How to Make Client Impact a Team Sport
Greg Collins, VP of Revenue at Boldr, explains why driving client impact is better as a team sport. Discover the art of rallying different departments around the customer experience to turbocharge client impact.
Articles
Subscribe for Updates
Be the first to hear about new blog posts, resources, events, and more.
Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]
We’ve assembled the latest data on churn rates for B2B SaaS companies in 2024. How does your team measure up?
How to Improve Collaboration Between Your Customer Success and Support Teams
CS and Support might work well separately, but it’s only through healthy collaboration that they can deliver stellar customer experiences. Here's how to make that happen.
How to Run a Value Certification Program For Your CS Team
Want your CS team to be strategic partners to your customers? Build a value certification program to boost their feature knowledge and improve customer conversations.
10 Note Templates Every CSM Needs (and When to Use Them)
With the right note templates, everything from hand-offs to EBRs to renewals are standardized across the team, which boosts productivity, alignment, and customer retention.
Which Metrics Matter the Most During Onboarding?
Onboarding is the most critical and important part of the customer’s experience with your business. Tracking these essential KPIs will ensure that you get it right.
10 Customer Success KPIs That Top CS Leaders Track
We chatted with 10+ Customer Success leaders from our Success Network about the metrics they rely on to track their CS team's impact in and out of their business.
How to Upskill as a CSM: 6 Pro Tips for Surviving the Current Job Market
Layoffs can happen without warning, so follow this advice and you’ll be a lot better prepared if you suddenly need to find a new gig.
How to Lead a High-Performing Customer Success Team
Your CS team's performance can make or break key customer relationships, product adoption, and the long-term success of the organization. That’s where this guide comes in.
What CROs Should Know About Customer Success Software (feat. Ed Porter)
Blue Chip CRO Owner Ed Porter shares his take on what top CROs are thinking about today, where Customer Success fits in, and how CS software makes it easier to hit goals as a CRO.
Welcome to ‘Success/ful’: Vitally's New Podcast Helps CS Leaders Strengthen Cross-Departmental Relationships
Taylor Johnston (VP of Customer Success @ Vitally) hosts conversations with some of the most effective leaders in and out of CS, sharing insights on how post-sales execs can be most effective in their roles.
How To Track The Effectiveness Of Your Customer Success Team
Customer Success touches so many aspects of your business that it can be hard to properly measure. Here's what CS leaders should really be focused on when it comes to tracking their team's efforts.
8 Survey Questions CS Teams Should Ask Their Customers, As Told by 3 Experts
NPS and CSAT don't tell the full story. This practical list of survey questions will help you understand how your customers really feel about your product.
Vitally vs. Catalyst vs. Totango: A Buyer’s Guide Breakdown
We break down the pros and cons of Catalyst and Totango based on recent reviews, and make the case of why Vitally is a great fit for businesses shopping around.
12 Time Management Strategies for Customer Success Professionals
Follow these practical frameworks and productivity hacks to achieve more and burn out less.
5 Ways Vitally Helps Finance and Billing Teams Drive More Revenue
Here's how these critical teams can benefit from using Vitally, from keeping a finger on the pulse of your business health to monitoring the status of client accounts.
Letter From the CEO: What It Takes to Survive (and Thrive) in Customer Success
Last week marked a significant moment in the Customer Success industry. I wanted to share my perspective on this change, how we're embracing it, and the milestones we've recently achieved.
The First Five Customer Success Hires at 15 B2B SaaS Companies: An Up-Close Look
What are the first roles you should hire for when you're building out a CS function? Use this data to inspire and inform your CS hiring decisions in 2024 and beyond.
How to Improve Customer Lifetime Value (CLTV) in Customer Success
Improving your Customer Lifetime Value requires a mix of personal touch with proactive insights from your CSP. In this guide, we cover four methods of making progress on your CLTV.
A Customer Success Glossary: 20 Terms CS Professionals Need to Know
These must-know terms and acronyms will help you better communicate with customers, sound super savvy in front of your teammates, and most importantly, hit your revenue goals.
Track and Manage Issues with the Vitally Jira Integration
We’re excited to announce the launch of our native Jira integration that seamlessly tracks and manages Jira issues inside Vitally.
Vitally (Once Again) Ranked #1 in Best Results by G2
For the third straight quarter, Vitally has been named G2's #1 Customer Success Platform for Best Results (Winter 2024), including Time to Estimated ROI and Time to Go Live.
Beyond Salaries: Decoding Commission Structures for Customer Success Managers
We break down the different kinds of CSM compensation packages, what they consist of, and how to negotiate for the right comp package as a CS professional.
Are Customer Success Certifications Worth It? Breaking Down the Career Benefits and Best Options
Do CS certifications still matter? And what do hiring managers really think about them? Here's how to approach CS certifications at all levels of your career.
