Vitally

We Help You Build Scaled Customer Success. vitally.io

Customer Success Tools
★★★★☆ 4.1
2017 Founded
51-200 Employees
600+ Customers
Brooklyn, NY, United States Headquarters
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Quick Facts

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Website
vitally.io →
Starting Price
299
Pricing Model
tiered
Free Trial
unknown days
Company Type
private
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About Vitally

Vitally is a modern Customer Success Platform (CSP) built to help B2B companies improve productivity, collaboration, and revenue impact across the customer lifecycle. By combining customer data from CRMs, product analytics, billing, and support tools with day‑to‑day work management, Vitally gives CS teams a single source of truth to reduce churn, increase expansion, and prove their impact on net revenue retention. vitally.io

The platform centers on productivity features like Hubs (team workspaces), Projects, Docs, and automated Playbooks, all powered by deep integrations and an AI Copilot. CS teams can build dynamic health scores, track goals, orchestrate onboarding and renewals, capture QBRs, and collaborate with customers in shared Docs, while dashboards and reports surface KPIs and trends across the customer base. vitally.io

Founded in 2017 and headquartered in Brooklyn, NY, Vitally has raised roughly $40.6M in venture funding, including a $9M Series A led by Andreessen Horowitz and a $30M Series B led by Next47 with participation from HubSpot Ventures and NewView Capital. globenewswire.com The company has grown to around 100–120 employees and is used by 600+ B2B customer success teams, including brands like Zapier, Twilio Segment, Productboard, Gorgias, Navattic, Pleo, Mixpanel, Intercom, Tines, and Culture Amp. leadiq.com

Vitally positions itself as a productivity‑first alternative to legacy CSPs such as Gainsight, Totango, and Planhat, with a consumer‑grade UI, fast time‑to‑value, and "All Features, All Plans" packaging where pricing scales mainly with seats and account volume rather than feature gates. Its strong G2 presence (#1 Momentum Leader in Customer Success, Top 50 Project Management Tools, 4.5/5 rating) and SOC 2 Type 2 and GDPR compliance underpin its credibility for mid‑market and growth‑stage SaaS companies that want a modern, AI‑enhanced customer success stack. vitally.io

Key Features

Unified customer 360u00b0 profiles that combine product usage, CRM, billing, and support data across accounts, organizations, and users into a single source of truth. vitally.io

Hubs - dedicated workspaces to organize teams, segments, lifecycle stages, and views (tables, boards, dashboards, Docs, Projects) around the work each CS group cares about. docs.vitally.io

Dynamic Health Scores that can vary by lifecycle stage or segment to quantify customer health using configurable metrics and signals. vitally.io

Custom Dashboards and reporting widgets to track KPIs such as NRR, churn, adoption, time-to-value, and CS team performance. vitally.io

Projects and task management to orchestrate onboarding, implementations, QBRs, renewals, and other CS workflows with shared timelines and ownership. vitally.io

Docs - collaborative, shareable documents for mutual success plans, onboarding checklists, QBR summaries, and more, with embedded metrics, comments, and permissions for internal and external stakeholders. prnewswire.com

Automated Playbooks to trigger multi-step workflows (tasks, emails, indicators, segment changes, docs, projects) off health changes, product events, NPS scores, traits, and other customer signals. vitally.io

Indicators and alerts that automatically flag churn risks or expansion opportunities and route them to the right CSM or team. docs.vitally.io

Built-in customer messaging and conversations, including automated and bulk emails via Gmail/Outlook or Intercom, to drive scalable outreach across the lifecycle. vitally.io

NPS and custom surveys to capture customer feedback and sentiment and feed it into health scores, Playbooks, and reporting. vitally.io

Vitally AI Copilot for instant account summaries, suggested next best actions, follow-up drafts, meeting recaps, and insights from notes, tickets, and conversations. vitally.io

AI Meeting Recorder and AI+ add-on to automatically record, transcribe, and analyze customer calls, then generate custom AI summaries and tasks. docs.vitally.io

Segmentation and lifecycle tracking to slice accounts by ARR, industry, stage, engagement, or any trait, and to automate entry/exit into segments for scaled motions. docs.vitally.io

Deep bi-directional integrations and APIs so CS can sync data and actions with CRMs, data warehouses, support tools, billing systems, and more without heavy engineering effort. vitally.io

