Looking at customer success (CS) software for your B2B go-to-market (GTM) team? You’ve probably seen flashy demos and heard promises about “delighting customers at scale.” But when it comes to picking between platforms like Vitally, Gainsight, ChurnZero, or Catalyst, it’s easy to get lost in a sea of features and buzzwords.
This guide is for folks who want a straight answer. Whether you run CS at a SaaS company, or you’re the unlucky person tasked with “finding us a better CS tool,” here’s how to actually compare Vitally with other B2B GTM solutions—without getting distracted by the hype.
1. Get Clear on What You Actually Need
Before you even start comparing Vitally to anything else, stop. Write down what your team really needs. Not what vendors want you to want. Here’s how to cut through the noise:
- List your must-haves. Is it health scoring? Automated workflows? Native integrations with Salesforce or HubSpot? Be ruthless—most platforms look fancy on paper but won’t fix broken processes.
- Know your team’s workflow. Are your CSMs buried in spreadsheets, or do they need tight handoffs with sales/support? Some tools are better for complex orgs, others for lean teams.
- Decide on your budget (and stick to it). Pricing for CS tools is often “call us,” which is code for “it’s expensive.”
Pro tip: Vendors love to pitch “future-proofing.” Focus on solving today’s problems. If you ever outgrow a tool, you can switch.
2. Compare the Core Features, Not the Buzzwords
Let’s be real: feature checklists from vendors are mostly copy-paste jobs. Here’s what actually matters in customer success platforms, and how Vitally stacks up:
Key Features to Look For
- Customer Health Scoring: Is it flexible, or does it box you in? Can you use your own data signals?
- Automations & Playbooks: Can you automate tasks, emails, or reminders? Is it easy to set up, or do you need a consultant?
- Integrations: Does it play nice with your CRM, support system, billing tool, or product analytics?
- Reporting & Dashboards: Can you get real insights, or just pretty charts?
- Task & Account Management: Can CSMs easily see what to do next?
- Collaboration: Is there real support for team handoffs, notes, and @mentions, or is it all just lip service?
- User Experience: Is it actually pleasant to use, or does your team find ways to avoid logging in?
How Vitally Compares
- Vitally: Stands out for being refreshingly easy to set up, with automation and health scoring that don’t require a PhD. Its integrations are decent (especially with CRMs like Salesforce and HubSpot), but double-check if you have a weird homegrown tool. The UI is modern, and CSMs generally like it. Reporting is solid, if not mind-blowing.
- Gainsight: The juggernaut—insanely customizable, powerful for enterprises, but you’ll need a team just to manage it. Integrations are vast, but setup is a project.
- ChurnZero: Focused on automation and personalization; especially good for SaaS teams. Integrations are strong. UI is good, but can feel busy.
- Catalyst: A newer player, great UX, fast to deploy, but its feature set is a bit lighter than Gainsight or ChurnZero.
Ignore the “AI-powered” features for now. Most are glorified auto-suggestions, not magic.
3. Don’t Fall for Integrations Hype—Test Real Data Flows
Every CS platform claims to “integrate seamlessly.” Reality: weird edge cases and partial syncs are common.
- Make a list of your top 3-5 systems. CRM, chat, support, product analytics, billing—whatever you actually use.
- Ask for a live demo, not just a slide. Get them to show your data (anonymized is fine) flowing in and out.
- Test webhooks, APIs, and custom fields. If you have non-standard processes, check if the tool handles them, or if you’ll be stuck with workarounds.
- Double-check sync frequency. Some tools only sync once a day unless you pay more.
Pro tip: If your stack is off the beaten path, be upfront. Some vendors will overpromise and underdeliver—don’t get burned.
4. Evaluate Ease of Use and Onboarding
A tool is only as good as what your team actually uses. Here’s what to look for:
- How long does onboarding really take? Vitally is known for fast self-serve rollouts (a few weeks, not months). Gainsight and some others may take 3-6 months, especially if you need deep customization.
- Is there real training and support? Ask what’s included—some platforms charge extra for onboarding or “success packages.”
- Can CSMs customize their own views? Or does everything need admin help?
- Try before you buy. Push for a sandbox or trial. Let your CSMs kick the tires.
Red flag: If your team groans at the mention of the tool, or you keep hearing “I just use my spreadsheet,” that’s a sign.
5. Total Cost—Not Just the Sticker Price
Pricing for B2B CS tools is famously opaque. Here’s what to actually factor in:
- Licenses: Most charge per user or per account. Vitally is mid-range—not cheap, but not Gainsight-level expensive.
- Onboarding/Implementation fees: Some platforms charge $5-20k just to get started. Vitally’s setup is generally lower or included, but check.
- Integration costs: Will you need a consultant to hook it up to your systems?
- Required add-ons: Reporting, automations, or integrations sometimes cost extra.
- Time to value: If it takes six months to roll out, that’s six months of sunk costs.
Pro tip: Get everything in writing before you sign. Vendors will “throw in” features during negotiation—make sure they actually deliver.
6. Assess Customer Support and Community
When something breaks (and it will), support matters more than any feature.
- How fast do they respond? Try opening a support ticket during your trial.
- Is the documentation any good? Or will you be trawling forums?
- Are there active user groups or Slack communities? It’s a good sign if customers help each other.
- Do they listen to feature requests, or just nod politely? Check review sites for real talk.
Reality check: Even big-name platforms sometimes drop the ball on support. Don’t assume price equals service.
7. Get Real-World References (Not Just the Happy Customers)
No vendor gives you a list of unhappy customers, so do your own digging.
- Ask for a reference call with a customer your size and industry. Not just their biggest logo.
- Check third-party reviews. G2, TrustRadius, Reddit, or even LinkedIn groups can be a goldmine for unfiltered feedback.
- Ask about switching. Why did they leave their last tool? Would they switch again?
Pro tip: Ask references what doesn’t work, not just what does. You’ll learn more from pain points.
8. Watch Out for Common Pitfalls
Here’s what trips up most teams when picking a new CS platform:
- Overbuying. Don’t get the Cadillac if you’ll only use the radio.
- Underestimating change management. Even the best tool flops if your team’s not on board.
- Ignoring data hygiene. Garbage in, garbage out—no tool can fix dirty data.
- Falling for the “all-in-one” myth. No platform does everything perfectly. Focus on your top 2-3 needs.
Keep It Simple: Start Small, Iterate, and Don’t Overthink It
Picking a customer success platform like Vitally isn’t about ticking every box—it’s about solving real problems for your team and your customers. Start with your biggest pain points, insist on real demos (with your data if possible), and ignore the noise.
Don’t be afraid to start small. Get something working, see if your team actually uses it, and adjust as you go. Most B2B GTM tools promise the world; the ones that stick are the ones your team loves to use.
Remember: simple, usable, and adopted beats fancy and ignored every time. Good luck out there.