Vitally.io connector

Use your Vitally data for reporting, automation and AI.

Data Panda pulls your Vitally accounts, contacts, conversations, tasks, health scores, playbooks and survey responses into the same warehouse as your CRM, billing, product-usage and support data. From one place we turn it into dashboards, automations, AI workflows and custom apps that customer success leaders, AEs and the executive team use during the quarter, not only when a renewal slips or a QBR forces the issue.

About Vitally.io

The customer-success platform that puts product usage, CRM and CSM workflow on one workspace built for the people who run renewals.

Vitally was founded in 2017 in New York by Jamie Davidson (CEO) and Patrick Vatterott (CTO), with the bet that customer-success teams should not have to run their day out of a CRM screen built for sellers. The company sits on a customer base of over six hundred B2B SaaS firms today, with logos including Zapier, Segment, Calendly, Gorgias and Navattic, and consistently shows up as a leader on G2 in the customer-success category.

Vitally's product is a workspace built around the way a CSM works on an account. Health-score Indicators read product-usage events, support tickets, NPS responses and CRM signals together to flag the accounts that need attention this week. Playbooks turn the response into automated sequences, the kind that used to live in a CSM's head or a personal task list. Docs sit next to each account as Notion-style notes, so meeting prep, internal context and customer-facing summaries land in the same place. Conversations pull in email and Slack threads on the account, and Surveys cover NPS and custom in-app polling. Pulled into a warehouse next to a CRM like HubSpot or Salesforce, a billing system like Stripe or Chargebee, and the support stack in Intercom or Zendesk, the Vitally record finally answers the questions a single Vitally view does not: which health-score patterns predict churn three months out, which playbooks move the renewal needle on the segments that matter, and what a CSM portfolio is really costing in time per account against the ARR it carries.

What your Vitally.io data is for

What you get once Vitally.io is connected.

Customer success reporting

Health, renewal risk, expansion and CSM workload on one page across every segment and CSM.

Renewal risk per account, segment and CSM, with the indicator drops that drove the score
Playbook impact per segment, with the steps that moved health and the ones that did not
CSM portfolio load per account, joined to ARR and renewal date so coverage gaps surface early

Process automation

Turn Vitally health drops, playbook completions and survey responses into the downstream work the rest of the stack expects, without a per-tool handoff.

Open a HubSpot or Salesforce expansion task when an indicator crosses an upsell threshold
Page the CSM in Slack when an account moves into the renewal-risk band thirty days out
Push detractor NPS responses into Intercom or Zendesk as a flagged conversation, not a survey export

AI workflows

Put the Vitally health record, conversations and product-usage signals behind AI that reads the full account picture.

Churn-risk scoring on indicator-trend, conversation-tone and usage-pattern signals together
Account-summary generation for QBR prep, grounded in the actual Vitally Docs and Conversations
Natural-language Q&A across the book of business, indicators and renewal calendar

Custom apps on your data

Lightweight tools on Vitally data for execs and revenue leaders who should not need a CSM seat to read their own pipeline.

Renewal-risk cockpit for the CRO with the at-risk ARR named per CSM and segment
QBR pack generator that pulls Vitally indicators, conversations and tasks per account
CSM workload view that shows accounts per CSM against ARR, NPS and active playbooks

Use cases

Use cases we deliver with Vitally.io data.

A list of concrete reports, automations and AI features we have built on Vitally.io data. Pick the one that matches your situation.

Renewal risk by segmentIndicator-driven renewal risk per account, segment and CSM, ranked by ARR and days to renewal.

Health score versus actual churnVitally health-score history plotted against the accounts that cancelled, per segment and quarter.

Playbook impact analysisHealth and renewal change for accounts that completed each playbook, against a matched control.

Expansion-ready account listAccounts whose usage and indicator profile cross the upsell threshold this month, with the CSM and AE named.

CSM workload and capacityAccounts per CSM, joined to ARR, active playbooks, and conversation volume per week.

Onboarding time-to-valueDays from go-live to the milestone indicator turning green, per account and CSM.

NPS by cohort and product areaVitally NPS responses cut by signup cohort, plan tier and feature usage, with verbatims linked.

Detractor follow-up SLATime from a detractor NPS response to the first CSM action, per segment and CSM.

Conversation response timesFirst-response and resolution times on Vitally conversations per account tier and CSM.

