Vitally

Vitally is a customer success platform (CSP) for B2B SaaS companies that combines real-time customer data pulled from a company's existing tech stack with productivity, project management and collaboration tooling in a single workspace. The product is aimed at customer success managers and their leaders, and is intended to help teams reduce churn, improve account expansion and support revenue growth by programmatically identifying accounts that need support or present expansion opportunities based on user-level activity.

Core functionality includes configurable Hubs and Views (tables, boards, dashboards, docs, projects and Account 360 profiles) for organizing work and data; Playbooks for automating workflows such as CSM assignment, task creation, segment application, goal setting and email campaigns, with branching logic and 13+ playbook actions; time-based Projects and tasks tied to lifecycle stages; Goals for measuring outcomes; custom Surveys and NPS; collaborative Docs that can embed projects, tasks and goals and be shared with customers; meeting and calendar features with note-taking; dynamic health scores; and reporting dashboards.

A layer of AI features, marketed as Vitally AI, generates customer summaries from unstructured data such as transcripts, notes and tickets, drafts follow-up tasks and conversation replies, answers natural-language questions about accounts, meetings and conversations, and produces meeting transcripts. An MCP server allows the customer data in a Vitally workspace to be accessed from third-party AI tools.

Founding story

Co-founder and CEO Jamie Davidson conceived Vitally while serving as chief customer officer at his previous company, Pathgather, where he found existing tools for automating repetitive customer success tasks inadequate and decided to build his own. The company was founded in 2017 with co-founder and CTO Patrick Vatterott and went through Techstars New York City that year.

Business model

Vitally sells a subscription B2B SaaS platform to customer success organizations, positioning the product as an all-in-one alternative to using a CRM plus separate productivity and reporting tools. Distribution is direct, with demo requests, a self-guided product tour, pricing published on the site, and a service-partner and referral program alongside a broad set of native integrations into customers' existing product, CRM and communications systems.

Revenue comes from software subscriptions to the Vitally platform, with pricing published on the company website.

Traction

The company reports more than 600 B2B customer success teams as customers and a 4.5 G2 rating from over 700 reviews. In 2022 it nearly quadrupled annual recurring revenue, doubled its customer base and grew headcount from 18 to 52, reaching 62 employees by February 2023 with plans to more than double again that year. At the time of the 2021 Series A the company reported averaging 3x annual revenue growth. Customer Productboard reported reducing gross churn by 50% over a year using Vitally.

Latest developments

Recent product work centers on AI: the launch of Vitally AI with instant customer summaries, agentic actions, natural-language querying and an AI meeting recorder; a Vitally MCP server to expose customer data to external AI tools; and Blueprints, an expert-built template library. The company also distributes a library of Claude customer success skills and markets itself as a G2 Grid Leader for customer success platforms with a 4.5 rating from more than 700 reviews.