MemberSpace Scales Customer Success with a Custom Health & Risk Dashboard

About This Blueprint

Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

MemberSpace is a powerful membership website software for Squarespace, WordPress, and more that makes it easy to sell membership access to any part of your website.

With a product-led growth model and tech-touch onboarding approach, MemberSpace relies heavily on product experience and customer success to drive retention and growth.

Shannon Steiner, the company's first and only Customer Success Manager, was brought on to build the department from scratch. Reporting directly to the CEO and CTO, her mandate was to proactively manage hundreds of accounts and address retention challenges — all without expanding headcount.

Results at a Glance

• Reduced weekly account research time from 10–15 hours to under 1 hour
• Prevented 5 churns in the first month through proactive outreach
• Cut “concerning” accounts in half, alleviating significant risk in mere weeks
• Tied feature requests directly to ARR for better product prioritization
• Enabled data-driven leadership visibility, with no meetings required

Challenges Measuring Customer Health & Identifying Risk

Before implementing Vitally, MemberSpace faced several challenges:

• Lack of visibility into customer health: With no structured process in place, there was no reliable way to identify at-risk accounts or assess overall customer well-being.
• Manual, fragmented workflows: Shannon spent up to 15 hours per week toggling between various tools and spreadsheets just to research accounts.
• No system for feature request tracking or revenue attribution: Product feedback was anecdotal, hard to prioritize, and disconnected from customer revenue.
• Unscalable engagement model: With over 200 accounts to manage and no plans to hire, Shannon needed a tech-touch approach that still felt personalized and strategic.

How MemberSpace Uses Vitally to Accurately Measure Health & Risk

Shannon built a scalable customer success system for MemberSpace centered on their Health & Risk Dashboard, enabling her to:

1. Monitor Customer Health at Scale

Using custom Health Scores tied to product usage, engagement, and revenue data, Shannon can instantly see which accounts need attention.

“Now, instead of digging through five platforms, I log into Vitally and within an hour I’ve handled my entire daily account review. It’s been a massive time-saver.”

She also uses a CSM Pulse Trait to manually assess customer sentiment and align it with the health score. Discrepancies between the two prompt deeper dives, helping her validate risk signals and stay proactive.

2. Track and Prioritize Feature Requests

By tagging top customers as “stars” and logging feature requests tied to each account, Shannon created a system that links feedback directly to revenue impact.

“I can now say: this one feature request represents a certain amount in ARR across 10 customers. Before, all that data was in spreadsheets — not manageable at all.”

3. Create Custom Risk Indicators

Vitally's flexible Playbooks and Risk Indicators alert Shannon to early warning signs like declining ARR over the trailing 12 months or upcoming cancellations — all without manual digging.

4. Report Meaningfully to Leadership

With her Health & Risk Dashboard, Shannon provides real-time visibility to leadership on customer health, revenue segments, and churn risk.

“Our CEO and CTO don’t have time to sit on a call and talk for hours about customer status. This one dashboard gives them a very quick visual into what’s most important.”

5. Automate Outreach to Improve Retention

By setting up automated, personalized messaging flows in Playbooks, Shannon engaged her full book of business and saved five cancellations in just one month — before the system was even fully live.

“That’s five customers who hadn’t heard from us before. Without Vitally, they would’ve just quietly churned.”

Customer Success Features to Get Started

• Playbooks to automate manual tasks and engage with customers
• Health Scores to measure and analyze customer health
• Risk Indicators to proactively identify churn risks
• Custom Widgets to dig deep into customer data
• NPS Surveys to gather critical feedback from customers

Conclusion

For MemberSpace, Vitally has become the single source of truth for scaled customer success. By centralizing data, automating workflows, and enabling proactive engagement, Shannon was able to build an efficient, impact-driven CS strategy — solo.

“This is the first time I’ve truly been able to build CS the way I’ve always wanted. Vitally gives me the confidence and visibility to scale customer success without scaling headcount.”

Ready to start scaling your own Customer Success operations while improving productivity and efficiency? Request a demo of Vitally today, or take our platform product tour.