Vitally vs Planhat: Which Customer Success Platform Fits Your Team in 2026?

Updated August 2026

If Vitally and Planhat are the two names left on your shortlist, you've probably already ruled out the enterprise incumbents and decided you want a platform your own team can run, not one a systems integrator hands back to you eighteen months from now. That instinct is right, but it doesn't make the choice in front of you easy, because these two solve the same problem from opposite directions. Vitally has already decided how your CS motion should be organized: pick the plan that matches whether you run tech-touch, hybrid-touch, or high-touch coverage, and the product ships built around that choice. Planhat has decided nothing. It hands you a data model made of objects, relationships, and formulas, and expects you, or someone on your team, to build the CS motion that model should represent.

This is written for a VP or Head of Customer Success, a CS Ops lead, or a COO at a B2B SaaS company somewhere between 20 and 500 people, trying to work out which of these two your team will actually finish setting up rather than half-configure and quietly stop touching. You don't need another feature checklist. Both platforms do health scores, playbooks, and automated workflows, and on that axis they look close to identical. What actually separates them is who decides the shape of your CS operation: the vendor, through a plan name, or you, through a schema you have to build and keep maintaining. And because neither vendor publishes a number for any of it, you need an evaluation process that doesn't start with opening two pricing pages, because neither page has the figure you're looking for.

Key Facts

Neither vendor publishes a price. Vitally packages three plans by CS motion, Tech-Touch, Hybrid-Touch, and High-Touch, all routing to "Request Pricing" (Vitally pricing). Planhat prices by quote across three connected products, CRM, CSP, and PSA, plus four named add-ons with no figures attached anywhere on the page (Planhat pricing).
Median net revenue retention across 105 public B2B SaaS companies was 122% in 2026, top decile 155%, drawn from 913 verified disclosures in SEC filings and earnings transcripts (Cust, 2026 State of Customer Success).
Private B2B SaaS companies run lower: median NRR of 103% and median gross revenue retention of 91% for bootstrapped companies between $3M and $20M ARR, across more than 1,000 companies (SaaS Capital, 2026).
The customer success platform market is valued at $2.77 billion in 2025 and is projected to reach $16.68 billion by 2034, a 22.10% CAGR (Fortune Business Insights), part of the reason quote-only pricing persists across this whole category: demand hasn't required a public rate card yet.
52% of surveyed CS teams already build AI into their day-to-day workflows, per a vendor benchmark of more than 400 customer success professionals (Gainsight Customer Success Index), relevant here since both Vitally and Planhat now sell an AI layer as part of the pitch.

TL;DR

	Vitally	Planhat
Ideal customer	Product-led or hybrid B2B SaaS, 30 to 500 employees	Companies whose account structure doesn't fit a template, 100 to 1,000+ employees
Core strength	A CS motion already built into the plan you pick	A data model flexible enough to represent a business Vitally's plan names can't
Pricing model	Quote only, three plans by CS motion	Quote only, three connected products plus four named add-ons
What drives the number	Which motion plan, plus full-seat count	Which products, objects, and add-ons attach
Data model	Objects and traits inside a CS-shaped product	Objects, relationships, and formulas you define from a blank canvas
Implementation load	Light, built for a CS Ops lead to configure solo	Heavy, commonly needs a dedicated owner or Planhat's own services team
Best for	Tech-touch and hybrid coverage across a long tail of accounts	Multi-entity, reseller, or usage-based accounts a standard model can't represent
Weakest point	Less governance and analytics depth once you outgrow the long tail	An expensive, capable system a lean team never finishes building

Who Each Platform Is Built For

The honest split here isn't headcount so much as account shape, and how much modeling appetite your team actually has.

Vitally was built on the assumption that most CS teams don't need a data model, they need a working motion, fast, run by a CS Ops lead without a partner in the room. Its three plans, Tech-Touch, Hybrid-Touch, and High-Touch, aren't discount tiers stacked by feature count. They're named after the coverage model they assume you're running: one-to-many and product-led, a mix of both, or one-to-one, respectively. Picking a plan pre-answers a design question Planhat would make you answer yourself: how many accounts is each CSM realistically responsible for, and how much of that coverage has to run on automation instead of a human touch. Every plan ships Unlimited Automations, Unlimited Observer Seats, Single Sign-on, Full Integration Library, and Unlimited Docs, confirmed on Vitally's own pricing page. The differences between plans live mainly in full-seat count and, presumably, in governance and analytics depth as you move up.

