL and the whole team benefits. Individual CSMs don't need to configure anything beyond enabling Slack in their own alert settings.

Each Slack message includes:

• A header with the alert type (e.g. '⚠️ Renewal Risk — Acme Corp')
• Account name, tier, and what triggered the alert
• Current health score, renewal days remaining, last contact date
• Which CSM the alert is for — by name and email
• Recommended next action
• A button linking directly to the account in CSHUBB

The message appears under the app name CSHUBB with the CSHUBB logo — not as a generic 'Incoming Webhook'.

Every alert attempt is logged in the alert log with a status of sent or failed and the exact error message. To fix: regenerate the webhook URL in your Slack app settings and update it in CSHUBB → Alert Settings.

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. Day-to-day changes like adding seats are instant once your plan is active. No Stripe, no credit card required — payment is via UPI, bank transfer, or USD wire.

Every CSHUBB invoice includes:

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

Seats are billed per-user on both Starter and Growth — there are no included seats on either paid plan. Only the 15-day trial includes free seats (3 users).

Starter caps at 1,000 accounts. Growth caps at 2,500 accounts. A +250 accounts add-on stack is available on both plans. Starter: max 3 stacks (1,750 accounts total). Growth: unlimited stacks, no cap.

UPI — instant confirmation. Use the invoice number as the payment remark.

Bank transfer (NEFT/IMPS) — use the invoice number as the transfer remark. Plan activates within 24 hours of confirmation.

USD wire transfer — for international customers. Details provided on the invoice.

No credit card processing. No Stripe.

+250 accounts is available on both Starter and Growth. 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 — full event log with 210+ event types
• Email Digests & Automated Reports — scheduled email summaries

All seats are billed per-user — there's no bulk-seat add-on. Email founder@cshubb.com for add-on pricing. All add-ons are included during the 15-day trial.