# Customer Success Automation Software

Automate tasks and time-consuming processes with Vitally’s powerful Customer Success Platform.

## Operationalize Your CS Strategy with Playbooks

Create structured, repeatable workflows for your team — triggered by the customer data you trust.

### Automated Playbooks for Every Scenario

From onboarding to renewals to risk response, Vitally Playbooks help your team execute the right action at the right time — automatically. Predefine the steps, assign tasks, and let your data drive the motion.

### Trigger Actions from Any Signal

Launch Playbooks automatically from health score changes, product usage shifts, survey responses, or traits — no manual monitoring needed.

### Guide Your Team with Workflows

Standardize high-impact plays like onboarding, QBR prep, renewal engagement, or expansion handoffs — complete with tasks, templates, and timelines.

## 600+ CS Teams Are Scaling With Vitally

[View Case Study](https://www.vitally.io/case-study/culture-amp)

Cindy Lin

CS Operations Lead

@ Culture Amp

"This end-to-end automation for customer messaging is significant for us because now it saves our CSMs time and allows them to spend more time on identifying risk proactively."

## FAQ

### Why are Playbook Automations important for Customer Success teams?

Playbooks help CS teams scale their expertise. Instead of reinventing the wheel for each account, Playbooks provide a structured, repeatable way to run key motions — like onboarding, renewals, QBRs, or expansion. They ensure consistency, save time, and improve the customer experience across your entire team.

### How do Playbook Automations work in Vitally?

Playbooks in Vitally are workflow templates made up of steps (Tasks, Notes, Docs, etc.). They can be:

- Triggered automatically based on data changes (e.g., health score drop, segment entry)
- Manually launched by a CSM at any time

Once active, the Playbook guides team members through each step, tracks progress, and ties everything back to the customer record.

### What can trigger a Playbook Automation in Vitally?

Playbooks can be launched from:

- Health score changes (e.g., from Healthy to Concerning)
- Trait changes (e.g., Stage = Renewal)
- NPS responses
- Account or Org entering a segment
- Manual triggers from a CSM or team member

This flexibility allows you to automate follow-up across any CS motion — risk, advocacy, expansion, and more.

### Can I customize Playbook Automations for different segments or teams?

Yes. You can create multiple Playbooks tailored to:

- Lifecycle stages (onboarding vs. renewal)
- Customer tiers (SMB vs. enterprise)
- Product plans or CSM workflows
- Geographic teams or verticals

Each Playbook can include specific task owners, timelines, content, and triggers. This makes it easy to scale your strategy while staying personalized.

### How do I measure Playbook Automation effectiveness?

Vitally tracks Playbook usage, completion rates, and step-level progress. You can:

- Report on how often Playbooks are used
- See which steps are completed or delayed
- Correlate Playbook usage with outcomes (retention, expansion, NPS)
- Embed Playbook status in Dashboards or Docs for full visibility

This lets you improve workflows over time and prove their impact on customer success.

## Explore the Product

**Productivity**  
Give your team all the tools they need to build and automate how they get work done.

[Explore](https://www.vitally.io/product/productivity)

**Collaboration**  
Increase customer transparency to reach new milestones with customers.

[Explore](https://www.vitally.io/product/collaboration)

**Visibility**  
Discover actionable insights to drive your book of business, inform strategies, and keep data flowing.

[Explore](https://www.vitally.io/product/visibility)

**Vitally AI**  
Purpose-built AI for scaled CS to reduce churn, unlock growth, and stay a step ahead.

[Explore](https://www.vitally.io/product/ai)

## Start Automating Your CS Process

[Get a Demo](https://www.vitally.io/demo-request) [Start Product Tour](https://www.vitally.io/platform-tour)

4.5 based on 600+ Reviews

Rated #1 in Momentum

###### Explore Vitally

[Request a Demo](https://www.vitally.io/demo-request) [Product Tour](https://www.vitally.io/platform-tour)