5 of the Best Customer Success Platforms for SaaS Companies
SaaS companies know tech and love buying it. This roundup shines some light on a few popular SaaS CSPs, and how they fit the needs of tech-forward CS teams.
How Should Customer Success Teams Use AI Tools?
Let’s look at the most exciting AI use-cases we’ve seen for Customer Success, plus two instances where you should *never* deploy this technology.
Defining the CSM Role: What Should Customer Success Managers Really Be Responsible For?
Could you define a Customer Success Manager's job in one sentence? With the help of a few veteran CSMs, we'd like to offer a new definition of the role.
What Should the Relationship Between Customer Success and Product Look Like?
With help from Customer Success and Product leaders, we've collected five key aspects of successful CS/Product collaborations plus the steps you can take to achieve near-perfect harmony.
The Vitally Guide to Customer Implementation (With Expert Insights)
A solid customer implementation process helps your company kick off long-term relationships on the right foot. Here's how to manage implementation as effectively as possible.
The 11 Best Customer Success Conferences of 2024
One of the best ways to go from good to great in your Customer Success role is to attend CS conferences. Here are the ones we’re keeping an eye on in 2024.
The Perfect Playbook For First-Time Customer Success Managers
Taking on a customer-facing role for the first time? This expert playbook collects our best advice on how to prepare for the unique challenges of a new CSM role.
We Asked CSMs: Which Parts of the Job Would You Automate If You Could?
With time at such a premium for CSMs, eliminating low impact tasks can have a big impact on productivity. Here's what's on their automation wish-list.
What’s Scaled Customer Success and Why Does It Matter?
We dig into what scaled CS is, share some common misconceptions about it, and offer a couple of proven scaled CS programs you can explore for your team.
What’s Time to Value (TTV) and How Do You Calculate It?
Value from your product is what keeps customers coming back for more. We’ll show you how to calculate and shorten your time-to-value (TTV) in this guide.
10 Customer Success Playbooks for Client Management
From customer updates to renewal workflows, this roundup of Customer Success playbooks and best practices will take some of the stress out of your client management efforts.
How Sales Teams Can Use Customer Success Software to Drive Revenue
CSPs can be a big help to Account Managers/Account Executives in their upsell, renewal, and expansion efforts. Here's how salespeople can leverage the secret weapon of their tech stack.
How to Set Goals for Your Customer Success Team That Make an Impact
In this guide, we’ll help you determine how to set the right goals so that your Customer Success team becomes an integral part of your business’s growth.
Introducing Boards: Prioritize Tasks and Custom Objects Across Your Work and Customers
Make your Tasks more productive with Kanban-style boards and increase the efficiency of managing your day-to-day.
What's the Role of a Customer Success Manager in a B2B Organization?
We break down the key responsibilities of a Customer Success Manager in a B2B setting, from driving NRR to fostering client relationships.
How CSP Software Helps Your New CSM Hires Ramp Up Faster
Choosing a CSP should be one of the first decisions you make while standing up a CS function, as it makes training new hires much more efficient.
The Ultimate Guide to Choosing a Customer Success Platform
With dozens of CSP options available, how do you choose? The expert advice in this guide will help you find a Customer Success Platform that not only fits your team’s needs but your customers' needs as well.
Silent Revenue Killers: How to Identify Churn Risks In Your Business
We'll show you how to spot six common warning signs of churn and how to address each one before your customer walks out the door.
How CS Teams Can Survive a Down Market and Keep Their Seat at the Table
Things are rough out there. You can do everything “correctly” as a CSM and still end up with fewer customers and a missed quota, which puts your job security at risk. Here's what you should do instead of losing hope.
5 Alternatives to Gainsight That Offer Simplicity and Performance
If you’re dissatisfied with Gainsight’s complexity, performance issues, and elusive pricing structure, consider one of these five Gainsight alternatives.
How to Build a Customer Success Process
If you’re an early-stage CS leader who’s been “making it work,” this one's for you. Here are some expert strategies for defining and implementing a unique Customer Success process for your team.
The Vitally Guide to New Customer Onboarding (With Expert Insights)
The onboarding stage can make or break your customer experience. Follow our experts' advice to refine your onboarding process and improve customer confidence.
The Vitally Guide to B2B Customer Renewal (+ CS Renewal Checklist)
The current financial climate has made customer renewal critical for your B2B business's survival. This guide collects a wealth of expert advice to help you nail your Customer Success renewal process.
The 5 Best Catalyst Alternatives for Customer Success Management
Catalyst impresses at first, but businesses looking for a more customizable solution that helps them scale CS efficiently may want to look for alternatives.
