If your customer success team is remote, you know the chaos of scattered tasks, missed follow-ups, and Slack messages lost to the void. You want to keep things moving, but not by micromanaging or living in spreadsheets. This guide is for you: practical steps for assigning and tracking customer success tasks in Vitally, so nothing falls through the cracks—even when your team’s never in the same room.
Let’s get into the nuts and bolts. I’ll cover what actually works, what to skip, and how to keep your system from turning into yet another to-do list that nobody uses.
1. Get the Basics Right: How Vitally Handles Tasks
Before you start assigning tasks, it’s worth understanding how Vitally’s task system works—because it’s not quite like a traditional project manager.
- Tasks in Vitally are attached to accounts, not just people. That means you’re always working in context of a customer, not a generic to-do list.
- You can assign tasks to yourself or anyone on your team. You can set due dates, add notes, and link tasks to playbooks or goals.
- There’s a central Tasks view, but also task lists inside each account profile.
What works: Attaching tasks to accounts keeps things organized and customer-focused.
What doesn’t: If you’re used to managing big, cross-customer projects, Vitally’s task system can feel a bit narrow. Don’t try to force it into a project manager—it’ll just frustrate you.
2. Step-by-Step: Assigning Tasks in Vitally
Here’s how to actually assign tasks, without getting lost in the weeds.
2.1. Create a Task
- Go to an account profile, or the main Tasks section.
- Click “Add Task.”
- Fill out the task details:
- Title: Be specific. “Follow up on renewal” beats “Check in.”
- Description/Notes: Add any context the assignee will need.
- Due Date: Don’t skip this if you want things done on time.
- Assignee: Pick yourself or a teammate.
Pro tip: If this is a recurring task (quarterly check-in, onboarding call, etc.), skip the one-off route and use a Playbook to automate it (more on that below).
2.2. Assign (or Re-Assign) Tasks
- You can assign as you create, or edit existing tasks to reassign.
- Need to shift work around? Just change the assignee—no need to delete and recreate.
2.3. Set Priorities (But Don’t Overdo It)
- Vitally lets you set priority levels, but don’t get carried away. “High priority” loses its meaning when everything’s marked urgent.
- Use priorities for genuinely time-sensitive issues, not just “stuff you kinda want done soon.”
3. Tracking Tasks: Keeping Remote Teams Synced
Assigning tasks is the easy part. The trick is making sure everyone knows what’s on their plate, and nothing gets missed.
3.1. Using the Tasks Dashboard
- The main Tasks dashboard shows all open tasks, filtered by assignee, due date, account, and more.
- Encourage your team to start their day here. It beats hunting through email or Slack.
- You can sort by “Due Soon,” “Overdue,” or whatever makes sense for your workflow.
3.2. Account-Centric Views
- Inside each account, you’ll see all related tasks—great for prepping before a customer call.
- This keeps conversations focused: “Here’s what we owe this customer,” not “What’s everyone working on?”
3.3. Notifications: Helpful, Not Naggy
- Vitally can ping you (and your team) when tasks are assigned, due soon, or overdue.
- Be honest with yourself: too many notifications, and people will tune out. Set up alerts for the big stuff—due dates and overdue tasks. Skip “FYI” pings.
Pro tip: If your team’s living in Slack, consider integrating Vitally’s notifications there. Just watch out for notification overload.
4. Automate the Boring Stuff: Playbooks and Templates
Let’s face it: nobody loves re-typing the same onboarding checklist for every new customer. Vitally’s Playbooks and task templates help here.
4.1. Playbooks for Repeatable Processes
- Playbooks let you trigger a set of tasks automatically, based on events (like a new customer signed up, or a renewal coming up).
- You can assign tasks to specific team members or roles, so everyone knows what’s expected.
- Set due dates relative to the trigger event (e.g., “3 days after kickoff”).
Use cases that actually work: - Onboarding sequences - Quarterly business reviews - Renewal prep
What doesn’t: Playbooks are for repeatable, standard stuff. Don’t try to use them for one-off, complex scenarios—just assign a manual task.
4.2. Task Templates
- If you’re often creating similar tasks, save them as templates.
- This saves time and keeps your team from reinventing the wheel every time.
5. Keep Accountability Simple (and Visible)
Remote teams can’t rely on hallway conversations or quick check-ins to see who’s doing what. But you also don’t want to run a police state.
5.1. Weekly Task Reviews
- Have a short, weekly review (async or live) where everyone checks their open and overdue tasks.
- Not to shame anyone, but to surface blockers early and avoid last-minute scrambles.
5.2. Use Comments for Context
- Instead of pinging someone in Slack for every update, use task comments to keep context in one place.
- That way, anyone can jump in and see the history—no more “what’s the status?” messages.
5.3. Don’t Obsess Over Completion Rates
- Vitally will tell you how many tasks are overdue, completed, etc. Use this as a signal, not a stick.
- If overdue tasks pile up, ask if your system’s too complicated—or if the tasks even matter.
6. What to Ignore (or Use Sparingly)
Not every feature is worth your time.
- Don’t turn Vitally into a project manager. It’s for customer work, not your entire company’s roadmap.
- Skip custom fields unless you have a real use case. They sound powerful, but most teams end up with clutter.
- Don’t automate everything. Some hand-holding is good. If you automate every touchpoint, you’ll lose the personal side that makes customer success actually work.
7. Real-World Pitfalls (and How to Dodge Them)
A few honest lessons from teams who’ve been there:
- Too many tasks = nobody does anything. Be ruthless about what makes it onto the list.
- No clear owners = dropped balls. Every task needs a name attached. “Team” is not an owner.
- Overdue tasks ignored = trust erodes. If overdue tasks pile up, review your process. Don’t just let them rot.
8. Keep It Human: Small Habits Matter
Software won’t save you from bad habits. Remote teams that stay on top of customer work do a few things consistently:
- Keep tasks clear and actionable.
- Review and reassign as priorities shift.
- Use automation for routine stuff, not everything.
- Make it easy to see what’s next—for you and your teammates.
Wrapping Up: Start Simple, Iterate Often
Don’t let process get in your way. Start with just a few task types, assign clear owners, and check the dashboard daily. If something’s not working, tweak it. The best systems are the ones your team actually uses—not the ones that look good in a demo.
Remember: keep it simple, keep it visible, and focus on the customer—not the tool.
Happy tasking.