Planhat calls itself a "customer platform," not a customer success platform, and that isn't a marketing flourish, it's the entire design. Instead of shipping predefined objects like Account, Contact, and Health Score, Planhat gives you objects, relationships, and formulas you define yourself, then layers CS workflow, revenue tracking, and customer portals on top of whatever you build. It sells that model across three connected products, CRM, CSP for customer success, and PSA for professional services, plus four named add-ons on its pricing page: Upgraded AI Platform, Advanced Service, Email Marketing, and Advanced Portals. None of the seven carry a published figure. That structure rewards a business whose accounts genuinely don't fit a template, multi-entity customers, reseller hierarchies, usage-based contracts, a services line attached to a subscription, the exact shapes Vitally's motion-based plans aren't built to describe.

	Vitally	Planhat
Company size sweet spot	30 to 500 employees	100 to 1,000+ employees
Account shape assumed	Standard SaaS subscription accounts at volume	Multi-entity, reseller, usage-based, or services-attached accounts
CS team size	Small CS Ops function, any CSM count	Any size, but rewards a dedicated CS Ops or RevOps owner
Maturity assumed	Someone owns CS ops, even part time	A team willing to design and maintain a data model
Primary use case	Ship a working motion fast, matched to coverage type	Model a business no off-the-shelf CS product represents
Ideal buyer	CS Ops lead who wants to configure directly	Ops or RevOps leader running CRM, CS, and services in one system
Products or plans on offer	Tech-Touch, Hybrid-Touch, High-Touch	CRM, CSP, PSA, plus 4 named add-ons

If neither profile fits yet, best customer success software for 2026 is the wider category view worth starting from before you commit to either shape.

The Motion You're Handed vs the Schema You Build

This is the section that actually decides the purchase, and it's worth being blunt about it: almost everything else in this comparison is a consequence of one design choice each vendor made early and never walked back.

Vitally chose to pre-package the decision. Ask what CS motion looks like on Tech-Touch, and the plan itself answers: one-to-many, product-led, with automation doing most of the work a CSM would otherwise do by hand across thousands of accounts. Move to High-Touch and the assumption flips, one CSM, a real relationship, unlimited full seats because a high-touch motion assumes every CSM needs to be a full user. Hybrid-Touch splits the difference. The upside is real: a CS Ops lead can look at three plan names, recognize which one matches how the team already works, and start configuring the same day. The downside is just as real: if your actual coverage model doesn't cleanly match one of the three, you're bending your operation toward Vitally's taxonomy instead of the other way around.

Planhat made the opposite bet. It doesn't have a plan called Tech-Touch because it doesn't assume you run a single motion at all. It gives you objects, relationships between those objects, and formulas that compute whatever you decide a health score, an ARR figure, or a churn-risk indicator should mean for your business. That's genuinely more expressive: a company running three product lines, a partner channel, and a services arm attached to a core subscription can represent all of it in one data model, something none of Vitally's three named plans is built to do. The cost is that nothing works until someone builds it. Planhat's own pricing structure hints at how real that cost is: Upgraded AI Platform is a paid add-on rather than a default, which says plainly that the base platform's intelligence layer isn't the finished product, it's a component you configure and then pay more to sharpen.

Neither choice is wrong. They're wagers on different failure modes. Vitally's failure mode is outgrowing the taxonomy: your business gets more complex than tech-touch, hybrid-touch, or high-touch can describe, and you eventually migrate to something with a real data model underneath. Planhat's failure mode is never finishing the build: the modeling work stalls, an owner leaves, and eighteen months later the platform represents half a business instead of all of it.

	Vitally	Planhat
What decides the shape	The plan name you pick, Tech-Touch, Hybrid-Touch, or High-Touch	The objects, relationships, and formulas you define
Who does the deciding	Vitally, up front, when you pick a plan	You, continuously, as the business changes
Best case	Fast to configure, matches teams whose motion is already simple	Represents a business no off-the-shelf model can
Worst case	Real coverage doesn't cleanly match any of the three named plans	The build never finishes and the platform half-represents the business
Where the AI layer sits	An included capability, depth likely scales by plan	A named, separately priced add-on: Upgraded AI Platform
Who it rewards	A team that wants the decision made for them	A team confident it can make, and keep making, the decision itself

Core Capability Comparison

Both platforms check the same boxes on a feature list: health scores, playbooks, automated workflows, surveys, integrations, in-product signals. Feature-parity tables in this category are close to noise for that reason, everyone has a health score. What actually differs is whether a feature ships pre-built or ships as a kit you assemble, and that's the column worth reading.

