Unlocking Hidden Revenue: How to Identify Expansion Opportunities
Discover how CircleCI’s Customer Success team applies the REACH framework to drive efficiency, improve retention, and scale customer engagement—powered by Vitally.
Vital Insights 02: The 2025 Customer Success Confidence Index
We asked Customer Success leaders to rate their confidence level on a number of CS-related topics heading into 2025. Here's how they're feeling about the year ahead.
Vital Insights 02: The 2025 Customer Success Confidence Index
We asked Customer Success leaders to rate their confidence level on a number of CS-related topics heading into 2025. Here's how they're feeling about the year ahead.
Articles
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6 Proven Strategies to Build an Effective Customer Success Team
Discover six expert-backed strategies to boost your Customer Success team's effectiveness, drive NRR, and build a scalable CS strategy.
Simplifying Your Customer Health Scores with Four Key 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.
How to Make Customer Discovery a Continuous Process
For Customer Success professionals, customer discovery is more important than ever, and it has to be a continuous process.
Churn Rate Benchmarks & Insights for B2B SaaS Leaders in 2025
We’ve assembled the latest data on churn rates for B2B SaaS companies in 2025. How does your team measure up?
No, Your CRM Isn’t Enough: Why Modern-Day Customer Success Teams Need A CS Platform
Discover why a CRM alone isn't enough for modern Customer Success teams and how a dedicated CS platform drives retention and growth.
The Latest Top Jobs in Customer Success
Discover some of the hottest jobs in Customer Success (CS Leadership, CS Ops, CSM, + more)
How Being Yourself in CX Is Good Business
Here’s what happened once I started matching up members of my CS team to clients based on personality. (And what that has to do with The Real Housewives.)
Why Focusing Only on Relationships in Customer Success Doesn’t Cut It
The strength of an individual relationship is not a reliable indicator of an account’s health. Here are three things Customer Success teams should focus on instead.
How to Create a CSQL Process to Expand More Accounts (w/ Expert Advice)
Expanding the financial relationship with each customer has become more important than ever. That’s where Customer Success Qualified Leads (CSQLs) come in.
How to Become a Customer Success Thought Leader
Four luminaries of the CS world discuss how they found their voice, which platforms have moved the needle, and what the benefits have been for their careers.
How to Build an Effective Account Plan for Customer Success (with Expert Advice)
Account plans are behind-the-scenes playbooks that outline what your goals are for each account. Here's how to design them for maximum impact.
How to Mine Your Customer Success Data for Better Revenue Forecasting
What if revenue prediction could be less "fingers crossed" and more "data-backed confidence?” Here's how the CS team can lead the charge to make that happen.
The REACH Framework™: An Expansion Process That Really Works
Post-sale leaders leave opportunities on the table worth millions of dollars because they lack a systematic way to identify and capture them. That doesn’t need to be the case anymore.
5 Customer Success Processes You Can’t Manage With a CRM
Traditional CRMs trap your team in routine client management tasks, making it hard to drive tangible business outcomes. Here are a few critical CS processes that you can only do with a CSP.
How to Use Slack to Automate Customer Success Activities and Data-Sharing
Automating CS tasks using common tools in your software stack is easier than you might think. Here’s how I leveraged Slack and Zapier to free up time for our CS team.
Turning Your First Customers Into Recurring Revenue: A Guide for Startups
Learn how to turn your first customers into loyal, recurring revenue through relationship building, proactive onboarding, and growth-focused Customer Success strategies.
How to Build and Optimize an Executive Sponsor Program
Executive sponsors provide your organization with another vantage point internally, creating visibility and a potential runway for expansion. Here's how to deploy them for maximum effect.
6 Customer Renewal Templates to Improve Your Retention Process
These six ready-to-use Customer Success renewal templates will help your team monitor and manage customer renewals and improve retention.
How to Evolve From a CSM Into a Trusted Consultant for Your Clients
By redefining ourselves as consultants, we can be seen not just as support personnel but as proactive partners invested in our customers’ long-term success.
6 Pro Tips for Boosting Your Customer Survey Response Rates
As businesses increasingly rely on customer data to drive strategy, well-designed customer surveys are a secret weapon. Here’s how to get the most out of your survey sends.
Inspiration Gallery
MemberSpace’s Custom Health & Risk Dashboard for Scaled CS
See how MemberSpace scaled Customer Success to reduce churn, increase NRR, and save hours in the week with a Health & Risk Dashboard in Vitally.
360 Dashboard: Renewal Journey
Learn how to create a Customer Dashboard to easily manage client renewals in Vitally.
