Along with assigning the CSM on your team responsible for a customer, you can also assign a user at the customer that 'owns' the account - i.e. they basically pay the bill for your service. Let's go over how this works and why you'll want to do this!

Specifying the Account Owner

By default, we'll auto-assign the first user at the customer to be the Account Owner. In many cases, that's accurate since the first user is likely to be the one to input the credit card that pays for your service. However, if you'd like to change this, simply do so by clicking on the owner on the customer's dashboard.

Running customer reports using the Account Owner

Ensuring your Account Owners are accurate is quite important, as we provide these columns and filters when running your customer reports:

  • Owner: Email - View and search for customers using the owner's email
  • Owner: Join date - View and search for customers using the date the owner first used your product
  • Owner: Last seen - View and search for customers using the date the owner last used your product
  • Owner: Sessions - View and search for customers using the total number of sessions seen from the owner
  • Owner: Last received message - View and search for customers using the last date the owner sent you a message. Note that this requires you enable conversation tracking in Vitally.
  • Owner: Last sent message - View and search for customers using the last date you sent the owner a message. Note that this requires you enable conversation tracking in Vitally.

Using these fields, you can run reports that show customers where the owner hasn't logged in for over a week (as an example). Naturally, you can pair this with Indicators to get automatically notified for customers with owners that start to lose interest in your product!

Auto-emailing Account Owners via our Zapier integration

Another benefit to ensuring your Account Owners are accurate - we send the Account Owner along with their customer to Zapier. Having this data available in Zapier opens up a ton of possibilities to auto-engage with your owners. For example, you could:

  • Create an Indicator in Vitally that fires when an Account Owner at a customer responsible for more than $100 in MRR stops logging in for some amount of time (e.g. 7+ days)
  • Setup a Zap in Zapier that is triggered when a customer has that Indicator active in Vitally.
  • Create an Action on the Zap using your support tool (e.g. Intercom, Front, etc) to automatically email the Account Owner to try and understand why they've stopped using your product.

Naturally, this is only one use case for having access to Account Owners in Zapier - there's many more ways to leverage this data to automate more of your Customer Success processes :)