If you work in the #B2B industry, you’ve likely heard of "the dark funnel" — a shadowy pipeline of unattributable sales leads that lurk for a while before converting out of the blue. And it got us wondering: Is there a dark funnel equivalent on the post-sales side? Are there hidden-in-plain-sight revenue signals that #CustomerSuccess professionals could be leveraging for more expansion opportunities? We turned to three post-sales experts from our #VitallySuccessNetwork to share their takes: - Mark Stagi, VP of CS at Avoma - Lauren Axworthy, Founding Account Manager at Vitally.io - Emory Scott, Senior Success Manager at POSH As Mark puts it, "There are some hidden areas of revenue, for sure. But most of those ‘hidden opportunities’ are attributed to us not thinking and measuring what we need to think about and measure…We need to turn over every rock within each of our accounts.” So how do you turn over those rocks, exactly? Read our latest article for some truly creative ways to spot opportunities in your book of business and generate your own expansion funnel. https://lnkd.in/g57zM9Rm by Olivia Adkison #DarkFunnel #AccountManagement
Vitally.io
Software Development
Brooklyn, NY 20,585 followers
It’s time for a new era of Customer Success productivity.
About us
Vitally helps B2B SaaS teams like Segment, Zapier, and Productboard to deeply understand their customers and empower every customer success manager to 10x their effectiveness through powerful assistive automation. By quickly unifying disparate product and customer data into an incredibly powerful and easy-to-use platform, Vitally allows teams to rapidly implement better customer success processes and have an immediate impact.
- Website
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http://vitally.io
External link for Vitally.io
- Industry
- Software Development
- Company size
- 51-200 employees
- Headquarters
- Brooklyn, NY
- Type
- Privately Held
- Founded
- 2017
- Specialties
- Customer Success, SaaS, Analytics, B2B, Retention, Customer Engagement, Churn, and Onboarding
Products
Vitally
Customer Success Software
Vitally is the first Customer Success Platform (CSP) specifically designed for maximizing productivity, visibility, and collaboration. B2B Customer Success teams using Vitally increase NRR, deliver the best possible customer experience, and increase their team's efficiency because, Vitally is the only workspace that combines productivity and collaboration tools with essential customer data.
Locations
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Primary
Brooklyn, NY 11249, US
Employees at Vitally.io
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Natalie Diggins
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Chetan Chaudhary
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Ben Goldstein
Director of Content Marketing @ Vitally / Builder of content communities 🏗️ / "The juice is worth the squeeze" 🍋
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Kory Gorsky
Versatile Tech Leader | Full-Stack Developer | Driving Innovation in FinTech and SaaS | Passionate about Building Teams and Crafting Cutting-Edge…
Updates
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How does Vitally compare to other market-leading Customer Success Platforms? According to Linnea Olson, Customer Success Operations Manager at Apollo.io, Vitally's ease-of-use makes it the obvious choice. “When I was working with #Gainsight, I had a team of eight admins, six program managers, and two engineers to run a system for our organization," Linnea told us. "Where I had eight Gainsight admins previously, I'm doing the same types of CS motions with just one admin in Vitally today.” Apollo's investment in Vitally has paid off for their entire organization, not just the CS team. “Vitally has been adopted org-wide," Linnea said. "It’s our source-of-truth reporting for many of our OKRs, and we use it to drive initiatives forward.” Read Linnea's full customer story to learn more about how Apollo.io has boosted CSM efficiency and NRR with Vitally ➡ https://lnkd.in/g59EuVh2 #CustomerSuccess #ScaledCS
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Craig Stoss thinks of #AI as the "brains" and #automation as the "hands" of a successful workflow. For example, AI can understand a support ticket’s context, while automation executes the next steps, whether that’s escalating a ticket or updating CRM data. In his new article for the #VitallySuccessNetwork, Craig suggests a few strategies for harnessing these technologies in a way that elevates your customer experience instead of detracting from it. (We especially like the "Tinder for Zendesk tickets" approach he built at PixieBrix 😄) Read the full article at: https://lnkd.in/g_2eT93z #CustomerSuccess #CustomerExperience
How to Bridge AI and Automation for CS Experiences Your Customers Won't Hate
vitally.io
