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.
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.
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 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.
What I Learned By Scaling a Customer Success Org 10X in One Year
John Henwood joined Writer when there were just four people on the Customer Success team and scaled it into the robust, 40-person function it has today. Here are his seven most valuable takeaways.
How to Build a Customer Advocacy Program That Puts Your Clients First
Customer advocacy programs need to go beyond the asking-for-a-quick-favor model and evolve into partnerships that are genuinely helpful to customers.
Track the Impact of Your Customer Success Operations and Demonstrate ROI with Goals
Introducing Goals, a new way for Customer Success teams to effortlessly set, track, and measure the outcomes of their strategies and activities to clearly demonstrate their impact on their business and customers.
3 Customer Success Touchpoints You Should Be Automating
Every touchpoint in an account lifecycle can be automated to some degree. Here are some tips I often recommend to CS teams that are building out their tech-touch and digital CS efforts.
How to Use Data to Make Better Decisions in Customer Success
Here’s an inside look at how my team leverages data to prioritize where to spend our time, eliminate guesswork, and make customer-focused decisions.
Becoming the Solution: How to Build Trust With Your Clients
Problem-solving is the root of impactful sales. When you are solving your clients' problems for them, they will be willing to pay you if the pain point is acute enough.
![Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q2 2024]](https://cdn.prod.website-files.com/63d3e5f547ca0a123a2e07e0/653975fef97dfbf61c91e798_saas-churn-rate-benchmarks.png)
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.
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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.
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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.
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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.
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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.
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Linking Customer Success Manager Productivity to Customer Performance Indicators
Learn what Customer Performance Indicators are crucial for reflecting Customer Success Manager productivity.
Demo Webinar
Taking the time to explore a new product can be a big step. That’s why we’re hosting a short and sweet 30-min live demo to give you a taste of what Vitally is all about!
Get a look at our platform and how it combines real-time customer data with dedicated workspaces to maximize team productivity, business strategies, and revenue impact for Customer Success. Plus, hear from our Customer Success Team on how Vitally’s data-driven insights have propelled organizations to new heights of success.
How to Elevate Executive Visibility and Influence in Customer Success
In today's competitive landscape, customer retention is more critical than ever. But securing the resources and buy-in you need from executives to achieve sustainable Customer Success can be a challenge.
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.
Here’s what you’ll learn:
- Identify key executive stakeholders: Learn how to pinpoint the key decision-makers who can champion your Customer Success initiatives.
- Craft a compelling value proposition: Discover how to communicate the strategic importance of Customer Success to executives in a way that resonates.
- Measure and showcase your impact: Learn which metrics matter most to leadership teams and how to effectively share your Customer Success team's achievements.
- Data-driven decision making: Gain insights into the data that executives find most valuable and how to translate it into actionable insights.
- Secure executive alignment: Develop strategies to ensure you have the right executives at the table when making critical Customer Success decisions.
By attending this session, you will:
- Gain a deeper understanding of executive priorities and how to align your Customer Success goals accordingly.
- Develop effective communication strategies to secure executive buy-in and support.
- Learn how to leverage data to demonstrate the measurable impact of your Customer Success efforts.
CSM Confidential: What Your Team Is Saying Behind Closed Doors (And What They Really Need)
Join us for an exclusive event series tailored for CS leaders and executives! Last Fall, Vitally's "The Secret Lives of CSMs" report revealed deep insights from over 600 Customer Success Managers, uncovering hidden truths about salaries, burnout, secret job hunts, and more.
Secure your spot on the waitlist for all three eye-opening sessions:
July 10: [Part 1] CSM Confidential: How Work Impacts Life for CSMs
Discover surprising insights and strategies to boost performance and morale from guest speaker Ryan Johansen. Plus, enjoy a fireside chat with CS leaders Parker Moore and Celine Doumar on combating burnout.
August 7: [Part 2] Helping Direct Reports Navigate Career Growth & Compensation
Learn about career development’s impact on job satisfaction, with a keynote on career pathing and live breakout sessions. Join a panel discussion with Mia Kang and Sarah Steingraber on advocating for team growth.
