Vitally

Unify data, automate workflows, and drive customer outcomes at scale.

by Vitally · Customer Success

Executive Summary

Vitally is an AI-powered Customer Success Platform designed for modern B2B SaaS companies. It unifies customer data from across the tech stack, providing real-time insights and automation to help CS teams deliver exceptional customer experiences, reduce churn, and drive measurable business growth. The platform empowers Customer Success Managers, Leaders, and CS Ops teams to standardize workflows, analyze account health, and make data-backed decisions.

Use Cases

  • Reduce Churn: Proactively identify and address churn risks through intelligent health scores and AI-driven insights.
  • Improve Net Revenue Retention (NRR): Drive growth and expansion opportunities by surfacing key signals and automating engagement.
  • Automate Workflows: Put customer success on autopilot with visual workflow builders and AI-assisted playbooks for routine tasks.
  • Centralize Customer Data: Unify all customer-facing data into a single source of truth for a holistic customer view.
  • Personalized Customer Experiences: Organize workspaces with focused Hubs and collaborative Docs to tailor interactions and align teams.
  • Onboarding and Renewal Management: Track and manage customer lifecycle stages from initial onboarding to successful renewals and expansions.

Features

Visibility

  • Customer Health Scores: Provides intelligent health scores to highlight areas needing immediate attention and proactively identify at-risk customers.
  • Custom Dashboards & Reporting: Allows users to create custom dashboards and access out-of-the-box reporting for key performance indicators across the customer lifecycle.
  • Customer Segmentation: Auto-organizes accounts, organizations, or users into any number of segments based on various data points.
  • Product Usage Tracking: Tracks customer usage, onboarding, and health in one place to provide comprehensive insights into customer behavior.
  • Account 360 View: Unifies all customer-facing data from across the tech stack into a single source of truth for a comprehensive view of each customer.

Intelligence

  • AI Summaries: Instantly analyzes historical unstructured customer data (notes, transcripts, tickets) to build rich, detailed summaries.
  • Churn Prediction & Opportunity Identification: Uses AI to predict churn risk, uncover expansion opportunities, and surface sentiment analysis.
  • AI-powered Workflows & Playbooks: Automates critical workflows and generates AI-assisted playbooks to reduce human touchpoints and accelerate successful outcomes.
  • AI Actions: Generates AI-powered plays for creating follow-up tasks, drafting ideal conversation replies, and creating documentation.
  • Ask AI: Allows users to query about a customer, meeting, or conversation to extract insights, identify risks, and generate actionable takeaways.

Support

  • Vitally Academy: Offers on-demand product lessons, video training series, and in-depth use-cases to help users master the platform.
  • Live Training: Provides live hands-on instruction from the Vitally CS team to help users learn everything from basics to advanced features.
  • Help Center: A comprehensive product knowledge base for self-service support and answers to common questions.
  • Dedicated Customer Success Manager (CSM): Provides personalized guidance and strategic support, typically for higher-tier plans, to ensure customer success and platform adoption.

Technical Specifications

Architecture
Cloud-native SaaS
Deployment
Cloud/SaaS
Authentication
SSO, SAML 2.0
API Available
Yes
MCP Server
No

Infrastructure

  • AWS

AI/ML Stack

  • NLP
  • Machine Learning
  • LLM

Integrations

  • Salesforce
  • HubSpot
  • Segment
  • Intercom
  • Slack

Security & Compliance

Certifications: SOC 2 Type II, GDPR

Encryption: AES-256 at rest, TLS in transit, bcrypt for passwords

Pricing

Model
Tiered subscription (Tech-Touch, Hybrid-Touch, High-Touch)
Starting Price
Contact sales
Target Customer
Startups to Enterprise
Contract Type
Annual, Multi-year discounts available
Free Trial
Yes, Custom demo / Dedicated trial sandbox (credit card required)

About Vitally

Vitally is an all-in-one Customer Success Platform that leverages AI-driven insights, automation, and collaboration tools to help B2B SaaS teams enhance customer retention and drive revenue growth. Founded in 2017, the remote-first company is headquartered in New York, New York, and serves clients like Segment, Zapier, and Productboard.

Founded: 2017 · Headquarters: Brooklyn, New York, United States · Employees: 51-200 · Private