Assigning CSMs & Account Executives (AEs) to accounts

Manually or automatically assign a CSM or AE to be responsible for an account.

Vitally supports assigning each customer a Customer Success Manager (CSM) as well as an Account Executive (AE). The Customer Success Manager for a customer should be the person at your company responsible for the relationship with that customer, while the AE would be the sales manager responsible for negotiating changes to the customer's subscription with your business.

Why assign a CSM/AE to a customer

Easily view your customers + their KPIs

As you navigate Vitally, you'll see a My Accounts link in the bottom left. Clicking that link will filter all displayed data to only that belonging to your customers (i.e. accounts where you are the CSM or AE).

Receive notifications about your customers

The CSM and AE for a customer will receive notifications from Vitally about changes to the customer's status, including new indicators. This way, your team can proactively intervene and ensure your customers stay on the path towards success.

Automatically assign indicators to CSMs or AEs

When creating indicators (see Playbooks), you can choose to assign alerts to the CSM or AE for that customer.

Automatically assign tasks (in Vitally) to CSMs or AEs

Similarly, you can also auto-assign tasks in Vitally to each account's CSM or AE.

Automatically send emails from the CSM or AE of each account

You can also auto-send conversations started in Vitally from the CSM or AE of 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 and AE for that customer. That allows you to trigger workflows in those other systems that are CSM/AE 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 or AE to an account

Manually assigning CSMs/AEs to accounts

To add a CSM or AE to an account, either select the accounts you'd like to edit in the Accounts view or navigate to the account's dashboard. Click the ellipsis icon and select a team member.

Auto assigning CSMs or AEs with Playbooks

You can also leverage our Playbooks feature to auto-assign CSMs and AEs to accounts that meet configured requirements. Read our doc on playbooks to learn more.

Using a trait 'mapping'

Let's say you have a Segment account trait that identifies the email address of the teammate that is the AE or CSM of the account (e.g. a csm trait with a value of You can setup a 'trait mapping' using this trait to auto-establish the right CSM relationship in Vitally. Here's how:

  • First, navigate to the Traits -> Account Traits section of your account settings (or get there via Quick Jump).

  • Click the Traits Map button in the top right

  • Select the trait(s) containing the CSM or AE's email in the displayed window