Vitally

Vitally is a customer success platform for B2B SaaS teams, joining health scores, playbooks, projects and AI account summaries; sold by quote only.

Vitally gives customer success managers one workspace for the accounts they own, where customer data, team workflows and customer-facing work meet. Vitally Inc., an independent New York company that works remote first, builds it as its only product. The aim is to catch churn risk early and act on it before a renewal is lost. Health scores, playbooks and the AI layer all read from the same customer record, so a change in one can start the next step in another. Health Scores weigh any mix of metrics, traits, activities and events, with separate profiles for each segment or lifecycle stage. Playbooks automate CSM assignment, task creation and follow-up emails, and Alerts flag a change the moment it happens. Projects track onboarding milestones, Goals measure outcomes across accounts, and Hubs give each team or process a focused view. Collaborative Docs embed goals and project tasks for customers to see, while Custom Surveys and NPS gather feedback in the app or by email. Vitally AI writes Instant Summaries from notes, transcripts and tickets, and its Agentic Actions draft follow-up tasks and replies. The platform is aimed at B2B customer success teams and the roles around them: CSMs, CS leaders, CS operations and account managers. It fits product-led companies running one-to-many programmes, teams that manage each account one to one, and hybrids of the two. CS leaders build dashboards on health, MRR, lifecycle stage and segment trends, starting from Blueprints templates for executive and forecasting views. Operations staff own the playbooks and segments that route work to the right person. Renewal reviews, onboarding projects and quarterly business reviews all start from the account page. Meetings sync from Google Calendar and Gong, and AI note-taking transcribes each call so a summary is ready before the next one. Product usage events and warehouse tables from Snowflake or BigQuery feed health scores and segments as they change. When an account's health drops, a playbook can open a task for its CSM and post the news to leadership in Slack. Vitally suits a CS team that wants to run renewals, onboarding and customer feedback from the account record itself.