The Customer Hub is your central command centre for managing customer relationships within Subrise Operations. Think of it as the place where every customer touchpoint comes together — renewals, projects, contacts, and account health — all in one unified view. Whether you’re a customer success manager keeping tabs on your book of business or a leader reviewing the overall health of your customer base, this is where you start.
Getting There
From the left-hand navigation in Subrise Operations, expand the Customer module and click Customer Hub.
Key Features
Customer Overview List
The main view presents all your customers in a searchable, sortable list. Each row shows the customer name along with key information like their renewal status, account value, and any active advisory projects. You can quickly filter and search to find specific customers or sort by different columns to prioritise your workload.
Customer Detail View
Click on any customer to open their detailed profile. This is where you get the full picture: renewal history, associated contacts, linked advisory projects, and any files or documents attached to the account. Everything you need to prepare for a customer call or quarterly review is right here.
Contacts Management
Within each customer record, you can manage all associated contacts. Add new contacts, update roles and email addresses, or remove contacts who’ve moved on. Having accurate contact information ensures your outreach — whether it’s renewal reminders, meeting invites, or project updates — always reaches the right people.
Linked Renewals & Projects
The Customer Hub pulls in data from the Renewal Tracker and Advisory Projects, so you can see at a glance whether a customer has upcoming renewals, active projects, or both. This cross-module visibility prevents the classic problem of one team not knowing what another is doing with the same customer.
Customer Files & Documents
Attach important documents directly to customer records — contracts, SOWs, meeting notes, onboarding checklists, or anything else your team needs. Files are organised per customer, making it easy to find what you need without digging through shared drives.
Customer Project Portal
For customers with active advisory projects, the Customer Hub connects to a dedicated project portal. This portal gives your customers visibility into their project progress, milestones, and deliverables — building trust and reducing the number of “where are we?” emails your team receives.
Step-by-Step: Managing a Customer
- Find your customer — Use the search bar or scroll through the customer list. You can sort by name, value, or renewal date to find who you’re looking for.
- Open the detail view — Click the customer name to see their full profile with all associated data.
- Review renewal status — Check the linked renewals section to see if anything is coming up. If a renewal is approaching, you can navigate directly to the Renewal Tracker for more detail.
- Update contacts — Switch to the Contacts tab to add new stakeholders or update existing contact information. Accurate contacts are essential for automated emails and meeting invitations.
- Attach documents — Upload any relevant files to the customer record. This keeps everything centralised and accessible to your entire team.
- Check project status — If the customer has active advisory projects, review their progress directly from the Customer Hub. Click through to the project detail if you need to update tasks or milestones.
- Share the portal — If applicable, share the customer project portal link so your customer can track their own project progress.
Tips & Best Practices
Pro Tips
- Keep contacts current — Set a quarterly reminder to audit your customer contacts. People change roles frequently, and stale contact data leads to missed communications.
- Use the Customer Hub before every call — Spend 2 minutes reviewing the customer’s profile before any meeting. Knowing their renewal date, active projects, and recent interactions makes you look prepared and professional.
- Attach meeting notes — After every significant customer interaction, upload a brief summary to the customer’s file section. This creates an invaluable history that any team member can reference.
- Leverage the project portal — Proactively sharing the portal with customers reduces inbound status requests and builds confidence in your delivery process.
- Cross-reference with renewals — Before renewal season, use the Customer Hub to identify which customers also have active projects. These customers often have higher renewal likelihood — use that as a talking point.
Frequently Asked Questions
How are customers added to the Customer Hub?
Customers are typically created through the Renewal Tracker when you upload renewal data, or they can be linked from advisory projects and proposals. Your admin can also add customers manually if needed.
Can I see all interactions with a customer in one place?
Yes — the Customer Hub aggregates renewal data, project information, contacts, and uploaded files into a single view. It’s designed to be your one-stop shop for customer context.
Who has access to customer records?
Access is controlled by your account’s role and persona settings. Customer success managers typically have full access, while other roles may have read-only or restricted access depending on your admin’s configuration.
Can customers see their own data through the portal?
If you share the project portal link with a customer, they can view their project timeline, milestones, and deliverable status. They cannot see internal notes, financial data, or other customers’ information. The portal is scoped to their specific project only.
Related Articles
- Renewal Tracker — Manage and monitor customer renewals
- Advisory Projects — Track project delivery for your customers
- Advisory Services — Configure your service catalogue
- Proposals — Create and manage customer proposals