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.
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.
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.
How to Build 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 template to effectively communicate value to customers and grow expansion revenue.
Renewal Call Note Template
Efficiently prepare for your upcoming renewals and maximize revenue with Lauren's Renewal Call Blueprint.
CSM Transition Template
Take a look at how Liz ensures a successful and smooth CSM-to-CSM account handoff with her CSM Transition Blueprint.
User Interviews’ Post-Sales Handoff Template
Check out how Christy from User Interviews welcomes and onboards customers at scale with their Post-Sales Handoff Blueprint.
Client Escalation Template
Turn customer escalations into a positive experience and minimize errors by using Celine's Client Escalation Blueprint.
Key Stakeholder Change Template
Ensure stakeholder changes go smoothly with Parker's Key Stakeholder Change Blueprint designed for Hybrid and High-Touch Customer Success.
Quarterly Business Review Prep Template
Learn how Taylor collaborates with customers and streamlines his process for business reviews with his QBR Prep Blueprint.
New Customer Kickoff Template
Take a peek at how Steven uses Project Templates to make onboarding easy for new customers in this New Customer Kickoff Blueprint.
Athenian’s Customer Onboarding Plan
Learn how José from Athenian creates a streamlined and collaborative onboarding experience with his Customer Onboarding Doc.
Sales to Customer Success Handoff Template
Discover how Zack streamlines the account handoff process with our Sales to CS Handoff Blueprint.
Implementation Guide Doc Template
Increase time-to-value (TTV) and take the complexity out of your implementation process by using Krista's Implementation Blueprint.
#paid’s New Account Onboarding Checklist
Learn how Natasha at #paid keeps her book of business on track and increases time-to-value with this New Account Onboarding Blueprint.
Sales Discovery Template
Streamline your discovery process and delight prospects with Carly's interactive Sales Discovery Blueprint.
Churn Report Template
Discover how Amelia captures and analyzes data from churning accounts at scale using this Churn Report Note template.
Beta Program User Kickoff Template
Renée's Beta Program User Kickoff Blueprint gives Customer Success and Product teams a scalable way to manage and collect feedback from participants.
Easy QBR Scheduling from Followup CRM
Check out Christine from FollowupCRM's quick and concise template for scheduling QBRs.
Followup CRM's Onboarding Checklist
Get inspired and learn how Christine at FollowupCRM keeps her book of business on track with her Onboarding Checklist Blueprint.
Resolving NPS Detractors with Mixpanel
Quickly address and resolve customer concerns at scale using Ryan from Mixpanel's customizable NPS Detractor Blueprint.
Mixpanel’s Guide to Customer Onboarding
Discover how Peishan and her team at Mixpanel use this Onboarding Project Template to ensure customers have a consistent, positive onboarding experience.
#paid’s New User Onboarding Checklist
Keep customers on track with a quick and easy onboarding checklist from Natasha Cantisano at #paid.
Success Planning Doc Template
Effectively track goals and collaborate with customers using Sarah's dynamic, customizable Success Plan Doc.
Duco’s Executive Business Review (EBR) Project
Create a standardized, scalable process for Executive Business Reviews by using Joe from Duco's EBR Project.
Duco’s EBR Note Template
Ensure a successful business review and streamline business updates with Joe from Duco's Executive Business Review Note Template.
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)
Vitally Named the Leading Customer Success Platform of G2’s Top 50 Project Management Tools of 2025
Vitally ranked 18th on G2's list, joining Smartsheet, Asana, Airtable, and Slack. Most notably, Vitally is the highest and only ranked Customer Success Platform.
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.
The Power of Making Clients Feel Heard and Understood
Learn how deep listening, strategic questions, and 30,000 foot customer conversations help CS professionals build trust, reduce churn, and uncover new growth opportunities.
The Future of Customer Success: 6 Key Trends and Predictions for 2025 and Beyond
Over the next decade, CS will be driven by new technology, shifts in customer expectations, and innovative strategies that will enhance customer experiences.
The Four Stages of Customer Onboarding Maturity
By identifying your current stage and taking steps to reach the next level, you can deliver value to your customers faster and ensure your team members are working efficiently with the resources they have.
The Fall Drop: Better Just Got Better
Introducing Vitally's Fall Drop, our latest release of best-in-class Customer Success features tailored for today’s Customer Success teams.
The 8 Best Customer Success Conferences of 2025
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 2025.
"CSM Confidential" Part 2: Helping Direct Reports Navigate Career Growth & Compensation — 9 Key Takeaways
During our second CSM Confidential event, our expert guests discussed how to support the professional growth of future Customer Success leaders. Here's a summary of the most important insights.
Customer Success at Scale: How to Identify and Prioritize Expansion Opportunities
By streamlining your expansion processes, you can spend less time searching for opportunities and more time engaging with customers in productive, value-driven ways.
How to Earn Cross-Functional Brownie Points Through Efficient Collaboration
On our quest for personal productivity, there's a crucial factor we often overlook: how our prioritization impacts others. Here's how to make productivity a team sport.
Roadmap for New CS Leaders: What to Prioritize in Your First 30/60/90 Days
Lizzy Rosen shares her advice for acing a new CS leadership role, including how to build trust from day one and the tactical questions you should ask your team.
How to Build a Customer Survey From Start to Finish
Learn how your Customer Success team can build actionable surveys, improve data visibility, and discover customer insights that drive business results.
A Short Guide on Building “Wow” Customer Self-Service Experiences
Is your time being eaten up by support tasks that should be owned by other teams? Here's how to create self-service platforms that help clients help themselves.
Intentional Communication: The Key to Effective Customer Success Leadership
Customer Success requires effective communication skills, whether you’re a CSM, team leader, or executive. Here's how to ensure you're always conveying the right message.
