The best part about Vitally is how it helps me manage my book of business easily. Anything and everything I need to know about them, or be on top of, is easy to find in a singular place with this platform. I also really like the Vitally Copilot and its other automation features - they come in very handy! Review collected by and hosted on G2.com.

There are no downsides of using Vitally, but like every tool it can be made better by adding some features. For me, it'd be the option of creating recurring tasks. Review collected by and hosted on G2.com.

Automations to move our clients from onboarding to active etc. and kick off processes - this is really useful

The email & meeting tracking for clients is exceptional - having the auto meeting notes and the ability to query them with AI is amazing and I use it daily

The Claude MCP now allows me to query everything from one place and is very useful.

I don't deal with pricing so can't comment.

Performs well - it is quick to use Review collected by and hosted on G2.com.

It can be difficult and not intuitive to find things e.g. playbooks and the bars on the left hand side aren't that easy to organize

When editing things autosave, but sometimes it's not obvious if it has been saved or not Review collected by and hosted on G2.com.

Vitally is basically another team member on our customer success team. I use it to keep track of accounts and manage onboarding, adoption, follow-ups, retention, customer goals, account health, workflows, and meeting prep. It gives me the insights I need to make strategic decisions and provide support to customers from onboarding through adoption and beyond. Quinn AI saves us a lot of time and cuts down on admin work so we can focus on supporting customers. I also like how quickly I can pull data to help with follow-ups, manage churn risk, and spot things I might miss on a busy day. The dashboards and customizable widgets give us different views into our customers, and the playbook automations are useful. Vitally’s team has been amazing at helping us adopt the product and giving recommendations, and its community is wonderful to be part of. Setup was really easy, the onboarding process was smooth, and we felt supported throughout.

Our CSM, Olivia, has also been a key role in our success!!! She is amazing. Review collected by and hosted on G2.com.

Nothing that I can think of! We haven't run into any major limitations Review collected by and hosted on G2.com.

I love being able to manage a large number of accounts using automated health scores, templated outreach, and our revenue/churn reports, without all the manual work it would normally take. Review collected by and hosted on G2.com.

I wouldn't say there is a downside, we have a deep level of understanding of our customer accounts from several different perspectives now that we use the platform (Revenue, Health, Activity, Meeting tracking). Review collected by and hosted on G2.com.

Vitally has a clean and modern UI that is intuitive for admin and end users alike. It is 100% customizable, which is exactly what we want in a CS tool. I also love how quick the team is to both release new features - big ticket AI features and smaller ticket UI/functionality improvements - and respond to feature requests and support inquiries. Uptime is impressive - the platform is reliable, which is incredibly important for a tool our teams use daily. It connects to nearly all our tools in a native way. Review collected by and hosted on G2.com.

A few small things:

Not being able to copy/paste a list of account IDs into a filter

Lack of ability to create a custom object through a playbook

Inability to require certain fields in a custom object

Missing "push" feature for table views/reports/dashboards Review collected by and hosted on G2.com.

I love summarizing my projects using Quin, the AI assistant is very accurate, it feels safe and it also gives me all necessary insights to make future decisions. Review collected by and hosted on G2.com.

At the beginning, I found it quite overwhelming, because it condensed a lot of information. But with time I understood its organization and noticed it is very clear to manage. Review collected by and hosted on G2.com.

I find Vitally especially useful for keeping all notes and communications in one place. It integrates well with various platforms, so the context I need is captured and stored right there. This matters a lot to me because it makes it easy to track client data and active conversations, which is crucial for remembering details about each customer in my role as a customer representative. Having everything organized in a single, central place is extremely helpful, and Vitally does a great job of delivering that for us.

Beyond centralizing information, one of the biggest advantages has been the ability to automate and execute complex workflows reliably. Tasks that would otherwise require significant manual effort now run consistently in the background, saving me valuable time and reducing the risk of human error. This allows me to focus more of my bandwidth on strategic customer conversations, problem-solving, and other high-impact responsibilities rather than administrative work.

When it comes to performance, Vitally has been dependable even as our customer operations have grown. Whether I’m pulling up customer records, reviewing historical interactions, updating account information, or managing multiple workflows at the same time, the platform remains responsive and reliable. Having confidence that the data I need will be available when I need it is critical in customer-facing situations, and Vitally has consistently delivered a smooth experience without becoming a bottleneck during busy periods.

From an ROI perspective, the platform has more than justified the investment. The time savings from automation, improved visibility into customer health, and ability to proactively engage accounts all contribute to better customer outcomes. As a Customer Success Manager, nothing is more important than maintaining strong customer relationships and ensuring clients are successful. Having the right information at the right time helps me deliver a better customer experience, which ultimately drives retention, strengthens customer satisfaction, and creates long-term value for the business.

I also had a very positive experience with Vitally’s onboarding and support teams. During the initial setup, they were highly responsive, knowledgeable, and invested in helping us succeed. They provided guidance on best practices, helped us configure the platform to fit our workflows, and were available whenever questions came up. That level of support significantly shortened the learning curve and made it much easier to become comfortable with the platform and start realizing value quickly. Their partnership-oriented approach made the implementation process feel much smoother and ensured we were able to get the most out of the platform from the start. Review collected by and hosted on G2.com.

Vitally's AI is still a work in progress, and I wanted a universal search feature that could look through all communications and give me the exact point I'm searching for in a customer's history. This feature seems to still be in progress and could be improved. Additionally, creating tasks isn't very easy. I have to go through a lot of options and it takes two to three minutes to fill out the information before I can create a task. I find Google Tasks easier in comparison, and I think Vitally could make this process simpler. Review collected by and hosted on G2.com.

Vitally has an intuitive, flexible, and easy-to-customize UI that makes it very simple to manage accounts and workflows. Its reporting, metrics, notes, and health scores offer valuable visibility into account performance and overall customer health.

The integrations with email and Intercom are especially helpful as well, since they give CSMs clear insight into customer conversations and interactions across the broader team. This makes it easier to stay up to date on all relevant, account-level context and insights. Review collected by and hosted on G2.com.

Nothing major, but the ability to pin notes could be considered a small enhancement. Overall, it’s great. Review collected by and hosted on G2.com.

Vitally’s feature set and overall functionality are, in almost every case, on par with—or even beyond—other customer success platforms. At the same time, I find it much easier to work with than the other CSPs I’ve used or seen in the past. Review collected by and hosted on G2.com.

I'd like to see the new Docs feature able to be triggered as an action in a playbook — similar to how Projects are able to be assigned as an action based on conditions met in a playbook. Review collected by and hosted on G2.com.

Vitally takes a lot of manual tasks off our customer success managers so they can focus on retaining customers, renewals, and expansion. I love the user interface. It’s easy to use, makes it easy to build projects and playbooks, and feels user-friendly for our CSMs. We got up and running quickly, and the training was helpful and quick. The interface is modern, and we can build things ourselves without a lot of overhead or needing an admin. Dashboards make it clear what our CSMs need to do each day and help them prioritize tasks so they don’t forget them. Playbooks automate a lot of the work they used to do manually. Setup was easier than I anticipated, and our solutions architect gave us great help getting it up and running quickly. Review collected by and hosted on G2.com.

I had a little bit of trouble with the Intercom integration. I was told I needed to upload companies and contacts, so my team spent time getting them into Intercom, but it turned out we could have matched on email address the whole time. The integration guide could be clearer that I can leave everything unchecked and use email address instead and the Solutions Architects/CSMs should be aware of this so they can guide customers better in the future. Review collected by and hosted on G2.com.