B2B Customer Churn Prevention: 8 Tactics That Actually Work in 2024
Forget the "best practices." These are the churn prevention strategies that boots-on-the-ground Customer Success pros are using to retain customers in the real world.
How to Build Your First Customer Success Team
We'll walk you though how to define your Customer Success goals, identify core roles and responsibilities, hire the right people, and create an effective CS engine for your company.
The 8 Most Useful Zapier Integrations for Vitally
By setting up Zapier integrations between Vitally and your SaaS stack, you’ll eliminate tons of manual effort and put all your important CS processes in one place.
What Operations Pros Need to Know About Customer Success Software
As an Ops leader, your job boils down to three words: Make things work. Here's how to approach your CSP search so that things run even smoother at your company.
Rinsed Unlocks Customer Insights and Enhances Team Collaboration with Vitally
“We’re the CRM for car washes, but we need the CRM for Customer Success.”
14 Customer Success Statistics That CS Teams Need to Know
We gathered the latest Customer Success stats to show CS’s impact on revenue growth, customer retention, team productivity, and more.
Vitally Accelerates BombBomb's Operations with 27x Faster Information Retrieval
“Being able to have everything in one location really lets us compare the success and effectiveness of the entire team.”
Measure Dynamic Data Points Across Objects With Calculated Traits in Vitally
We’re excited to announce the release of Calculated Traits, a new form of Custom Traits in Vitally that unlocks more ways for Customer Success teams to track and analyze customer data.
18 Essential Customer Success Software Features
When evaluating CSP software, consider how these core features will help your CS team meet its goals and increase the value you provide to customers.
How to Avoid Burnout as a Customer Success Manager
Feeling some burnout in your CSM role? These expert strategies will help you foster resilience and protect your mental health.
Build vs. Buy: Why Developing Your Own CSP Is Never a Good Idea
It rarely makes sense to develop a Customer Success Platform inside your existing CRM. Here’s why some B2B companies consider it, and why they regret it.
The 5 Best Customer Success Platforms for Small Businesses: An Honest Look
A modern CSP sends efficiency through the roof, especially for small teams in growth mode. Here are five Customer Success tools that are doing it right.
What Is Customer Success Software? A Guide for B2B Businesses of All Sizes
Customer Success Software is a category of B2B business software that companies use to monitor, manage, and optimize their customer journeys. Here's why Customer Success Software is crucial to the health of your business.
The 5 Best Customer Success Platforms for Mid-Market Businesses
You're not a young startup anymore, and suddenly your first CSP doesn't cut it. Fear not — these top-rated Customer Success Platforms are built for the complexities of a fast-growing mid-sized business.
Fresh Out of the Lab: Vitally’s A.I.-Powered First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
Vitally Brings the Heat with 14 G2 Badges for Summer 2023
Summer 2023 G2 badges are here, and we owe them all to our incredible customers! Check out this blog to learn more about our latest achievements.
8 Customer Success Templates for Effective Onboarding Processes
Transform your onboarding process with 8 practical templates that create consistency and boost team productivity | Vitally
Passbase Ignites Data Visibility and Streamlines Productivity with Vitally
“I 100% think Vitally helps with the productivity of my [Customer Success] team.”
Customer Churn Analysis: Understanding Why Your Customers Are Churning
Our churn analysis checklist helps B2B companies like yours understand why customers leave by identifying patterns and trends to improve retention.
How to Create a Customer Health Score With Four Metrics
Any B2B Customer Success team can build a powerful, practical health score to identify healthy and at-risk accounts by using these simple metrics.
PartnerStack Harnesses Actionable Insights from Customer Data with Vitally
“What makes Vitally different is how you can parse all that data. The views are so powerful, [telling] me everything I need to know in one single click.”
4 Ways for Customer Success Teams to Increase Customer Collaboration with Vitally Docs
Deepen customer relationships and streamline CS operations with Vitally Docs: create personalized shared documents that connect back to your customer data.
4 Customer Success Automations to Save Time and Boost Productivity
Discover how Vitally's automation tools can streamline your Customer Success processes and workflows to help deliver exceptional customer experiences.
Top 5 ChurnZero Alternatives for Flexibility and Ease of Use
ChurnZero is a robust CSP, but leaves a lot to be desired when it comes to overall usability. Here are five ChurnZero alternatives that may be better suited for your team.
Integrating HubSpot and Vitally: Introducing Hierarchy Support for Organizations, Deals, and More
Discover Vitally's upgraded HubSpot integration with Hierarchy syncing, simplifying integration of hierarchy levels from HubSpot into Vitally.
Customer Success Enablement 101: A Simple Guide for B2B SaaS Companies
SaaS organizations need clarity on what’s required from Sales and Customer Success, and how these teams should work together. In this article, we'll shed some light on the concept of Customer Success Enablement.
