The Revenue Mystery: 2024 Vitally CS Impact Report
Customer Success leaders know their efforts have an impact on the bottom line. They just can’t always prove it. We surveyed 400+ CS leaders about the revenue metrics they're currently tracking and where they're falling short.
The Revenue Mystery: 2024 Vitally CS Impact Report
Customer Success leaders know their efforts have an impact on the bottom line. They just can’t always prove it. We surveyed 400+ CS leaders about the revenue metrics they're currently tracking and where they're falling short.
How to Implement a Land-and-Expand Strategy That Quickly Grows New Accounts
No matter how great your product is, you can't expect customers to do the work of driving wider adoption for you. You need a well-defined strategy that ensures users and companies take the actions that lead to expansion.
Anchoring Your CS Operations With Strategy and Data
Continuous optimization is key to implementing an effective strategy, and data plays a crucial role in making this process both efficient and impactful. Tom Lawler, Sr. Director of RevOps at Elastic, shares advice for using data to improve CS strategies across the board.
Demo Webinar
Ready to elevate your Customer Success team? Join our live demo to see how Vitally can streamline operations, boost productivity, and maximize impact.
Articles
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Customer Success & Marketing: Whose Team Are We On, Anyway?
“Customer advocacy is the cycle of doing so right by your customers in every aspect of your business that they feel compelled to shout it from the rooftops, thus bringing in new customers.”
"CSM Confidential" Part 1: How Work Impacts Life for CSMs — 10 Key Takeaways
Vitally's first “CSM Confidential” event explored the challenges faced by CSMs and offered strategies for CS team leaders to create healthier, more productive work environments.
Improve Visibility on Customer Interactions by Connecting Thena to Vitally
Introducing a new integration with Thena to sync your customer interactions from Slack, Email, Microsoft Teams, and more directly into Vitally.
How to Build a Customer Success Function at an Early-Stage Startup
OneText's Krystel Leal shares her experience building Customer Success teams at early-stage startups, and her key strategies for scaling and customer engagement.
How to Implement a Land-and-Expand Strategy That Quickly Grows New Accounts
No matter how great your product is, you can't expect customers to do the work of driving wider adoption for you. You need a well-defined strategy that ensures users and companies take the actions that lead to expansion.
Recruiting the Right CSMs for Every Stage of Your Company's Growth
Who you recruit at the scrappy stage is not necessarily who you recruit at the hyper-growth stage. Here's how to hire the right CSM talent to support every stage of growth.
How to Stop “Ticket Chasing” So You Can Focus on Driving Value
The sooner you can get your Customer Success team out of chasing support tickets the better. Here are three suggestions for breaking the cycle.
How CS Leaders Can Speak the Language of Revenue to Prove Their Impact
In this article, Angeline Gavino shares how Customer Success leaders can become more revenue-minded to make better decisions and move their businesses forward.
How to Manage Internal Change in a Customer Success Team: 9 Proven Strategies
When we think about change management, we typically focus on guiding clients through adopting new products or processes. However, internal change management within the CS team is equally crucial.
We Asked the Experts: Is There a “Dark Funnel” of Expansion?
“The dark funnel” is an ambiguous channel that draws unattributable sales leads to an organization. But is there a dark funnel equivalent on the post-sales side? We asked a VP of CS, Senior CSM, and Account Manager for their takes.
How CSMs Can Become Change Management Consultants for Their Customers
Just because most people resist change doesn’t mean it’s not worth pursuing. This approach will help customers gradually accept and implement change in a way that they’re comfortable with.
How to Bridge AI and Automation for CS Experiences Your Customers Won't Hate
Think of AI as the "brains" and automation as the "hands" of a successful workflow. Here are a few ways to harness these technologies effectively in Customer Success.
The Secrets of a Successful CS Mentorship Program
From setting expectations to making your efforts inclusive, here's how to build Customer Success mentorships that are worth the time investment for both sides.
4 Things Every CSM Should Know Off the Top of Their Head
CSMs can get so bogged down in the day-to-day that they don’t take time to understand the bigger picture. Here are four critical data points that need to be top of mind for every CSM when it comes to their book of business.
Power Your Business Strategies and Customer Experiences with Custom Surveys
Introducing Custom Surveys — a fully integrated survey solution built directly into Vitally to seamlessly gather insights from your customers so you never need to manually connect the dots again.
8 Must-Listen Customer Success Podcasts
Podcasts are a fantastic resource for Customer Success pros looking to stay competitive. We’ve compiled eight of the best CS-focused podcasts we listen to weekly.
How to Use Customer Success Software to Learn More About Your Customers
The amount of quality data at the fingertips of CSMs and C-suite leaders is remarkable when they have the right tools in place. Here are four ways that CSP power-users can analyze their customers.
How to Be the Most Productive CSM On Earth Using Vitally
Being a productive CSM is not about the number of tasks completed, but knowing how to prioritize. Here are ten tips to help CSMs work effectively using Vitally's powerful tools.
How to Use a Pooled CS Structure to Serve a Global Customer Base
In a pooled CS model, CSMs manage customers on a rotating basis rather than every customer having their own dedicated CSM. Here's how pooled CS allows our four-person team to deliver consistent experiences to 500 accounts around the world.
6 Keys to Cultivating a Customer Success Mindset in Your Organization
Having a "Customer Success mindset" means that every employee plays a vital role in the success of the customer. Here’s how to adopt it at your organization.
Blueprints
Analyze Multi-Channel Customer Interactions with Steph’s Thena Dashboard
Learn how Steph Townes, Senior Customer Success Manager at Vitally, leverages Dashboards to track and report on customer interactions from Thena.