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Do you really need new leadership and team members for each stage in a business's life-cycle? According to Sunil Joseph, your existing team can often be upskilled to be successful at the next phase of the journey. Sunil was our guest on this week's episode of Success/ful, where he shared the lessons he's learned as an Advisor and Fractional Chief Customer Officer about what #CustomerSuccess should look like during a company's seed stage, to Series A, Series B, and beyond. Here's Sunil's advice for CS leaders at early stage startups: “The best thing a founder can do early in a seed stage is being focused on, ‘How do I create a unified customer experience?’ You're still working through ICP, right? But you might get some large customers. You might get some smaller customers. It doesn't matter. I want to make sure my customers go through a unified journey.” Plus: How CS teams can be helpful as their companies prepare for funding rounds, and which elements of Customer Success shouldn't change no matter what stage your company is in. Watch the full episode at: https://lnkd.in/gpAmGgMj Listen on Apple Podcasts: https://lnkd.in/gNNtZAGA Listen on Spotify: https://lnkd.in/gsYsEnvw
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“Customer centricity is one of our core values at Upwards, so we are always looking for low friction ways to gather quantitative and qualitative data that enhances customer outcomes.” - Molly Gioe, Customer Success Operations Manager at Upwards Vitally Custom Surveys ✍ enable teams to gather detailed customer insights, analyze results alongside the rest of their customer data, and power automation based on what they learn. With Upwards’ “Care Navigation” customer feedback survey, the CS team is able to: • Efficiently gather detailed feedback on their services • Understand the experience of their customers • Report on trends to determine future customer needs 🌟 Check out the Blueprint to see how Upwards built their Custom Survey in Vitally: https://lnkd.in/gYaucK4F #CustomerSuccess
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📅 Dive into the impact of work on the lives of CSMs with our first event in our #CSMConfidential series! Join us this Wednesday, July 10th, for "CSM Confidential: How Work Impacts Life for CSMs," featuring insights from: 🎤 Ryan Johansen, Founder at Stress Less and Get More Done 🎤 Parker Moore, Senior Director of Customer Operations & Education at Vitally 🎤 Celine Doumar, Senior Customer Success Manager at Vitally Discover practical strategies to support your team's well-being and effectiveness. Limited spots available – reserve yours now! 🔗: https://lnkd.in/e9_NCx7H
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"I owe much of my career success to mentorship," says RecastSuccess CEO and CoFounder Annie Dean, who has developed productive, long-lasting relationships both as a mentor and mentee. If you're looking to formalize a Customer Success mentorship program at your organization (or just do more mentoring on your own), follow Annie's tips to build CS mentorships that are worth the time investment for both sides. https://lnkd.in/gGWxbGWy #CustomerSuccess #mentorship #VitallySuccessNetwork
The Secrets of a Successful CS Mentorship Program
vitally.io
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📣 Calling all Customer Success People Leaders! Ready to uncover the hidden truths about your CSMs and help them thrive? Join our three-part virtual event series: CSM Confidential: What Your Team Is Saying Behind Closed Doors (And What They Really Need). Based on our groundbreaking report, "The Secret Lives of CSMs," this series reveals the unspoken realities of CSMs. Participate and learn practical strategies to address their biggest challenges and support their growth. Series Schedule: 📅 Wed, Jul 10: How Work Impacts Life for CSMs ft. Ryan Johansen of Stress Less and Get More Done 📅 Wed, Aug 7: Helping Direct Reports Navigate Career Growth & Compensation 📅 Wed, Sep 4: Daily Struggles: Communication & Collaboration ft. Allie Stark of Noria 🕙 All events at 10 AM PT / 1 PM ET. Spots are limited - request your seat today and empower your team! 🔗: https://lnkd.in/e9_NCx7H
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Which metrics and customer insights should every #CSM have in their back pocket? According to Searchspring's Senior Director of Customer Success Arit Nsemo, knowing these four things about your book of business will help you: 📈 Stay focused on the big picture 🗣️ "Speak the language of the board" So...how many of these things do you know off the top of your head *right now*? https://lnkd.in/gVRYKkMG #CustomerSuccess #VitallySuccessNetwork
4 Things Every CSM Should Know Off the Top of Their Head
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What #CustomerSuccess opinion has you like this? On the latest episode of "One Vital Question," we asked six CS leaders to share their spiciest Customer Success hot takes 🌶 From "Your customers don't care about your product" to "Don't sell to customers who won't be successful," these unpopular opinions are sure to generate a few mad faces 😠 Brace yourselves and watch One Vital Question episode 12 at https://lnkd.in/gpw2TwWc ...and please drop a comment with a CS hot take of your own! Big thanks to the brilliant and brave #VitallySuccessNetwork members who contributed to this video: Olayiwola Ogungbemile (He/Him) Ed Porter Corrin Kuzemko Joe Di Grande Donna Weber and Tyler Diderich