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Account health scores & metrics
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.
Vitally supports assigning each customer a Customer Success Manager (CSM) as well as an Account Executive (AE). You can also add any additional roles that need to be tracked (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.
NEW FEATURE: Additional Key Roles is now supported! Please note that besides CSM & AE key roles, this new feature is only available in Custom Plans.

Why assign a Key Role to a customer

Easily view your customers + their KPIs
As you navigate Vitally, you'll see a Current Workspace tab at the top left. Clicking that will allow you to switch between data belonging to all customers in your entire organization, or data belonging to customers associated to you personally. Clicking 'My Accounts & Data' will provide you with access to all the data you personally own, are assigned to, or data belonging to the accounts you specifically manage.
Receive notifications about your customers
CSM and AE's 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 Key Roles
When creating indicators (see Playbooks), you can choose to assign alerts for example to the CSM or AE for that customer.
Automatically assign tasks (in Vitally) to Key Roles
Similarly, you can also auto-assign tasks in Vitally to each account's CSM, AE, Implementation Specialist, etc.
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.
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.

How to create a Key Role

  1. 1.
    Navigate to your Settings (βš™οΈ) at the bottom left of the left panel
  2. 2.
    Click on Key Roles under Data Management.
  3. 3.
    Click "New Key Role" on the top right blue button
  4. 4.
    Name your new Key Role
  5. 5.
    Select the Mapped Email Trait
Please note that besides CSM & AE key roles, additional Key Roles are only available in Custom Plans.

How to assign a Key Role to an account

Manually assigning Key Roles to accounts

To add a CSM, AE, or any other Key Role tracked 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 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.

Via Hubspot Integration

If you have integrated Hubspot as a data source, you can configure a one-way or bi-directional sync of Key Role assignments between Hubspot and Vitally.

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 [email protected]). 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 Key Role's email in the displayed window