Assigning Key Roles

Manually or automatically assign a CSM, AE, Implementation Specialist, and any additional roles that need to be tracked, to be responsible for an account.

About Key Roles

Vitally supports assigning each customer a Key Role. We have two default key roles (Customer Success Manager and Account Executive), but you can also add any additional role (e.g., Implementation Specialist). 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, for example.

Why assign a Key Role to a customer

Assigning a Key Role will automate much of your processes without having to know what key role to assign to an activity as well being able to easily see Account data that is specific to that Key role. It doesn't just stop there, assigning a Key Role will assist in:

  • Easily view your customers + their KPIs - By selecting the "only show data for your book of business" on a Hub you will see data that is only relevant to you as an assigned Key Role

  • Receive notifications about your customers - Receive notifications from Vitally about customer status changes, including new indicators. This way, your team can proactively intervene and ensure your customers stay on the path towards success.

  • Automatically send emails from a Key Role of each account - You can also auto-send conversations started in Vitally from the CSM, AE, Implementation Specialist, etc of the account.

  • Automatically assign indicators to Key Roles - When creating indicators (see Playbooks), you can choose to assign alerts, for example, to the Key Role for that customer.

  • Automatically assign tasks (in Vitally) to Key Roles - Similarly to Indicators, you can also auto-assign tasks in Vitally to each account's CSM, AE, Implementation Specialist, etc.

  • Assign tasks in your connected systems - When Vitally sends data to your other connected systems via Zapier and Segment, the data sent includes Key Roles for that customer. That allows you to trigger workflows in those other systems that are CSM/AE/Implementation/Etc 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.

  • Bidirectionally assign Key Roles between Vitally and another system - Hubspot and Salesforce allow for a bidirectional sync with Key Roles. Learn more about setting that up in the Hubspot and Salesforce documentation.

How to create a Key Role

  1. Navigate to your Settings (⚙️) by selecting your Account Logo on the top left

  2. Under Data Management, select Key Roles

  3. Select "New Key Role" on the top right blue button

  4. Select whether this is for Organizations or Accounts (if applicable)

  5. Name your new Key Role

  6. Select the Mapped Email Trait (If you have a trait that contains the email of a team member that is the role for the Organization, select that trait here.)

  7. If you are mapping Key Roles between Hubspot or Salesforce, please see documentation in their respective articles.

How to assign a Key Role to an account

Manually assigning Key Roles to accounts

If you need to manually update a Key Role you can do so in bulk via a Table View:

  1. Either select the specific accounts or select all to which you'll see icons at the very bottom of the screen

  2. Select the Key Role you want to update

  3. Finally, select the team member you want to update the Key Role to

Auto assigning Key Roles with Playbooks

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

Assign Key Roles via Hubspot Or Salesforce

Under each of these you will find a section specifically on "syncing Key Roles":


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, CSM, Implementation Specialist 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:

  1. Navigate to your Settings (⚙️) by selecting your account logo on the top left

  2. Navigate to Key Roles on the left panel

  3. Select the Key Role you want to map an email trait to

  4. Select the trait containing the Key Role's email in the displayed window

  5. Select save

Last updated