Procurify’s “Would You Renew Today?” Playbook Automation for Capturing Renewal Sentiment
Explore how Tomas Williams, Customer Experience Insights & Enablement Manager at Procurify, uses automation to gauge customer renewal sentiment.
Brainstorm Your Scaled Customer Success Strategy with Parker’s Framework
Identify customer challenges, needs, and develop a starting point for your Scaled Customer Success strategy using Parker's framework.
Customer Feedback Survey: How Molly From Upwards Gathers Detailed Customer Insights
Discover how Molly, CS Operations Manager at Upwards, uses Custom Surveys in Vitally to gather and report on customer feedback.
Capture Renewal Sentiment with a Custom Survey
Learn how to create a Renewal Sentiment Custom Survey and how to use the data gathered to impact health scoring, automation, and more.
Laura’s Technical Support Deck for Delivering Personalized Support Experiences
Learn how Customer Support teams can provide tailored support using streamlined data from a Customer Success Platform.
Track and Measure Early Renewals with Goals
Learn how to set an Early Renewals Goal in Vitally to measure renewals that are finalized 30+ days out.
How to Set an Onboarding NPS Goal in Vitally
Learn how to create and automate an Onboarding NPS Goal to measure customer satisfaction.
How Tines uses a Joint Account Plan to Manage Expansion Opportunities
Explore how Vicki Sorensen, Global Head of CS at Tines, and her team use Vitally Docs to streamline processes and drive expansion at scale.
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.
Podcasts
Anchoring Your CS Operations With Strategy and Data
Continuous optimization is key to implementing an effective strategy, and data plays a crucial role in making this process both efficient and impactful. Tom Lawler, Sr. Director of RevOps at Elastic, shares advice for using data to improve CS strategies across the board.
Elevating Customer Success Through Culture Building
Exceptional Customer Success begins with a vibrant internal culture. Cynthia Taylor, SVP of Customer Success at Culture Amp, unveils powerful strategies for building a thriving culture through deliberate and consistent efforts.
Mastering Customer Success Through Every Company Phase
Navigating the startup landscape takes more than just a great product. Advisor and Fractional CCO Sunil Joseph discusses how to create a cohesive customer experience from the seed stage onward.
Think Like a CMO: Building Authority as a CS Team
Neil Wu Becker, CEO and Co-Founder of NextBound, shares his insights on Customer Success communication strategies, proactive leadership, and the advantages of integrated marketing models.
Maximizing Your First 90 Days in a CS Leadership Role
As a Customer Success leader, your top priority in the first 90 days is building trust with your team and organization. Lizzy Rosen, VP of Success at Vendr, shares how to inspire confidence and create alignment in a new leadership role.
How Customer Success Can Have a Voice in Pricing and Packaging
Andrew Michael, Host of CHURN.FM, discusses the crucial role of Customer Success in pricing and packaging strategies, and how CS teams should be involved in rolling out new pricing models.
Working With Product Teams to Solve Customer Pain
Christine Itwaru, Head of Product at Vitally, shares the blueprint for building strong partnerships with Product teams by teaching CS leaders how to speak the language of Product and ask the right questions.
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 to share their unique insights on how Customer Success execs can be most effective in their roles.
Videos
One Vital Question #15: "Besides your CSP, which software tool is the most valuable to your work?"
Vitally asked eight Customer Success leaders to share the software tools they use to be more effective at work (besides their CSP, of course).
Events
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GGR Demopalooza
Vitally is sponsoring the 2nd annual virtual demo event for CS leaders. Discover top tools and plan your 2025 tech stack!
The CCO Club Austin
Join us in Austin for an exclusive workshop on Scaled Customer Success! Discover AI strategies, network, and explore innovative tools from UpdateAI and Vitally.
NYC Customer Success Week
Vitally is sponsoring the main event on October 3 in NYC! Join us for thought-provoking content, networking, and real-life connections.
CSC Demo Day
Explore top Success tools to build your winning tech stack. Save hours of research, and hear from leading solution providers across customer success, support, and experience functions in the SaaS industry and beyond.
Demo Webinar
Ready to elevate your Customer Success team? Join our live demo to see how Vitally can streamline operations, boost productivity, and maximize impact.
CSM Confidential: Daily Struggles with Communication and Collaboration
Tackle modern CSM challenges with strategies to reduce stress through software automation and better cross-departmental collaboration.
How To Enhance Customer Success with Multichannel Customer Support
Unlock the secrets to boosting Customer Success with Multichannel Support! Join Vitally and Thena for an insightful webinar on leveraging Slack for effective support. Ready to transform your customer interactions?
Scaling Customer Education for Growing Customer Bases
Looking to boost customer success and loyalty? Learn how with scalable education strategies from industry leaders.
How to Elevate Executive Visibility and Influence in Customer Success
Join us for an interactive virtual panel discussion presented in partnership between Vitally and Women of Customer Success, to learn powerful strategies to elevate Customer Success’s visibility and influence within your organization.
Customer Support’s Role in a Scaled Customer Success Motion
Join industry experts from Zendesk and Vitally in a discussion exploring the critical role of customer support within a scaled customer success strategy.
The Down Funnel Impact of ‘Bad’ Customers & What To Do About It
Join us for an insightful webinar where a distinguished panel of Success leaders will delve into the unseen costs and enduring consequences of prioritizing short-term benefits over long-term customer acquisition strategies.
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 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.
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.
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.
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.
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!
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.
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.
Research
The Revenue Mystery: 2024 Vitally CS Impact Report
Customer Success leaders know their efforts have an impact on the bottom line. They just can’t always prove it. We surveyed 400+ CS leaders about the revenue metrics they're currently tracking and where they're falling short.
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.