Capability	Vitally	Planhat
Health scorecards	Pre-shaped around objects and traits, health rolls up from indicators you attach	Built from the objects and formulas you define, no default shape
Customer 360	A CS-shaped account record out of the box	An account object you configure the fields and relationships for
Playbooks and automation	Unlimited automations on every plan, no separate module to buy	Lives inside the CSP product, depth tied to which modules you license
Success plans and projects	Docs, Projects, and Success Plans ship as native modules, unlimited docs on every plan	Modeled as objects within the platform rather than a dedicated module
Customer-facing portals	Not a named product feature	Advanced Portals is a named, separately priced add-on
Revenue and services functionality	Not offered, CS-only product	CRM and PSA are sold as connected products under one contract
Email marketing	Not offered	Email Marketing is a named, separately priced add-on
AI layer	Included across plans, AI Summaries and drafting	Upgraded AI Platform is a named, separately priced add-on
Single sign-on	Included on every plan	Not detailed on the public pricing page, confirm on the call

Health Scoring and Automation Depth

Vitally's health scoring rolls up from traits, fields you define on an object, into indicators, and indicators into a score. The company's reputation rests on making that chain inspectable. AI Summaries cite the specific note, transcript, or ticket behind a flagged signal, so a CSM never has to trust a number they can't decompose, and Vitally positions AI Actions as a copilot that drafts a follow-up rather than an agent that sends one, a real distinction for a platform built to cover thousands of accounts with a handful of CSMs. Because Unlimited Automations ships on every plan, not just the top one, a Tech-Touch team can build as many automated interventions as its account volume needs without a per-automation fee changing the math.

Planhat's health scoring is a function you write, using the formula layer over whatever objects you've modeled. That's a strength for a business whose churn risk genuinely depends on something no vendor's default indicators track, seat utilization across a reseller's sub-accounts, for instance. It's a real cost for a team that wanted a working scorecard on day one rather than a scorecard they have to design first. Automation in Planhat lives inside the CSP product rather than as a plan-wide inclusion, so how much of it you get depends on which modules and add-ons you've actually licensed, not a flat allowance the way Vitally structures it.

Health and automation factor	Vitally	Planhat
Health score construction	Traits roll up into indicators, indicators into a score	Formulas you write over objects and relationships you define
Automation included	Unlimited on every plan	Tied to CSP module and add-on scope, not flat across the product
Explainability	AI Summaries cite the source note, transcript, or ticket	Depends on the formula logic you build and document yourself
AI positioning	A copilot that drafts for a human to send	Upgraded AI Platform is a separately priced add-on
Best fit	A team that wants a working score without designing one first	A team whose real risk signal isn't one any vendor ships by default

Integrations and the Data Model

Both list the integrations you'd expect: the major CRMs, support desks, product analytics tools, and a data warehouse sync. Counting integration logos is close to meaningless in this category. What matters is where the system of record lives and how much of your business logic the platform is actually holding.

Vitally ships a Full Integration Library on every plan, no tier gate on which integrations you can connect, which matters for a lean CS Ops function that doesn't want "which integrations are locked behind a higher plan" to be a negotiating point. Its object model is CS-shaped from the start, accounts, contacts, and the traits you attach to them, so connecting a CRM or a product analytics tool slots data into a structure that already resembles a CS platform.

Planhat's integrations feed a structure you built yourself, so the same CRM sync means something different depending on how you modeled the relationship between an account object and, say, a reseller's sub-accounts. That flexibility is the entire pitch of the "customer platform" framing, and it's also why Planhat sells its own paid AI Deployment Program, a services offering specifically for deploying its AI capabilities. Modeling a business correctly is real work, and Planhat sells help doing it rather than pretending the base platform does it for you.