Indicator drift detectionAccounts whose health indicators are drifting silently before any conversation has been logged.

Task-completion versus outcomeCSM task volume and completion rate per account, joined to renewal and expansion outcomes.

Coverage gaps for unassigned ARRAccounts with no active CSM owner or stale Doc, ranked by ARR and renewal proximity.

Real business questions

Answers you will finally get.

Which Vitally health-score patterns predict the renewals that cancelled last year?

Indicator history per account joined to the accounts that churned over the next two quarters, scored by which indicator-drop patterns showed up before the cancellation. The CRO sees that a sustained two-week drop on the product-usage indicator combined with a fall in conversation volume is a stronger renewal signal than a one-off NPS detractor, instead of treating every red light on the dashboard as equal weight.

Where in the book of business is CSM time going against the ARR it carries?

Vitally task hours, conversation count and active playbook load per CSM, joined to account ARR and renewal date. Customer-success leadership sees the CSMs whose top quartile of accounts by ARR is getting the bottom quartile of attention this quarter, and which segments are quietly running below the coverage model the headcount plan was built on.

Which playbooks moved health on the segments that matter, and which only moved health on accounts that were already safe?

Playbook completion records joined to indicator change per segment over the following ninety days, against a matched control of accounts that did not run the playbook. The product and CS-ops team sees which playbooks earn their slot in the catalogue and which are spending CSM time without changing the renewal outcome, instead of treating every published playbook as equally valuable.

Value for everyone in the organisation

Where each function gets value.

For finance leaders

Renewal risk and expansion-ready ARR per segment, lined up against the billing record in Stripe or Chargebee. Finance sees the at-risk ARR window for the next two quarters with the indicator and conversation evidence behind each account, instead of receiving a renewal forecast that lives in a CSM spreadsheet.

For sales leaders

Expansion-ready accounts whose Vitally indicators and product usage cross the upsell threshold, surfaced in the AE pipeline view in HubSpot or Salesforce. Revenue leadership sees which accounts are warm before the CSM has to forward a Slack note, and the AE picks up the conversation with the indicator history already on the deck.

For operations

CSM portfolio load against ARR, renewal date and active playbooks, with the coverage gaps named. CS ops sees which CSMs are carrying portfolios past the coverage model and which segments have accounts with stale Docs or no active owner, before the next renewal cycle exposes the gap.

Ideas

What you can automate with Vitally.io.

Pair with HubSpot

Sync Vitally health and renewal risk into the HubSpot account record

Vitally indicator scores, renewal-risk band and last-CSM-touch date land on the HubSpot company and deal record next to the AE pipeline data, so the AE on an expansion deal sees the same health picture the CSM sees. Inbound expansion conversations stop being a forwarded Slack message, and the at-risk ARR window in the HubSpot revenue dashboard ties back to the Vitally indicator history that drove the score, account by account.

Pair with Salesforce

Push Vitally renewal risk and expansion signals into the Salesforce opportunity

Vitally renewal-risk band, indicator trend and active playbook state land on the Salesforce account and renewal opportunity, so the AE and CRO see the same forecast view the CSM is working from. The Salesforce pipeline-coverage report stops being a deal-stage rollup decoupled from product reality, and the at-risk ARR call on the executive review carries the indicator evidence behind it instead of a CSM gut call.

Pair with Slack

Page CSMs in Slack the moment a Vitally indicator crosses a risk band

Vitally indicators that cross from green into yellow or red ping the CSM in their personal Slack channel within minutes of the score moving, with the indicator history and the last three conversations on the account linked. Detractor NPS responses post into a shared CS channel, tagged by segment, so the team picks up the response before the survey email cools off. CSMs stop opening Vitally every morning to scan a dashboard for what changed overnight.

Pair with Intercom

Route Intercom support tickets back to the Vitally account and CSM

Intercom conversations on accounts in the renewal-risk band route into a dedicated queue with the Vitally indicator history and the responsible CSM tagged on the conversation. Support sees the account is at renewal risk before they reply with a generic answer, and the CSM gets pinged when a strategic account opens a high-priority ticket instead of finding out at the next QBR. Ticket volume per account flows back into Vitally as a health-score input.