September 4: [Part 3] Daily Struggles: Communication & Collaboration
Explore how to tackle modern CSM challenges like complex client demands and admin overload. We'll share strategies for reducing stress through software automation and improved cross-departmental collaboration. Leadership expert Allie Stark, Co-Founder of Noria, will also discuss how to be an inspiring and effective leader.
We're keeping the group intimate for meaningful interactions, so request your spot today! Don’t miss this chance to uncover what’s keeping your team up at night and how you can help them thrive.
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. We're gathering Customer Success leaders to share insights, best practices, and actionable strategies for integrating customer support with customer success to enhance overall customer experience and satisfaction.
In this comprehensive session, you'll learn:
- The critical differences and synergies between customer support and success.
- Best practices for aligning and collaborating across these functions.
- Strategies for mapping the customer journey to identify key support touch points.
- Techniques for delivering personalized and proactive support.
- The latest trends in leveraging technology, including automation and AI.
- Key metrics and KPIs to measure and improve your support operations.
The Down Funnel Impact of ‘Bad’ Customers & What To Do About It
In the relentless pursuit of immediate gains, many businesses inadvertently compromise their long-term success by attracting the wrong customers. This often-overlooked issue can lead to profound repercussions, from tarnished brand reputation to weakened customer loyalty.
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. Secure your spot today and learn how to equip yourself with the strategies needed to avoid common pitfalls in customer acquisition.
How to Leverage Technology for Proactive Customer Success
In this engaging session hosted by Simplesat and Vitally, explore how each company has uniquely integrated customer-centric values into their operations, the role of cutting-edge technology in enhancing customer experiences, and the key metrics that define success in our industry.
Customer Success Processes That You Aren’t Automating But Should
In the fast-paced world of Customer Success, automation emerges as a powerful ally to overcome the challenges posed by repetitive tasks. Join Sara Bonanno, Sr. Customer Success Operations Specialist at Zapier, and Zack Joswiak, Manager of Solution Architects at Vitally, in this insightful webinar as we explore how Vitally seamlessly integrates with Zapier to automate workflows and enhance your team's productivity.
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.
Key takeaways include:
Automation in Customer Success
- Understanding the role of automation in tackling low-level time-consuming tasks.
- Integrating your existing SaaS ecosystem for a streamlined experience.
- Exploring the limitations of native integrations and the need for a versatile solution.
CS Processes That You Aren’t Currently Automating But Should Be
- The significance of automation in saving time and improving efficiency.
- Examples of CS processes that you might not be currently automating but could be, featuring real life examples from Zapier and Vitally
- Practical applications and benefits of integrations with Gong, Freshdesk, Jira, Google Calendar, Productboard, Chameleon, Slack, and Survicate.
Essential Zapier Integrations for Vitally Users
- Dive into the top 8 Zapier integrations recommended by Vitally
- Overview of Zapier as the key to connecting your tech stack
- How seamless Zapier integrations with Vitally provide actionable insights and up-to-date information for enhanced Customer Success
How to Build a Customer Success Process from the Ground Up
In today's dynamic business landscape, establishing a solid foundation for customer success is paramount to organizational growth and customer retention. Join us for an insightful discussion where seasoned Customer Success Leaders share their expertise on the art and science of constructing a successful Customer Success (CS) process from scratch.
Key takeaways include:
- Signs that you need a more formal process
- Laying a solid foundation for a process and building strategically
- Understanding what your customers need to be successful
Don't miss the chance to build a foundation that not only meets but exceeds customer expectations, driving long-term success for both your customers and your organization.
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. In this session, experts will uncover powerful tactics designed to enhance your customer success approach, ensuring long-term loyalty and satisfaction in the evolving landscape of 2024.
Improving Product Adoption Through an Omnichannel Customer Education Strategy
How can customer success teams leverage their educational content and engagement channels to increase product adoption and customer satisfaction?