Top 5 Planhat Alternatives for High-Growth CS Teams
Planhat has a user-friendly platform, but for businesses looking for a more mature CSP solution, you may want to consider one of these Planhat alternatives.
Vitally Secures Spot on GGV Capital and Crunchbase's "2023 SMBTech 50" List & Joins Honorees at NASDAQ Opening Bell Ceremony
Vitally has been named to GGV Capital and Crunchbase's 2023 SMBTech 50" List, a recognition of Vitally's rapid growth & service to small and medium-sized businesses.
Webinar Recap: How to Operationalize Customer Feedback, Sentiment, and Advocacy ft. Simplesat
Learn how Customer Success teams can use customer feedback, sentiment & advocacy to drive meaningful change from industry experts in this webinar recap!
NPS vs. CSAT: What's the Difference Between Them and Which One Should You Use?
NPS and CSAT are two essential metrics that Customer Success managers rely on to measure the impact of their customer experience strategies.
Vitally’s Spring 2023 G2 Badges Are in Full Bloom
Celebrating success! See what G2 badges Vitally is proudly taking home this Spring, all thanks to our amazing customers.
Webinar Recap: Unlock a Winning Support & Success Partnership
Discover expert tips & best practices for creating a strong partnership between Technical Support and Customer Success teams in this webinar recap!
Quarterly Business Review Essentials: How to Prepare for and Conduct an Effective QBR
The QBR is a unique opportunity for CSMs to position themselves as the strategic advisor for the customer. Here's how to turn it into a valuable experience for everyone involved.
Linking Customer Success Manager Productivity to Customer Performance Indicators
Learn what Customer Performance Indicators are crucial for reflecting Customer Success Manager productivity.
Uncover the Benefits of NPS for Your Customer Success Organization
Unlock the power of NPS to drive business growth and unlock actionable insights into customer satisfaction.
Webinar Recap: How To Build a Non-Traditional Customer Success Team
Learn the importance of taking a non-traditional approach to Customer Success hiring & tips for those hoping to break into the CS industry.
Introducing Doc Automation: Seamlessly Create and Assign Docs at Scale
Enable collaboration with the latest improvements to Vitally’s automation tools. Learn how you can create and assign Docs at scale using Playbook automation!
How to Make the Jump From VP of Customer Success to Chief Customer Officer
Transitioning from a Customer Success leadership position to a full-fledged CCO role might be the career level-up you've been looking for.
When Should Your Company Start Using a Customer Success Platform?
What's the ideal time to start using a dedicated CSP at your company? If you want to drive revenue growth from your customer base, the answer is "as soon as possible."
Redefining Your Ideal Customer: Why You May Be Misinterpreting Their Needs
You may be misunderstanding the needs of your ideal customer. Explore how a changing market impacts customer needs and how to become a customer-centric company.
The Future of Vitally and Customer Success Productivity
Learn about the future of Customer Success productivity and how Vitally is changing the game.
How to Break Into the Customer Success Industry
Landing your first role in customer success can be tough, but this article has advice to make it doable. Check out the tips and tricks that have helped many!
lmpactful Trends in the Customer Success Industry
Explore some of the most impactful trends in the Customer Success industry. From AI to communication styles, these trends are sure to have a big impact on your organization.
Webinar Recap: Building Out a Compelling Commission Structure for Post-Sales Teams
Learn how to create a commission structure that will motivate your post-sales team and keep them driving towards success.
Personalize Automation to Your Business Needs with Custom Objects
With Custom Objects, teams personalize and enhance their Vitally experience with information that is important to them. Today, we're excited to share an update that enables automated, real-time activities using Custom Object data in Vitally's Playbook automation tool.
Investing in Product-Led Customer Success
A product-led organization invests in customer success. Find out how a dedicated CSM tool can automate tasks and put time and control back in the hands of a CSM.
Salesfloor's Enhanced Customer Insight with Vitally Fuels Actionable Results
With Vitally, Salesfloor was able to improve its CSM onboarding process and better understand product usage and customer health.
How to Build a PLG-Driven Customer Success Team
As your company grows, it becomes increasingly important to have a well-oiled customer success team in place. Learn how to build a product-led growth (PLG) driven customer success team that will scale with your business.
Using ChatGPT for Improving Customer Success Productivity
Explore how AI language models can help Customer Success teams become more productive with their work.
Tangible & Intangible Skills for High-Performing Customer Success Managers
Learn the top skills that will help you become a high-performing customer success manager.
Why Customer Tiering is Critical for Customer Success
You might think that all customers are equal, but that's not always the case. Here's how to tier your customers and create a tailored experience for each one.
