Vitally is a modern customer success platform designed for high-growth B2B SaaS companies. It brings together health scoring, task management, automated playbooks, and team collaboration in a clean, fast interface that CSMs actually enjoy using.
Product Overview
Vitally's design philosophy is that CS software should be as easy to use as consumer apps. Its Docs feature lets CSMs build collaborative success plans with customers, while Conversations provides a shared inbox for managing customer communication. The platform's Traits and Metrics system is highly flexible, allowing teams to define customer health their way.
Key Features
- Customisable Health Scoring: Build health scores from any combination of product, engagement, and CRM data.
- Playbooks: Automated task sequences triggered by health changes, lifecycle stage, or custom events.
- Docs (Success Plans): Collaborative documents shared with customers to align on goals and milestones.
- Conversations: Shared inbox for managing customer emails without leaving Vitally.
- Hubs: Kanban-style workspace showing all accounts, tasks, and health at a glance.
Best For
Mid-market B2B SaaS companies with CS teams of 5–50 that want a modern, well-designed platform without the complexity or cost of Gainsight.
Pricing
Growth and Enterprise tiers — custom pricing based on team size and tracked customers. Typically $1,000–$3,000/month.
Key Integrations
Salesforce, HubSpot, Zendesk, Intercom, Slack, Segment, Stripe, Mixpanel
Pros
- Excellent UX — CSMs love it
- Strong playbook automation
- Good collaboration features
- Fast-improving product
Cons
- Smaller ecosystem than Gainsight
- Advanced analytics still maturing
- Limited telephony integration