The ChatGPT Hack That Rescued My Customer Success Team
AI tools don't have to be scary for CS pros. Here’s how I built a ChatGPT bot that improved our customer experience and saved my team hundreds of hours of work.
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.”
B2B Customer Churn Prevention: 8 Tactics That Actually Work in 2025
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.
"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.
16 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.
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.
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.
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.
11 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 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.
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.
CS Keynote Series: Key Financial Metrics in SaaS & How CS Teams Can Impact Them
Financial literacy is essential for CS leaders who want to make an impact. In this keynote, Laura Kightlinger explains how CS contributes to the SaaS business model and which metrics are the most important to master.
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.
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.
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.
How to Leverage Technology for Proactive Customer Success
Join us for a dynamic panel webinar featuring CS leaders from Simplesat, Upflow, and Vitally as we delve into the heart of Customer Success innovation.
Customer Success Processes That You Aren’t Automating But Should
Discover how unlocking the power of automation can revolutionize your Customer Success strategies. Whether you're a Vitally customer or exploring the possibilities, this webinar promises valuable insights and practical tips to elevate your Customer Success endeavors.
How to Build a Customer Success Process from the Ground Up
Are you an early-stage Customer Success leader navigating the challenges of scaling? Join seasoned experts for FreightWise, Vitally, and beyond who have successfully built and implemented CS processes.
Mastering the Art of Customer Retention: Tactics for CS Success in 2024
Join us for an engaging virtual conversation with Customer Success leaders from Vitally, Banzai, and Women in Customer Success as we delve into the crucial strategies for effective customer retention in 2024.
Improving Product Adoption Through an Omnichannel Customer Education Strategy
Join Product, Marketing, and Customer Success Leaders from Vitally, Chameleon and Navattic in this exciting webinar on driving customer education.
Aligning Finance & Customer Success Teams: Keeping Your Eye on the Margin
Join Finance and Revenue leaders from Vitally and Help Scout as they discuss the aligning Finance and Customer Success teams!
Re-Inventing the (Fly)wheel: Building a Customer Advocacy Program That Benefits Your Customers & CSMs
Join Industry experts from Vitally, PeopleGrove, and Lantern as they explore various topics related to customer advocacy programs!
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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.
From Implementation to Success: Proven Strategies for Cultivating Long-Term Adoption
CS teams must navigate complex implementation processes, varying customer requirements, and time constraints while ensuring that customers are set up for success from the start. Do you want to create a seamless and unforgettable client journey?
How to Measure Customer Education’s Impact on Retention
Customer education can be a powerful initiative for scaling your Customer Success organization while strengthening overall retention rates. This webinar brought together Customer Success and education leaders from Vitally, WorkRamp, and Productboard to share their insights on the impact of customer education on retention, and its pivotal role in scaling and ensuring your customers get the most value out of what they need to succeed.
Leveraging the Power of AI to Transform Customer Success
Do you wonder why A.I. is today's hottest trend? You're not alone. From ChatGPT to breaking down the future of A.I., get an in-depth analysis of how Artificial Intelligence (A.I.) is revolutionizing organizations and transforming how Customer Success teams drive and scale productivity. Mickey Powell, Co-founder and Head of GTM at UpdateAI, a ChatGPT-powered tool that automates call notes and insights for Customer Success teams, as well as Jamie Davidson, Co-founder and CEO at Vitally, and Jeff Chase, Director of Product Marketing at Vitally, discuss the basics of A.I., demystifying the buzzwords and jargon surrounding
Bridging Real-Time Visibility of CSAT to Customer Success
Do you ever struggle to quantify the impact customer satisfaction has on your business? You’re not alone! Vitally and Simplesat partnered to host a 45-min virtual discussion around tools and processes to optimize customer feedback and scale growth.
Customer Success Festival Amsterdam presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing. Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
How To Start Your Customer Success Organization ft. RecastSuccess
Building a successful Customer Success organization requires more than just a plan; do you have the leadership and tools to lay a strong foundation?
How to Operationalize Customer Feedback, Sentiment, and Advocacy ft. Simplesat
Established customer relationships are worth the effort — greater engagement, a deeper understanding of the customer, and increased loyalty for long-term success.
First-Look Product Webinar: See the Future of Customer Success Productivity
Join Vitally CEO and co-founder, Jamie Davidson, and Vitally Founding Product Manager, Renee Kenny, for an exclusive first-hand look at what is coming next for Vitally.
Scale or Fail: Unlock a Winning Support & Success Partnership
How Support can find Success, and Success can provide Support. Vitally—the modern Customer Success Platform— brings together a panel of experts from Vitally, Mattermost, and beyond to discuss best practices for creating useful self-service solutions for their customers, enabling collaboration between these teams, and delivering value throughout the customer experience.
Scale or Fail: How To Build a Non-Traditional Customer Success Team
If your customers represent all industries and walks of life, your company should reflect that—starting with the team on the frontline.
Scale or Fail: Customer Tiers & Considerations For Your Segmentation Strategy
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—brought together a panel of Customer Success leaders from Zappi, Informed K12, RecastSuccess, and Vitally to discuss various segmentation strategies for SaaS organizations, how your segmentation strategy impacts your business, and factors to consider when deciding on a segmentation strategy.
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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.
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.
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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.
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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.
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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.
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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.
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.
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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.
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Scale or Fail: Mastering Sales & Customer Success Collaboration
Vitally has built a panel of Customer Success and Sales leaders from our own team, DUCO, Ignition, and Hubstaff to discuss how they scaled collaboration between Sales and CS at their companies (plus tactical advice on how you can level up your Customer handoff process today)!
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.
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.