Integration and data factor	Vitally	Planhat
Integration library	Full Integration Library included on every plan, no tier gate	Available, connects into whatever object model you've built
Data model shape	CS-shaped by default, accounts, contacts, traits	Blank canvas, objects, relationships, and formulas you define
System of record	Vitally holds CS-specific data alongside your CRM	Can hold CRM, CS, and services data if you license CRM and PSA too
Custom objects	Traits attach to existing objects	Full custom object creation is the core feature
Getting help building it	Not typically necessary, plans arrive pre-shaped	A named, paid deployment offering exists for exactly this

Reporting and Forecasting

Neither vendor's public pricing page names a forecasting module the way Gainsight's Enterprise edition or ChurnZero's Renewal and Forecast Hub do, covered in our Gainsight vs ChurnZero comparison, so this is a section to press on directly in a demo rather than take from a marketing page.

Vitally's reporting reflects its object-and-trait model. Because health rolls up from traits you can inspect, a report built on top of it tends to be explainable the same way the score is, you can show a CSM or an executive exactly which trait moved the number. Unlimited Observer Seats on every plan means read-only access to that reporting can go to Finance or an executive sponsor without a seat-cost conversation, a genuinely useful default for a lean team that wants cross-functional visibility without a licensing fight.

Planhat's reporting is, again, a function of what you built. If you modeled revenue as an object connected to the account and the CS health score, you can produce a single view spanning NRR, health, and services delivery, something that would need three separate systems on most competitors. If you didn't model that connection, the report doesn't exist until someone builds it. Because CRM and PSA are sold as connected products, a company running all three has a real shot at one reporting layer across sales, CS, and services, provided the object model actually connects them, which is a modeling decision, not a feature toggle.

Reporting factor	Vitally	Planhat
Report basis	Built on the trait-and-indicator chain, generally explainable	Built on whatever objects and formulas you've modeled
Cross-functional visibility	Unlimited Observer Seats on every plan	Not detailed on the public pricing page for view-only access
Revenue and NRR reporting	Not a native CS-platform feature	Possible if CRM and CSP are both licensed and connected
Services or PSA reporting	Not offered	Native if the PSA product is licensed
Who builds the report	Mostly available out of the box	Whoever owns the data model

What Drives Each Quote

Neither Vitally nor Planhat publishes a number, which is true of nearly this entire category, so the honest job here is explaining what each one actually publishes instead of a rate card, and what to ask for once you're on a call.

Vitally's quote is driven by two things: which of the three motion plans you're on, and how many full seats you need beyond what's included. Every plan ships Unlimited Automations, Unlimited Observer Seats, Single Sign-on, Full Integration Library, and Unlimited Docs, confirmed directly on Vitally's own pricing page. But the headline "unlimited seats" claim that shows up across older listicles about Vitally is only true of one plan. UNLIMITED FULL SEATS is stated on High-Touch specifically. On Tech-Touch and Hybrid-Touch, the unlimited allowance covers observer seats only, not the full, editing seats your CSMs actually need to log in and work. If you're pricing Tech-Touch or Hybrid-Touch, ask directly how full seats are counted and billed, because the plan page doesn't say.

Planhat's quote is driven by which products you license, CRM, CSP, PSA, and which of the four named add-ons, Upgraded AI Platform, Advanced Service, Email Marketing, Advanced Portals, you attach. None of the seven carry a published figure. One detail worth flagging directly: Planhat's own pricing page FAQ includes the question "Do you offer unlimited View Users?" but the answer isn't published anywhere visible on the page. That's not the same as Vitally's Unlimited Observer Seats, which is stated plainly for every plan. Don't assume Planhat matches it. Ask, and get the answer in writing.

	Vitally	Planhat
Primary quote driver	Which of the three motion plans, plus full-seat count	Which products (CRM, CSP, PSA) and which add-ons attach
Included at every tier	Unlimited automations, observer seats, docs, SSO, full integration library	Not specified; varies by product and add-on
The seat question to press on	"Unlimited seats" is real only on High-Touch, not Tech-Touch or Hybrid-Touch	View-user policy is an open FAQ question with no published answer
Where cost tends to climb	Full-seat count on the lower two plans, or moving up to High-Touch	Each add-on and each product you license separately
What's genuinely open-ended	Nothing, the plan structure is fixed	Everything, the data model has no built-in ceiling

Beyond that table, send both vendors the same written request and ask for these specifics in the reply:

Ask for this	Why it decides the number
Whether full seats are unlimited on your specific plan	Only High-Touch states unlimited full seats; Tech-Touch and Hybrid-Touch don't
Whether View Users are unlimited, in writing	Planhat's own FAQ raises the question and doesn't answer it publicly
Which add-ons or products are included versus separately billed	Planhat's four add-ons and Vitally's plan differences both hide real cost here
Your exact CSM headcount plus one hire	Seat-based pricing punishes growth you already know is coming
Your exact account count plus a 12-month projection	Even motion-based and object-based pricing tends to scale with account volume eventually
Implementation or deployment services costs, itemized	Planhat's own AI Deployment Program is a real line item, not a courtesy
Multi-year discount terms versus the annual alternative	You can't judge a multi-year commit without the annual number beside it
Exit terms: export format and notice period	A schema you built in Planhat, or a trait model in Vitally, rarely migrates cleanly

Implementation and Time to Value

A demo shows a finished system either way. It never shows the weeks, or the quarter, that finished it.

Vitally is built to be configured by the CS Ops lead directly, without a partner. Because the plan already encodes an assumption about your coverage model, there's less to design from scratch, mostly connecting data sources and mapping traits to the indicators that should feed a score. A working automation is realistically days once the underlying integrations are live. The real gate isn't the platform, it's whether your product usage, support, and billing data are already flowing in cleanly. That plumbing work runs on roughly the same timeline no matter which of the two you pick.

Planhat's implementation is a real project by design, because there's a data model to build before anything produces a number anyone trusts. Objects, relationships, and formulas have to be defined, tested, and, in practice, redefined once someone notices the first version doesn't hold up. That's real enough work that Planhat sells a paid AI Deployment Program, a dedicated services offering specifically for deploying its AI capabilities, itself a tell about how much of the base platform you're expected to build. Budget a quarter or more for a full data model, not the weeks a Vitally rollout typically takes.

Implementation factor	Vitally	Planhat
Typical scope	Connect integrations, map traits to indicators, configure automations	Design objects, relationships, and formulas from a blank data model
Internal owner required	Helpful, the CS Ops lead is meant to run this directly	Effectively yes, or budget for Planhat's own deployment services
Partner or professional services	Uncommon, built for self-serve configuration	Common enough that Planhat sells its own paid deployment program
Time to a working health score	Days to weeks, once data sources are connected	A quarter or more, for a data model the team actually trusts
Risk if the owner leaves	Moderate, configuration is simple enough to hand off	High, undocumented objects and formulas become debt fast
What ships working on day one	A CS-shaped platform matched to your chosen motion	A blank canvas and the tools to build on it

When Vitally Is the Right Call

Your CS motion is tech-touch or hybrid, and most accounts will never see a CSM face to face. That's the exact segment Vitally's plan names and unlimited automations are built around.

You don't have, and don't want to hire, a dedicated CS Ops function to design a data model. Vitally's plans do that design work for you before you sign.

You want AI output you can audit line by line rather than trust on faith. Citation-linked summaries and a copilot-not-agent posture matter for a team that has to defend its calls in a QBR.

Your accounts are structurally ordinary, standard SaaS subscriptions at volume, not multi-entity or reseller shapes a template can't represent.

You want every plan to include the same automation, SSO, and integration ceiling, so budget conversations aren't about which tier unlocks which basic capability.

When Planhat Is the Right Call

Your customer data genuinely doesn't fit a template. Multi-entity accounts, reseller hierarchies, usage-based contracts, or a services line attached to a subscription are exactly what Planhat's object and formula model exists to represent.

You want revenue, professional services, and customer success running in one connected system, not three vendor relationships you have to keep synchronized yourself.

You have a named CS Ops or RevOps owner, or you're budgeting for Planhat's own deployment services to fill that gap.

Your business is complex enough that a vendor-decided plan name, tech-touch, hybrid-touch, high-touch, would force you to misrepresent how you actually operate.

You're comfortable treating the AI layer as a separately priced add-on you evaluate on its own merits, rather than expecting it bundled into a base plan by default.

When Neither Is Right

If this is you	What to do instead
Under about 100 customer accounts, or fewer than 3 CSMs	Track health in your CRM and revisit the decision in two quarters
Your churn is really a product or onboarding problem	Diagnose the cause before buying a platform to manage it
You want the plan to decide less than Vitally does, but design less than Planhat requires	See Planhat vs Custify vs Velaris for two more configurable-tier options between these extremes
You want the enterprise-tier names in the comparison too	Gainsight vs ChurnZero and Vitally vs Gainsight vs ChurnZero cover that tier directly
You'd rather see Vitally or Planhat measured against a wider field before deciding	Best Vitally alternatives and best Planhat alternatives widen the shortlist
Your real gap is a lighter, cheaper mid-market option	Best Custify alternatives and best Totango alternatives cover that tier
You want vendors that actually publish numbers, for once	ClientSuccess vs Akita vs SmartKarrot is the corner of this category where published pricing exists