Pair with monday.com

Drive monday.com onboarding boards from Vitally Projects per account

A new Vitally Project on an onboarding account opens the matching board in monday.com with the standard milestones pre-filled, and Vitally task completion writes back as monday.com item status. The CSM works in Vitally, the implementation lead works in monday.com, and the milestone view on both sides shows the same picture. Time-to-value per account becomes a number on the warehouse, joined to Vitally indicators and the eventual renewal outcome, instead of a status field that nobody trusts.

Pair with Calendly

Tie Calendly QBR bookings back to the Vitally account record and CSM workload

Calendly QBR and check-in bookings post into the Vitally account as conversation events with the meeting type tagged, so the QBR cadence per account becomes a number on the warehouse instead of a calendar archaeology project. Accounts in the renewal-risk band that have not had a Calendly booking in the last sixty days surface in the CSM portfolio view, and the CSM workload number reflects actual meeting load, not just booked tasks.

Data model

Tables we make available.

These are the 12 tables we currently pull from Vitally.io into your warehouse. Query them directly in SQL, join them to the rest of your stack, or build reports on top.

Accounts
Conversations
Custom Objects
Note Categories
Notes
Nps Responses
Organizations
Project Templates
Projects
Task Categories
Tasks
Users

Missing a table you need? We can extend the sync. Tell us what is missing and we will build it for you.

Your existing tools

Your data lands in a warehouse. Your BI tools read from it.

You keep the reporting tool you already have. We connect it to the warehouse where your Vitally.io data lives.

Power BI Microsoft

Fabric Microsoft

Snowflake Data warehouse

BigQuery Google

Tableau Visualisation

Excel Sheets & pivots

Three steps

From Vitally.io to answers in three steps.

Connect securely

OAuth authentication. Read-only by default. We sign a DPA and your admin keeps the keys.

Land in your warehouse

Data flows into your warehouse on your schedule. Near real time or nightly, your call. You own the data.

Reporting, automation, AI

We build the first dashboard, workflow or AI feature with you, then hand over the keys. Or we stay on for ongoing delivery.

Two ways to work with us

Pick the track that fits how you work.

Track 01

Self-serve

We set up the foundation. Your team builds on top.

Vitally.io connector configured and running
Warehouse set up in your cloud account
Clean access for your Power BI, Fabric or Tableau team
Documentation on what's in the data model
Sync monitoring so you're warned before reports break

Best fit Teams that already have a BI analyst or data engineer and want to own the build.

Track 02

Done for you

We build the whole thing, end to end.

Everything in Self-serve
Dashboards built to the questions your team actually asks
Automations between your systems
AI workflows scoped to real tasks your team runs
Custom apps where a dashboard does not cut it
Ongoing delivery at a pace that fits your team

Best fit Teams without in-house BI or dev capacity. You tell us what you need and we deliver it.

Before you book

Frequently asked questions.

Who owns the data?

You do. It lands in your warehouse, on your cloud account. We don't resell or aggregate it. If you stop working with us, the warehouse stays yours and keeps running.

How fresh is the data?

Near real time for most operational systems. For heavier sources we schedule hourly or nightly. You pick based on what the reports need.

Do I need a warehouse already?

No. If you don't have one, we help you pick one and set it up as part of the first delivery. Common starting points are Snowflake, Microsoft Fabric, or a small Postgres start.

Which Vitally tables land in the warehouse?

The connector pulls accounts and contacts with custom traits, tasks and projects, conversations across the connected channels, NPS and custom survey responses with verbatims, indicator history per account, and playbook state and completion records. Authentication runs through a Vitally API key scoped to your account.

Do we get the full history of indicator scores or only the current state?

The connector lands indicator history with timestamps, not only the latest score, so you can plot the trend that led to a renewal outcome instead of a snapshot at the moment of cancellation. That is what makes the churn-prediction and playbook-impact analyses possible in the first place.

How are Vitally conversations and other PII handled in the warehouse?

Conversation bodies, NPS verbatims and contact-level fields can be kept in restricted schemas that only CS leadership and a small ops circle reach, while indicators, playbook state and account-level metrics power the dashboards the rest of the business uses. Access is enforced in the warehouse, not in each dashboard, so a new revenue report cannot accidentally surface a customer email body it should not see.

GDPR-compliant

Data stays in the EU

You own the warehouse

A first deliverable live in four to six weeks.

We review your Vitally.io setup and the systems around it. Together we pick the first thing worth building.

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