Pleo Deciphers their Customer Base with Vitally’s Data-Driven Automation
By automating customer success processes with Vitally, Pleo can better serve their customers while staying on track to exceed their desired outcomes.
Webinar Recap: Creating Customer Health Scores That Go Beyond the Binary
Learn how to create customer health scores that go beyond the binary and provide a deeper level of insight into your customers' well-being.
Blueprints
GetResponse's Dashboard for Understanding CSM Activity
Learn how Przemysław, Customer Experience & Implementation Team Lead at GetResponse, effectively tracks and understands CS activity levels at scale.
AI-Generated Call Summaries for CSMs at Zapier
Explore how Sara Bonanno, Sr. Customer Success Operations Specialist, automates and surfaces call summaries for CSMs at Zapier.
Automate Journey-Based Customer Messaging with Zack from Vitally
Discover how Zack Joswiak, Manager - Solution Architects at Vitally, automates customer messaging based on journey stage using Playbook Automation.
How the Compt Team Automates and Scales their Renewal Process
Discover how Mary Migiano, Sr. Customer Success Manager - Team Lead at Compt, uses Playbook automation to seamlessly move customers through a tailored journey.
Account Escalations: How Uptick Bridges the Gap Between Departments
Learn how Kayla Summers, Head of Global Customer Experience (FireMate) at Uptick, uses Board Views and Custom Objects to efficiently manage escalations.
How Peggy from Vitally Ensures Accurate Forecasting and Financial Projections
Discover how Peggy Wang, Head of Finance at Vitally, uses custom Dashboards & Reporting to gain visibility into key financial and customer metrics.
PartnerStack's Program Checklist for Effective Onboarding
Ola Ogungbemile, Customer Success Manager at PartnerStack, uses Vitally Docs for this Partnership Program Checklist to ensure his clients are set up for success.
PeopleGrove's Guide to Engaging Customer Advocates at Scale
Discover how Emma Miller-Crimm, Sr. Customer Marketing Manager at PeopleGrove, uses Vitally to gather customer value stories and engage with potential advocates.
How Vitally Built a Best-in-Class Customer Reference Program
Learn how Mary Lim, Product Marketing Manager at Vitally, streamlines her process for sourcing and matching healthy customer references at scale.
InsightsCRM’s Guide to Managing NPS Detractors
Learn how Kapil Sharma, Customer Success Manager at ANALEC (InsightsCRM), uses Projects to quickly resolve customer concerns and keep his book of business healthy.
A Blueprint for Creating an Onboarding Hub
Minimize distractions and deliver excellent onboarding experiences with a dedicated Onboarding Hub.
How to Design a Sales & Account Management Hub
Efficiently navigate renewals, boost productivity, and drive growth using a Sales & Account Management Hub.
Sourcegraph's Monthly Update Template
See how Aimee, VP of Technical Success at Sourcegraph, uses Conversation templates to provide product usage updates to customers.
Speed up Roadmap Planning With a Feature Request Hub
Effortlessly track top product requests and prioritize your roadmap accordingly with a customizable Feature Request Hub.
How to Build a Customer Success Leadership Hub
Stay on top of growth and churn by using a Leadership Hub to understand customer health, retention, CSM performance, and much more.
A Blueprint For Building a Personal Hub
Learn about Personal Hubs in Vitally and how they can help CSMs become more efficient and productive.
How to Automatically Identify Expansion Opportunities
Learn how Ben from Salesmsg uses Playbook automation to detect and act on expansion opportunities in his Expansion Blueprint.
Salesmsg's Value-Driven Upsell Template
Discover how Ben from Salesmsg uses his Upsell Blueprint to effectively communicate value to customers and grow expansion revenue.
Renewal Call Note Template
Efficiently prepare for your upcoming renewals and maximize revenue with Lauren's Renewal Call Blueprint.
CSM Transition Template
Take a look at how Liz ensures a successful and smooth CSM-to-CSM account handoff with her CSM Transition Blueprint.
User Interviews' Post-Sales Handoff Template
Check out how Christy from User Interviews welcomes and onboards customers at scale with their Post-Sales Handoff Blueprint.
Client Escalation Template
Turn customer escalations into a positive experience and minimize errors by using Celine's Client Escalation Blueprint.
Key Stakeholder Change Template
Ensure stakeholder changes go smoothly with Parker's Key Stakeholder Change Blueprint designed for Hybrid and High-Touch Customer Success.
Quarterly Business Review Prep Template
Learn how Taylor collaborates with customers and streamlines his process for business reviews with his QBR Prep Blueprint.
New Customer Kickoff Template
Take a peek at how Steven uses Project Templates to make onboarding easy for new customers in this New Customer Kickoff Blueprint.
Athenian's Customer Onboarding Plan
Learn how José from Athenian creates a streamlined and collaborative onboarding experience with his Customer Onboarding Blueprint.