Pros & Cons

👍 Pros

  • Clean, modern, and intuitive UI that is easy for CSMs to adopt and use daily. g2.com
  • Strong bi-directional integrations with tools like Salesforce, HubSpot, Zendesk, Intercom, Segment, and calendar/email systems, reducing manual data work. vitally.io
  • Powerful automation and Playbooks that standardize workflows, trigger alerts, and save CS teams significant time. vitally.io
  • Highly configurable health scores, views, and dashboards that let teams tailor metrics and reporting to their business. vitally.io
  • Centralized 360u00b0 account view that brings interactions, tasks, notes, ARR, and product usage into one place for CS and account teams. g2.com
  • Responsive, CS-focused support team and onboarding resources (CSMs, training, documentation) that help customers ramp quickly. g2.com
  • New AI Copilot and AI meeting capabilities that summarize touchpoints and accounts, which many users describe as a major time saver. vitally.io

👎 Cons

  • Steeper learning curve and complexity for non-CS specialists; some users find the breadth of configuration overwhelming at first. g2.com
  • Some limitations or friction reported in certain integrations (e.g., HubSpot, Intercom, Amplitude) and in handling complex account/user hierarchies. capterra.com
  • Playbook automation and reporting are powerful but can feel less advanced or less visually flexible than dedicated workflow or BI tools; users request more sophisticated branching and visualization. vitally.io

User Reviews

G2
4.5
★★★★★
Capterra
3.7
★★★★☆
TrustRadius
8.0
★★★★★

Integrations

Salesforce HubSpot Zendesk Intercom Slack Gmail Outlook Google Calendar Segment Mixpanel Pendo Amplitude Stripe Chargebee Recurly Snowflake Amazon Redshift BigQuery Census Rudderstack Simplesat Jira Looker Zapier

Best For

Company Size

smb mid-market enterprise

Industries

B2B SaaS Technology Information Technology & Services Financial Services Computer & Network Security

Use Cases

Customer onboarding and implementation project management Customer health scoring, churn risk detection, and proactive retention Renewal and expansion pipeline management Digital and tech-touch customer success at scale QBRs, success planning, and executive reporting Customer collaboration via shared workspaces and mutual success plans

FAQ

What is Vitally?

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Vitally is a customer success platform designed for B2B companies, especially SaaS businesses, that unifies customer data from tools like CRMs, product analytics, billing, and support with day-to-day CS work management. It provides health scores, automation, collaborative Docs and Projects, dashboards, and an AI Copilot so CS teams can proactively reduce churn, increase expansion, and prove their impact on revenue. vitally.io

How much does Vitally cost?

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Vitally does not publish list pricing on its website. Public sources such as Capterra report a starting price of about $299 per month, and Vitally's own content notes three tiers (Tech-Touch, Hybrid-Touch, High-Touch) where pricing scales based on seats and number of managed accounts. Contracts are typically annual, with monthly or annual billing and no separate setup fee; exact pricing is quote-based and requires contacting Vitally's sales team. capterra.com

What are the main features of Vitally?

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Key Vitally features include unified customer 360u00b0 profiles, Hubs workspaces, dynamic health scores, dashboards and reports, Projects and tasks, collaborative Docs, Automated Playbooks and Indicators, NPS and surveys, built-in email and messaging, Vitally AI Copilot and AI Meeting Recorder, robust segmentation, and a wide library of integrations and APIs with systems like Salesforce, HubSpot, Zendesk, Segment, Mixpanel, Stripe, Snowflake, and more. vitally.io

Who are Vitally's main competitors?

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Vitally competes with other customer success platforms such as Gainsight CS, Planhat, Totango, ChurnZero, Custify, and ClientSuccess. Many buyers compare Vitally against these tools on G2, Capterra, and TrustRadius, often citing differences in usability, implementation speed, automation depth, and pricing. g2.com

Is Vitally good for small businesses?

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Vitally is used by many small and mid-sized B2B SaaS companies and scores well with SMBs on G2, where most reviewers come from small and mid-market segments. However, some very small teams comment that the platform's breadth and cost can be high relative to their needs; it tends to be best for startups and SMBs that have at least a few full-time CSMs and a more complex customer journey to manage, rather than solo operators or very simple CS motions. g2.com

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