360 Dashboard: Command Center
Learn how to create a Customer Dashboard to manage your day-to-day account activities in Vitally.
How Navattic Automates Onboarding with Vitally Playbooks
Learn how the Navattic Customer Success team scales their outreach efforts to ensure consistent, positive customer experiences.
Analyze Multi-Channel Customer Interactions with a Thena Dashboard
Learn how Customer Success and Support teams can leverage Vitally Dashboards to track and report on customer interactions from Thena.
Procurify’s “Would You Renew Today?” Playbook Automation for Capturing Renewal Sentiment
Explore how the Procurify team uses Vitally Playbooks to automatically to gauge customer renewal sentiment.
Brainstorm Your Scaled Customer Success Strategy with Parker’s Framework
The Vitally team's framework to help you identify customer challenges, needs, and develop a starting point for your Scaled CS strategy.
Gather Detailed Customer Insights with Upwards’ Feedback Survey
Discover how Upwards' CS team 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 in Vitally.
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 in Vitally.
How to Set an Onboarding NPS Goal in Vitally
Learn how to create and automate an Onboarding NPS Goal to measure customer satisfaction.
Tines’ 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
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.
Media
One Vital Question 19: Balancing Qualitative and Quantitative Feedback in CS
We asked five CS professionals "How do you balance quantitative with qualitative feedback in Customer Success?"
One Vital Question 18: Biggest CS Career Mistakes
We asked six Customer Success leaders to share the lessons they had to learn the hard way when they were first starting out in CS.
One Vital Question 17: Ways To Foster a Customer-Centric Culture
We asked eight Customer Success leaders how they get their entire organizations to put the customer first.
One Vital Question 16: Tips for CS Teams To Go From Reactive to Proactive
Vitally asked eight Customer Success leaders to share their best advice for CS teams trying to be more proactive than reactive.
One Vital Question 15: CS Leaders Most Valuable Software Tools (Beyond a CSP)
Vitally asked eight Customer Success leaders to share the software tools they use to be more effective at work (besides their CSP, of course).
One Vital Question 14: Tactics for CS To Drive Expansion Through Cross-Functional Collaboration
Vitally asked seven Customer Success leaders to share their best tips for how CS teams can drive more expansion revenue through cross-functional collaboration.
One Vital Question 13: Scaled CS Tactics To Help Teams Do More With Less
Vitally asked seven Customer Success leaders to share a Scaled CS tactic that has helped their team become much more productive.
One Vital Question 12: Unpopular Customer Success Opinions
Vitally asked six CS leaders to share their favorite Customer Success hot takes. Brace yourselves!
One Vital Question 11: What to Look for When Hiring a CSM
Vitally asked seven CS leaders to share their top “green flags” when hiring Customer Success Managers.
One Vital Question 10: Best Metrics for Tracking CS Teams
Vitally asked seven Customer Success leaders for their metric of choice for tracking team impact.
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.
One Vital Question 09: Must Use Customer Retention Strategies for CS
Vitally asked seven Customer Success leaders for their best retention tip that every CS organization should get on board with.
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.
One Vital Question 08: Best Strategies for Cross-Departmental Collaboration
We asked six CS leaders to share the lessons they had to learn the hard way when they were first starting out in CS.
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.
One Vital Question 07: Is Expansion or Churn More Important for CS?
Vitally asked six CS leaders for their take on the "expansion vs. churn" debate.
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.
One Vital Question 06: CS Process Additions That Benefit Customers Most
We asked six CS leaders, “What's one recent addition to your CS process that has benefited your customers the most?”
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.
One Vital Question 05: Advice for CSMs Who Want to be VPs
Vitally asked seven CS leaders “What’s your best advice for CSMs who want to be VPs of Customer Success?”
Explore More
Research
Vital Insights 02: The 2025 Customer Success Confidence Index
We asked Customer Success leaders to rate their confidence level on a number of CS-related topics heading into 2025. Here's how they're feeling about the year ahead.
Vital Insights 01: How Will the Role of CS Evolve Over the Next Few Years?
What does the future of Customer Success look like? And what will CS pros need to know in order to be ready for it? Our experts weigh in.
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 & 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.
Events
Subscribe for Updates
Be the first to hear about new blog posts, resources, events, and more.
Unlocking Hidden Revenue: How to Identify Expansion Opportunities
Discover how CircleCI’s Customer Success team applies the REACH framework to drive efficiency, improve retention, and scale customer engagement—powered by Vitally.
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.
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.
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.