Client Re-engagement Template
Get customers re-engaged and ensure your book of business is achieving their business objectives with Laura's Client Re-enagement Blueprint.
Sales to Customer Success Handoff Template
Discover how Zack streamlines the account handoff process with our Sales to CS Handoff Blueprint.
Implementation Guide Doc Template
Increase time-to-value (TTV) and take the complexity out of your implementation process by using Krista's Implementation Blueprint.
#paid's New Account Onboarding Checklist
Learn how Natasha at #paid keeps her book of business on track and increases time-to-value with this New Account Onboarding Blueprint.
Sales Discovery Template
Streamline your discovery process and delight prospects with Carly's interactive Sales Discovery Blueprint.
Churn Report Template
Discover how Amelia captures and analyzes data from churning accounts at scale using this Churn Report Blueprint.
Beta Program User Kickoff Template
Renée's Beta Program User Kickoff Blueprint gives Customer Success and Product teams a scalable way to manage and collect feedback from participants.
Easy QBR Scheduling from Followup CRM
Check out Christine from Followup CRM's quick and concise template for scheduling QBRs.
Followup CRM's Onboarding Checklist
Get inspired and learn how Christine at Followup CRM keeps her book of business on track with her Onboarding Checklist Blueprint.
Resolving NPS Detractors with Mixpanel
Quickly address and resolve customer concerns at scale using Ryan from Mixpanel's customizable NPS Detractor Blueprint.
Mixpanel's Guide to Customer Onboarding
Discover how Peishan and her team at Mixpanel use this Onboarding Blueprint to ensure customers have a consistent, positive onboarding experience.
#paid's New User Onboarding Checklist
Keep customers on track with a quick and easy onboarding checklist from Natasha Cantisano at #paid.
Success Planning Doc Template
Effectively track goals and collaborate with customers using Sarah's dynamic, customizable Success Plan Blueprint.
Duco's Executive Business Review (EBR) Project
Create a standardized, scalable process for Executive Business Reviews by using Joe from Duco's EBR Project Blueprint.
Duco's EBR Note Template
Ensure a successful business review and streamline business updates with Joe from Duco's Executive Business Review Note Blueprint.
Avoma's Renewal Project
See how Mark Stagi, VP of Customer Success at Avoma, creates tailored customer experiences with this High Touch Renewal Blueprint.
Customer Case Study Template
Build out impactful, consistent case studies at scale using Haley's Customer Case Study Blueprint for B2B SaaS Marketing teams.
Podcasts
How to Make Client Impact a Team Sport
Greg Collins, VP of Revenue at Boldr, explains why driving client impact is better as a team sport. Discover the art of rallying different departments around the customer experience to turbocharge client impact.
Leaning Into the Business of Your Customer
Monique McDonough, COO at WorkTango, shares strategies on CSMs handling commercial duties and offers guidance on transitioning teams to a customer-centric revenue focus.
Why Storytelling is Crucial in Customer Success
Ryan Seams, Head of CS at AssemblyAI, offers practical tips for creating a story that resonates with leadership, utilizing data effectively, integrating storytelling into team culture for lasting influence, and much more.
Success/ful Trailer: Winning Ideas from the World of CS and Beyond
Host Taylor Johnston, VP of Global Customer Success at Vitally, talks to some of the most effective leaders in and out of CS, bringing in perspectives from across the org to share their unique insights on how Customer Success execs can be most effective in their roles.
Videos
One Vital Question #10: “What’s the best metric for tracking the impact of your CS team?”
Vitally asked seven Customer Success leaders for their metric of choice for tracking team impact.
Success Network on YouTube
Vitally Foundations
Vitally Customer Stories
Vitally Labs
The 5-Minute Customer Success Process Builder
With just a few questions, give your team a CS process to drive maximum business impact and deploy your resources most efficiently.
First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
Calculate Customer Success KPIs
Plug in your numbers to see where your company stands with Net Revenue Retention (NRR) and Churn.
Measure Team Productivity
Curious how a Customer Success Platform will benefit your team? See what ROI could look like in 12 months.
Events
Subscribe for Updates
Be the first to hear about new blog posts, resources, events, and more.
How to Leverage Technology for Proactive Customer Success
Join us for a dynamic panel webinar featuring CS leaders from Simplesat, Upflow, and Vitally as we delve into the heart of Customer Success innovation.
Customer Success Processes That You Aren’t Automating But Should
Discover how unlocking the power of automation can revolutionize your Customer Success strategies. Whether you're a Vitally customer or exploring the possibilities, this webinar promises valuable insights and practical tips to elevate your Customer Success endeavors.
