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Certinia Customer Success Cloud
Austin, Texas, USA
What it is
Certinia Customer Success Cloud brings sales, customer success, services and support together on Salesforce. It connects customer activity across the lifecycle so teams can align what was sold, delivered and realized, while resource management supports a consistent customer experience. Teams can generate success plans based on customer objectives and sales context, and playbooks can recommend actions from lifecycle signals. Customers receive visibility into goals, progress and value. Veda AI includes a Customer Success Agent, account analytics, health summaries and predictive risk and expansion signals. Certinia describes the product as natively built on Salesforce. Support plans are Standard, Premier and Elite, with Standard providing 12×5 coverage and Premier and Elite providing 24×7 coverage for P1 and P2 issues. The plans list 5, 10 and 25 support users respectively, and Elite has eligibility requirements. Pricing is on request and the page directs visitors to request a demo.
For and against
For
- Native Salesforce platform foundation
- Lifecycle-linked customer success planning
- Playbooks respond to customer signals
- Veda AI health and risk insights
- Multiple support coverage plans
Against
- Pricing is available only on request
- No free plan is listed
- Elite support has eligibility requirements
The verdict
Customer Success Cloud coordinates customer-facing functions on Salesforce and adds plans, playbooks, customer visibility and Veda AI insights.
Who it suits
It is intended for customer success teams managing lifecycle planning, execution, retention, growth and value realization. Salesforce-based organizations seeking connected sales, services and support workflows may find it suitable.
On the record
- AI features
- Veda AI includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.certinia.com · read 30 Sep 2026
- AI tools
- Veda includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.certinia.com · read 30 Sep 2026
- Audience
- Certinia describes the product as helping customer success teams manage customer value, retention, and growth across the customer lifecycle.certinia.com · read 30 Sep 2026
- Critical support
- Premier and Elite customers receive continuous 24/7 critical support, including during regional holidays.certinia.com · read 30 Sep 2026
- Customer collaboration
- The product gives customers visibility into goals, progress, and value.certinia.com · read 30 Sep 2026
- Customer journey
- It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized.certinia.com · read 30 Sep 2026
- Customer success plans
- It generates customer success plans aligned with customer objectives and sales context.certinia.com · read 30 Sep 2026
- HIPAA
- Certinia says it supports customers' HIPAA compliance, and customers using its applications with electronic protected health information must sign a business associate addendum.certinia.com · read 30 Sep 2026
- Integrations
- Certinia says it integrates with other Salesforce platform apps and provides an API model for off-platform systems.certinia.com · read 30 Sep 2026
- Intended users
- The product is presented for teams managing customer success across lifecycle planning, execution, and value realization.certinia.com · read 30 Sep 2026
- Platform
- Certinia says its products are built natively on the Salesforce platform.certinia.com · read 30 Sep 2026
- Playbooks
- Playbooks trigger recommended actions based on lifecycle signals.certinia.com · read 30 Sep 2026
- Pricing and trial
- The product page directs visitors to request a demo; it does not state a price or trial duration.certinia.com · read 30 Sep 2026
- Purpose
- Customer Success Cloud unifies sales, success, services, and support on Salesforce to deliver a connected customer experience.certinia.com · read 30 Sep 2026
- Resource management
- It connects resource management to help align teams around a consistent customer experience.certinia.com · read 30 Sep 2026
- Salesforce platform
- Certinia describes Customer Success Cloud as natively built on Salesforce.certinia.com · read 30 Sep 2026
- Security
- Certinia describes an Information Security Program covering security, availability, and application processing integrity, and provides access to security reports including SOC 3.certinia.com · read 30 Sep 2026
- Success plans
- Customer success plans can be generated to align with customer objectives and sales context.certinia.com · read 30 Sep 2026
