Case Study: Productboard Reduces Gross Churn by 50% with Vitally

Productboard reduced gross churn by 50% in 1 year by automating time-consuming tasks and increasing CSM bandwidth with customer insights from Vitally.

Productboard, a product management company serving customers like Zendesk and Zoom, struggled to understand the health of its customer base and identify the most impactful actions for its Customer Success team. Using Vitally, Productboard needed better visibility across the organization to reduce blind spots and support faster, smarter decision-making.

With Vitally’s flexible integrations, health scores, segmentation, and Projects feature, Productboard improved onboarding, increased team efficiency, and gained stronger cross-functional visibility through tools like Salesforce, Segment, and Zendesk. The result was a 50% reduction in gross churn in 2020, even as the company scaled rapidly, and a stronger role for Customer Success as a source of business intelligence.

Productboard

John Henwood

Senior Director