How to Build a Customer Success Process from the Ground Up
Are you an early-stage Customer Success leader navigating the challenges of scaling? Join seasoned experts for FreightWise, Vitally, and beyond who have successfully built and implemented CS processes.
Mastering the Art of Customer Retention: Tactics for CS Success in 2024
Join us for an engaging virtual conversation with Customer Success leaders from Vitally, Banzai, and Women in Customer Success as we delve into the crucial strategies for effective customer retention in 2024.
Improving Product Adoption Through an Omnichannel Customer Education Strategy
Join Product, Marketing, and Customer Success Leaders from Vitally, Chameleon and Navattic in this exciting webinar on driving customer education.
Aligning Finance & Customer Success Teams: Keeping Your Eye on the Margin
Join Finance and Revenue leaders from Vitally and Help Scout as they discuss the aligning Finance and Customer Success teams!
Re-Inventing the (Fly)wheel: Building a Customer Advocacy Program That Benefits Your Customers & CSMs
Join Industry experts from Vitally, PeopleGrove, and Lantern as they explore various topics related to customer advocacy programs!
How Customer Success Organizations of Any Size Can Support Enterprise Customers
Join us for an insightful fireside chat that delves into the intricacies of supporting enterprise customers within customer success organizations, regardless of their size.
Mastering Customer Success: Lessons from Industry Trailblazers
We're bringing together a panel of accomplished female leaders who have paved the way in the Customer Success realm, and we're inviting you to join in on the convo on Tuesday, September 12th! From pivotal moments that revolutionized CS practices to insights on the latest trends shaping the future of CS, we'd love to invite you to a transformative session to gain insider perspectives on strategies that'll set you apart and make a mark in the evolving CS landscape.
Opps for Ops: Harnessing the Full Potential of Your Customer Success Tech-Stack
In today's rapidly evolving business landscape, delivering exceptional customer experiences has become the cornerstone of sustainable growth and success. Customer Success teams are at the forefront of driving customer satisfaction, retention, and expansion. To meet the demands of this critical role, Customer Success leaders are constantly seeking ways to optimize and leverage the full potential of their Customer Success tech-stack.
From Implementation to Success: Proven Strategies for Cultivating Long-Term Adoption
CS teams must navigate complex implementation processes, varying customer requirements, and time constraints while ensuring that customers are set up for success from the start. Do you want to create a seamless and unforgettable client journey?
How to Measure Customer Education’s Impact on Retention
Customer education can be a powerful initiative for scaling your Customer Success organization while strengthening overall retention rates. This webinar brought together Customer Success and education leaders from Vitally, WorkRamp, and Productboard to share their insights on the impact of customer education on retention, and its pivotal role in scaling and ensuring your customers get the most value out of what they need to succeed.
Leveraging the Power of AI to Transform Customer Success
Do you wonder why A.I. is today's hottest trend? You're not alone. From ChatGPT to breaking down the future of A.I., get an in-depth analysis of how Artificial Intelligence (A.I.) is revolutionizing organizations and transforming how Customer Success teams drive and scale productivity. Mickey Powell, Co-founder and Head of GTM at UpdateAI, a ChatGPT-powered tool that automates call notes and insights for Customer Success teams, as well as Jamie Davidson, Co-founder and CEO at Vitally, and Jeff Chase, Director of Product Marketing at Vitally, discuss the basics of A.I., demystifying the buzzwords and jargon surrounding
Bridging Real-Time Visibility of CSAT to Customer Success
Do you ever struggle to quantify the impact customer satisfaction has on your business? You’re not alone! Vitally and Simplesat partnered to host a 45-min virtual discussion around tools and processes to optimize customer feedback and scale growth.
Customer Success Festival Amsterdam presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing. Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
How To Start Your Customer Success Organization ft. RecastSuccess
Building a successful Customer Success organization requires more than just a plan; do you have the leadership and tools to lay a strong foundation?
How to Operationalize Customer Feedback, Sentiment, and Advocacy ft. Simplesat
Established customer relationships are worth the effort — greater engagement, a deeper understanding of the customer, and increased loyalty for long-term success.
First-Look Product Webinar: See the Future of Customer Success Productivity
Join Vitally CEO and co-founder, Jamie Davidson, and Vitally Founding Product Manager, Renee Kenny, for an exclusive first-hand look at what is coming next for Vitally.
Scale or Fail: Unlock a Winning Support & Success Partnership
How Support can find Success, and Success can provide Support. Vitally—the modern Customer Success Platform— brings together a panel of experts from Vitally, Mattermost, and beyond to discuss best practices for creating useful self-service solutions for their customers, enabling collaboration between these teams, and delivering value throughout the customer experience.
Scale or Fail: How To Build a Non-Traditional Customer Success Team
If your customers represent all industries and walks of life, your company should reflect that—starting with the team on the frontline.