Join us for an expert panel discussion with the Head of Customer Success at Chameleon, Head of Growth at Navattic, and Director of Product Marketing at Vitally, as they share tactics to develop an omnichannel customer education strategy that's impactful.
Plus, discover how Vitally used Chameleon in-app Tours with Navattic demos to launch their On-demand Academy and drive product adoption.
Aligning Finance & Customer Success Teams: Keeping Your Eye on the Margin
Join us for an insightful webinar as we explore the crucial alignment between Finance and Customer Success teams. In this session, we will delve into the importance of getting finance teams bought into investing further in Customer Success by orienting CS goals that support and align with top-level business objectives.
Re-Inventing the (Fly)wheel: Building a Customer Advocacy Program That Benefits Your Customers & CSMs
Learn how to develop a program that nurtures strong customer relationships, encourages customer referrals, and enhances Customer Success outcomes. Gain practical tips and best practices from experienced professionals in the field.
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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.
Watch this insightful webinar to learn the strategies and best practices that empower Customer Success Operations Leaders to harness the full capabilities of their tech-stack, elevate team productivity, and boost customer outcomes.
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?
Encouraging customers to fully utilize the product’s features and capabilities requires effective communication, training, and continuous support. Low adoption rates and lack of engagement can hinder customer success and satisfaction.
If so, watch the CS Unleashed webinar focusing on onboarding and product adoption. In this interactive and engaging session, we’ll show you how to transform your client experience from good to exceptional.
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.
Here’s a sneak peek of the topics they unraveled during the webinar:
- Why customer education is crucial in scaling Customer Success operation
- Best practices for building an academy center accessible to customers
- How to operationalize and measure customer education’s impact on customer success
Watch the on-demand recording of the webinar to uncover the hidden gems behind customer education’s pivotal role in Customer Success operations and walk away with ways to create an educational oasis for your customers.
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
it. In this webinar, our panelists explained what A.I. is, how it works, and why it has become a game-changer for Customer Success teams.
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.
In this discussion, Vitally’s Customer Support Manager, Laura Bedoya, and Simplesat’s Product Expert, Hannah Logan, dove deep into bridging the gaps between CSAT and customer feedback for today’s Customer Success team.
Our expert panelists shared the unique features of this Vitally integration and the benefits of using these two tools together, including:
- Optimizing customer feedback
- Creating a strong partnership between Technical Support & Customer Success teams
- Enabling Product-Led Growth (PLG)
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.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
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?
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 who have built and scaled Customer Success teams to discuss how to build a Customer Success organization from the ground up.
Our panelists shared:
- Advice on having a Leader or IC as your first Customer Success hire.
- Essential tools necessary to scale your Customer Success efforts.
- Support vs. Success: How to balance the needs of your customers while achieving company goals.
- Insight on which GTM insights will drive your Customer Success strategy.
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.
Vitally—the modern Customer Success Platform—and Simplesat—the fun and engaging survey tool for service businesses to gather insightful feedback from their customers—hosted a panel of industry experts to discuss the importance of understanding customer sentiment, turning customers into advocates, and measuring the impact of customer relationships that drive real change.
Our panelists covered:
- How to best use customer sentiment to make better decisions for your Customer Success organization.
- Strategies for boosting customers involvement in advocating for your business or product.
- Best practices for creating actionable insights from customer feedback that measure long-term impact.
- And answers to your questions!
First-Look Product Webinar: See the Future of Customer Success Productivity
We're excited to announce Vitally has raised $30M in Series B funding.
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.
We can't wait to show you what the future of Customer Success work looks like.
Be sure to register, even if you can't attend, as we will be sending out a recording of the panel to all registrants!
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.
Our panelists will cover:
- How to effectively create product support processes and escalation paths.
- Best practices for crafting a customer-first support experience.
- Methods on prioritizing and managing support requests
- Tips for building a successful Customer Support and Customer Success partnership.
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.
