Case Study: User Interviews Achieves Proactive Customer Success and Cuts Churn by 50% with Vitally

User Interviews masters proactive Customer Success and reduces customer churn by 50% with Vitally.

User Interviews, a user research recruiting platform used by teams at companies like Adobe, Spotify, and Amazon, was struggling with a manual, reactive Customer Success process. Before using Vitally, the team had limited visibility into customer subscriptions, usage patterns, engagement history, and renewals, making it hard to spot lifecycle events or manage overlapping contracts efficiently.

With Vitally, User Interviews gained a dedicated Customer Success workspace with renewal tracking, usage insights, automation, and playbooks that helped the team become more proactive. The impact was significant: User Interviews cut churn in half, saved time and energy through automation, and improved decision-making with clearer customer data.

User Interviews

Hope Supernic

Director of Customer Success