Decision Framework

If this is true for you	Pick
You want the plan to already reflect how your CS motion works	Vitally
Your accounts are multi-entity, reseller-based, or otherwise don't fit a template	Planhat
You don't have a CS Ops function and don't plan to hire one	Vitally
You want CRM, CS, and professional services running in one connected system	Planhat
Most of your accounts are tech-touch with little or no CSM assigned	Vitally
You're confident your team can design and maintain a data model long-term	Planhat
You want every plan to include the same automation and integration ceiling	Vitally
The AI layer is worth evaluating and paying for separately, not bundled by default	Planhat

Frequently Asked Questions about Vitally vs Planhat

How much does Vitally cost?

Vitally does not publish a price. All three plans, Tech-Touch, Hybrid-Touch, and High-Touch, route to "Request Pricing." Every plan includes unlimited automations, unlimited observer seats, single sign-on, the full integration library, and unlimited docs, but unlimited full seats are stated for High-Touch only. Get a written quote for full-seat pricing on Tech-Touch and Hybrid-Touch before assuming it's included.

How much does Planhat cost?

Planhat does not publish pricing either. It prices by quote across three connected products, CRM, CSP, and PSA, plus four named add-ons: Upgraded AI Platform, Advanced Service, Email Marketing, and Advanced Portals. None of the seven carry a public figure, so the fully loaded cost depends entirely on which products and add-ons you end up licensing.

Does Vitally really offer unlimited seats?

Only on one plan. Vitally's own pricing page states unlimited full seats on High-Touch specifically. Tech-Touch and Hybrid-Touch include unlimited observer seats, not unlimited full seats, a distinction a lot of older comparison articles miss. Confirm which plan you're actually being quoted before assuming the unlimited claim applies to you.

Does Planhat offer unlimited view users?

Planhat's own pricing page FAQ asks that exact question, "Do you offer unlimited View Users?", but doesn't publish an answer anywhere on the page. Don't assume it matches Vitally's unlimited observer seats. Ask directly on the sales call and get the answer in writing before you budget around it.

Which platform is easier to implement?

Vitally, for a team without a dedicated CS Ops function. Its plans are pre-shaped around a coverage model, so implementation is mostly connecting data and mapping traits rather than designing a schema from nothing. Planhat's implementation is a bigger project by design, building the objects, relationships, and formulas that represent your business, which is why Planhat sells its own paid deployment services for exactly that gap.

What's the real difference between how Vitally and Planhat are priced?

Vitally's quote is driven by which of three motion-based plans you're on and how many full seats you need beyond what's included. Planhat's quote is driven by which products, CRM, CSP, PSA, you license and which of four separately priced add-ons you attach. Neither publishes a number for any of it, so both require a written quote before you can compare them honestly.

Which one should a team with unusual account structures pick?

Planhat, generally. Its object, relationship, and formula model is built to represent multi-entity accounts, reseller hierarchies, and usage-based or services-attached contracts that Vitally's three named plans don't describe. The tradeoff is that Planhat won't build that model for you. Someone on your team, or Planhat's own paid deployment program, has to.

What to Do Next

Write down your actual CS motion in one sentence, tech-touch, hybrid-touch, high-touch, or genuinely mixed, before taking either demo. If Vitally's three plan names don't cleanly describe it, that's diagnostic information, not a dealbreaker.
Count your account structure honestly. If any meaningful share of your customers are multi-entity, resold, or usage-based, model two or three of them on paper the way Planhat would ask you to, and see how much work that actually is.
Ask Vitally directly which plan includes unlimited full seats, not just unlimited observer seats, before assuming the number you read in an old listicle still applies.
Ask Planhat directly whether View Users are unlimited and get the answer in writing. Its own pricing FAQ raises the question and doesn't publish the answer.
Name your implementation owner before you sign anything. If you can't name a person and the hours they'll actually have, that answer points at Vitally more than a feature comparison will, since Planhat's data model needs somebody's sustained attention to finish.
Send both vendors the same written quote request: exact CSM headcount plus one hire, exact account count plus a 12-month projection, every add-on or product priced as a separate line, and implementation costs itemized.