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—bring together a panel of Customer Success leaders from RecastSuccess, Dover, and Kind Consultants to discuss how and why your organization should consider a non-traditional approach to building and/or growing your Customer Success team, and what to look for in a non-traditional hire to ensure they’ll excel in the role.
Our panelists cover:
- Why it's important to build a Customer Success team that reflects the diversity of your customer base.
- How First Principles apply to Customer Success organizations and their hiring processes.
- Tips on what to look for in a non-traditional hire and what traits to showcase if you are the non-traditional hire.
- Answers to your questions!
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.
Our panelists cover:
- When companies should start to consider tiering their customers
- Customer Success hiring considerations for supporting different tiers
- The pros and cons of different segmentation strategies i.e. industry, geography, ACV, etc.
- Answers to your questions!
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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.
Vitally—the modern Customer Success Platform—brings together a panel of Customer Success and Growth leaders from leading Product-Led companies, Hotjar, Productboard, and Mixpanel, to discuss Customer Success' role in enabling PLG and what Customer Success teams need in order to be successful in doing so.
Our panelists cover:
- Best practices for engaging and retaining tech-touch customers
- Proactive outreach: user journeys, user onboarding, and feature adoption flows
- User segmentation methodologies that support PLG
- Tech-stack essentials for enabling Customer Success
- Answers to your questions!
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.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
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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.
Our panelists cover:
- Different Health Scoring models for different lifecycle stages
- Considerations for dynamic Health Score equations
- How to think about Health Scoring for different customer segments
- The customer data that has the highest impact on customer health & how to quantify qualitative data
- Answers to your questions!
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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.
Our panelists cover:
- Tactical advice on building out a commission structure for post-sales teams (whether they’re responsible for opportunities or not)
- The pros and cons of bonus plans vs. paying out commission
- How to budget for a post-sales bonus/commission structure when you have limited resources
- Why should you implement a compensation plan for post-sales teams?
- Answers to your questions!
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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.
Our panelists cover:
- How to do the job before you have the title
- Managing up and down within your team and organization
- Laying the foundation for a high performing team
- How to lead with vulnerability, empathy, and care
- Answers to your questions!
Be sure to checkout Steve Haase's course for new managers here.
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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.
With Docs, Vitally users can quickly create dedicated workspaces to share critical project details, provide new levels of transparency, and empower teams across organizations to work together like never before.
In this product-driven webinar, the Vitally team covers:
- Creating and sharing a Doc in Vitally
- Use cases for Docs
- Why we built Vitally Docs
- Answers to your questions!
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.
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.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
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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.
Vitally, the modern Customer Success Platform, and Chargebee, the leading subscription management platform, are bringing together a panel of Customer Success, Retention, and Operations leaders from Spiff Inc., Chargebee, and Vitally to discuss how they use churn prediction to maintain, and expand within, their installed customer base and position Customer Success as a revenue driver as their organizations scale.
Our panelists will cover:
- Prediction Churn forecasting using customer health scores
- Prevention How to listen for early churn signals (and what to do if you see them)
- Payments How to support customers when they want to scale down
- Post-Mortem How to fail forward and learn from churn
- Answers to your questions!
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Scale or Fail: Mastering Sales & Customer Success Collaboration
When it comes to Sales & Customer Success—alignment is out, collaboration is in.
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)!
Our panelists cover:
- How Sales and Customer Success collaboration looks different for different CS models.
- Mitigating surprises and managing expectations before, during, and after customer onboarding.
- The differences between a mature and immature customer handoff, and advice on how to improve your organization's process.
- Answers to your questions!
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.
First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
Try Now →
Calculate Customer Success KPIs
Plug in your numbers to see where your company stands with Net Revenue Retention (NRR) and Churn.
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Measure Team Productivity
Curious how a Customer Success Platform will benefit your team? See what ROI could look like in 12 months.
Try Now →Boost Your Customer Success Productivity Now
Sign up for a quick demo to see what Vitally can do to your improve your Customer Success organization.