Scale or Fail: Customer Tiers & Considerations For Your Segmentation Strategy
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—brought together a panel of Customer Success leaders from Zappi, Informed K12, RecastSuccess, and Vitally to discuss various segmentation strategies for SaaS organizations, how your segmentation strategy impacts your business, and factors to consider when deciding on a segmentation strategy.
Scale or Fail: Defining Customer Success' Role in Product-Led Growth
In today’s market, SaaS companies are expanding through Product-Led Growth (PLG). But how do they retain their new customers and get them using their product consistently? The answer lies in Product-Led Customer Success.
Customer Success Festival New York presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing. Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
Scale or Fail: Creating Customer Health Scores That Go Beyond the Binary
All Health Scores are not created equal. Take your customer Health Scores from static to dynamic. Vitally—the modern Customer Success Platform—brings together a panel of Customer Success leaders to discuss how organizations can enhance their Health Scoring models by making the most out of their customer data, getting specific with segmentation, building outside-of-the-box health score equations, and beyond.
Scale or Fail: Building Out a Compelling Commission Structure for Post-Sales Teams
Vitally—the modern Customer Success Platform—and Spiff—the commission platform that automates and optimizes commissions plans and motivates commissioned reps—brings together a panel of Revenue leaders from Electric, Symplicity, Betts, and Spiff to discuss how organizations can structure compelling compensation plans for Customer Success Managers, Account Managers, and all post-sales teams.
Scale or Fail: Climbing up the Customer Success Ladder From IC to People Manager
CSMs, let's talk about scaling the Customer Success ladder. Vitally—the modern Customer Success Platform—brings together a panel of Customer Success leaders and a leadership expert to help individual contributors in Customer Success understand what it takes to effectively make the transition from individual contributor to effective, and admired, people manager.
Product Deep Dive: Docs in Vitally & Collaborating with Customers
Vitally—the modern Customer Success Platform—recently launched Docs, an innovative, collaborative software solution powered by customer data that streamlines real-time collaboration between customers and Customer Success teams.
Customer Success Festival Austin presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing.
Scale or Fail: Operationalizing Churn Prediction, Prevention, Payments, and Post-Mortem
The four ‘P’s’ for mitigating churn, scaling Customer Success, and positioning CS as a revenue leader.
Scale or Fail: Mastering Sales & Customer Success Collaboration
Vitally has built a panel of Customer Success and Sales leaders from our own team, DUCO, Ignition, and Hubstaff to discuss how they scaled collaboration between Sales and CS at their companies (plus tactical advice on how you can level up your Customer handoff process today)!
Research
The Secret Lives of CSMs
Vitally surveyed 679 B2B Customer Success Managers to learn how they feel about money, burnout, their bosses and other things that keep CSMs up at night.
The State of Knowledge Sharing in Customer Success Organizations | 2023
We surveyed 150+ Customer Success professionals and executives to learn how CS teams are communicating with their clients and collaborating with other departments. Here are seven key takeaways.
6 Rules for Highly Successful Business Reviews
Here are 6 rules Customer Success Managers can follow to create more impactful, collaborative, and valuable business reviews.
A Customer Success Leader's Guide to CRMs, PLG CRMs, and CSPs
Not sure which tool is right for your organization? You’re not alone. In this guide we’ll explain the purpose of each tool, which teams they serve, and which platform is best suited for your needs.
Customer Success Maturity Assessment
Is your Customer Success team prepared to scale? Understand the different levels of CS maturity, how to benchmark against industry peers, and how CS organizations can level-up.
Buyers Guide: Selecting a Customer Success Platform
How to evaluate, choose, and internally sell a Customer Success Platform for your scaling business.
Digital Transformation Trends in Customer Success
Pulse and Vitally surveyed 100 technology executives involved in Customer Success to find out business expectations for digital transformation, top barriers, and top areas for improvement.
How to Build a Customer Health Score by Lifecycle Stage
Our guide to building best-in-class SaaS customer Health Scores for every stage of the customer lifecycle: onboarding, adoption, maturity, and renewal.
Product-Led Customer Success
Vitally surveyed 100 technology executives involved in Customer Success at Product-Led Growth companies to gain greater insight on the state of PLG.
State of Customer Success in the C-Suite
Pulse and Vitally surveyed 100 technology executives involved in Customer Success to find out how technology is changing, top barriers to scaling CS, and the current role of CS in the C-Suite.
Beyond the Binary: How to Build Health Scores
In Vitally's guide to enhancing your customer health scoring model, you'll find out about building a health score, weighting health score metrics, and the role health scores play in CS.
The World’s Greatest CS Experts, In One Place
Visit our expert directory and discover the thought-leaders and visionaries who are changing the way we think about Customer Success.