10 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.
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.
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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.
![Churn Rate Benchmarks for B2B SaaS Companies [Updated for Q4 2023]](https://assets-global.website-files.com/63d3e5f547ca0a123a2e07e0/653975fef97dfbf61c91e798_saas-churn-rate-benchmarks.png)
How CS Teams Can Survive a Down Market and Keep Their Seat at the Table
Things are rough out there. You can do everything “correctly” as a CSM and still end up with fewer customers and a missed quota, which puts your job security at risk. Here's what you should do instead of losing hope.
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What Is Customer Success Software? A Guide for B2B Businesses of All Sizes
Customer Success Software is a category of B2B business software that companies use to monitor, manage, and optimize their customer journeys. Here's why Customer Success Software is crucial to the health of your business.
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Vitally Secures Spot on GGV Capital and Crunchbase's "2023 SMBTech 50" List & Joins Honorees at NASDAQ Opening Bell Ceremony
Vitally has been named to GGV Capital and Crunchbase's 2023 SMBTech 50" List, a recognition of Vitally's rapid growth & service to small and medium-sized businesses.
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Personalize Automation to Your Business Needs with Custom Objects
With Custom Objects, teams personalize and enhance their Vitally experience with information that is important to them. Today, we're excited to share an update that enables automated, real-time activities using Custom Object data in Vitally's Playbook automation tool.
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Why Customer Success Managers Need a Customer Success Plan
A well-defined and executed plan is key to keeping your customers successful. In this blog post, we'll discuss what a customer success plan is, how to create one, and the benefits it can provide to both you and your customers.
Blueprints
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 with Zack from Vitally
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.
A Blueprint for 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.
A Blueprint For Building 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 Blueprint 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 Blueprint.
Client Re-engagement Template
Get customers re-engaged and ensure your book of business is achieving their business objectives with Laura's Client Re-enagement Blueprint.
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 Blueprint.
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 Followup CRM's quick and concise template for scheduling QBRs.
Followup CRM's Onboarding Checklist
Get inspired and learn how Christine at Followup CRM 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 Blueprint 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 Blueprint.
Duco's Executive Business Review (EBR) Project
Create a standardized, scalable process for Executive Business Reviews by using Joe from Duco's EBR Project Blueprint.
Duco's EBR Note Template
Ensure a successful business review and streamline business updates with Joe from Duco's Executive Business Review Note Blueprint.
Podcasts
How to Make Client Impact a Team Sport
Greg Collins, VP of Revenue at Boldr, explains why driving client impact is better as a team sport. Discover the art of rallying different departments around the customer experience to turbocharge client impact.
Leaning Into the Business of Your Customer
Monique McDonough, COO at WorkTango, shares strategies on CSMs handling commercial duties and offers guidance on transitioning teams to a customer-centric revenue focus.
Why Storytelling is Crucial in Customer Success
Ryan Seams, Head of CS at AssemblyAI, offers practical tips for creating a story that resonates with leadership, utilizing data effectively, integrating storytelling into team culture for lasting influence, and much more.
Success/ful Trailer: Winning Ideas from the World of CS and Beyond
Host Taylor Johnston, VP of Global Customer Success at Vitally, talks to some of the most effective leaders in and out of CS, bringing in perspectives from across the org to share their unique insights on how Customer Success execs can be most effective in their roles.
Videos
One Vital Question #9: "What's your best customer retention strategy that not enough CS teams use?"
Vitally asked seven Customer Success leaders for their best retention tip that every CS organization should get on board with.
Vitally Labs
The 5-Minute Customer Success Process Builder
With just a few questions, give your team a CS process to drive maximum business impact and deploy your resources most efficiently.
First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
Events
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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.
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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)!
Research
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, PLG CRMs, and 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.
The World’s Greatest CS Experts, In One Place
Visit our expert directory and discover the thought-leaders and visionaries who are changing the way we think about Customer Success.
