Vitally

What is Vitally?

Vitally is a customer success platform that pulls account and usage data from CRMs, billing systems, product analytics and data warehouses. CSMs see health scores per account, and playbooks assign CSMs, create tasks and send messages when rules match. Docs let the team and the customer edit a success plan together, Projects track onboarding milestones, and Meetings logs attendance and notes from the calendar. AI features summarise accounts and conversations, and an MCP server connects outside AI tools.

Who is it for?

B2B SaaS customer success teams: CSMs, CS leaders, CS operations and account managers. Vitally lists 600+ B2B teams, including Zapier, Gorgias, Pleo and Productboard. Plans are split by CS model: one-to-many (Tech-Touch), mixed (Hybrid-Touch) and one-to-one (High-Touch). Companies without product usage data to feed health scores will use only part of it.

Pricing

• Tech-Touch: quote-based, for one-to-many and product-led CS.
• Hybrid-Touch: quote-based, for mixed CS models.
• High-Touch: quote-based, unlimited full seats.

Every plan includes core features, unlimited automations, unlimited observer seats, single sign-on, the full integration library and unlimited docs. Vitally AI+ is sold as an add-on. Prices checked on 6 October 2026.

Strengths

• Unlimited automations and observer seats on every plan, so read-only colleagues cost nothing.
• SSO on all plans, not held back for an enterprise tier.
• Collaborative docs and projects: success plans and onboarding milestones live next to the account data.
• Data connectors: Salesforce, HubSpot, Stripe, Chargebee, Snowflake, BigQuery, Segment, Mixpanel, Pendo, Zendesk and Intercom are on the integrations page.
• Monthly release notes published in the help centre.

What to consider

• No public prices on any plan.
• Unlimited full seats are named only on High-Touch; ask how seats are counted on the other plans.
• AI+ is an add-on, so the full AI feature set costs extra.
• Health scores depend on usage data; teams without a product data feed need to set one up first.

Bottom line

Shortlist Vitally if you run a B2B SaaS CS team and want playbooks, success plans and health scores in one tool with SSO included. Before buying, ask how full seats are priced on Tech-Touch and Hybrid-Touch and what AI+ adds.