Assigning CSMs to Customers
Vitally supports assigning each customer a Customer Success Manager (CSM). The Customer Success Manager for a customer should be the person at your company responsible for the relationship with that customer.
Why assign a CSM to a customer
View your trials & customers
From the "My Vitally" menu, you can quickly view the customers that you are the CSM of. That way, you can analyze the customers you're responsible for and decide which need your attention.
Receive notifications about your customers
The CSM for a customer will receive notifications from Vitally about changes to the customer's status, including new indicators. That way, your Customer Success team can proactively intervene and find ways for your customers to be successful.
Automatically assign indicators to CSMs
When creating a indicators (see rules), you can choose to assign alerts to the CSM for that customer so that the CSM is immediately alerted to issues at the account.
Assign tasks in your connected systems
When Vitally sends data to your other connected systems via Zapier and Segment, the data sent includes the CSM for that customer. That allows you to trigger workflows in those other systems that are CSM aware. For example, you could send a Slack alert directly to the CSM or trigger an email from the CSM so that the customer is always messaged by the same person.
How to assign a CSM to a customer
From that customer's dashboard
You can assign or update the CSM for a customer directly from that customer's dashboard:
From the customer or trial explorer
To assign a CSM to multiple customers at once, select the target customers from the customer or trials explorer and select "Change CSM".
Auto assigning CSMs with rules
You can also leverage our Rules feature to auto-assign CSMs to accounts that meet configured requirements. Read our doc on rules to learn more.