Certinia Customer Success Cloud
Certinia Customer Success Cloud brings sales, success, services, and support together on Salesforce to help teams coordinate the customer experience.
What Certinia Customer Success Cloud is
Certinia Customer Success Cloud brings sales, success, services, and support together on Salesforce to help teams coordinate the customer experience. It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized, and links resource management around a consistent experience. Teams can generate customer success plans based on customer objectives and sales context. Playbooks recommend actions in response to lifecycle signals, while customers can see goals, progress, and value. Its Veda AI features include a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals. Certinia describes the product as natively built on Salesforce. Pricing is available on request, and the product page directs visitors to request a demo without stating a trial duration. Support plans are Standard, Premier, and Elite: Standard is 12×5, while Premier and Elite provide 24×7 support for P1 and P2 issues. The plans list 5, 10, and 25 support users respectively; Elite has eligibility requirements.
Good
- Connects sales, success, services, and support on Salesforce.
- Success plans reflect customer objectives and sales context.
- Playbooks recommend actions based on lifecycle signals.
- Veda AI includes health summaries and predictive signals.
- Customers can view goals, progress, and value.
Watch out
- No free plan is listed.
- Pricing is available on request.
- Standard support is limited to 12×5.
- Elite support plan has eligibility requirements.
Who it suits
It is intended for customer success teams managing lifecycle planning, execution, retention, growth, and value realization. Teams already using Salesforce may find its native platform design relevant.
Verdict
Customer Success Cloud focuses on coordinating customer work across the lifecycle, with plans, playbooks, and Veda AI features. Pricing requires a request, and support access and hours vary by plan.
The facts
Each one read from Certinia Customer Success Cloud's own pages, with the date it was checked.
What it does
- AI features
- Veda AI includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.checked 30 Sep 2026
- AI tools
- Veda includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.checked 30 Sep 2026
- Audience
- Certinia describes the product as helping customer success teams manage customer value, retention, and growth across the customer lifecycle.checked 30 Sep 2026
- Critical support
- Premier and Elite customers receive continuous 24/7 critical support, including during regional holidays.checked 30 Sep 2026
- Customer collaboration
- The product gives customers visibility into goals, progress, and value.checked 30 Sep 2026
- Customer journey
- It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized.checked 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.checked 30 Sep 2026
- Integrations
- Certinia says Customer Success Cloud unifies sales, success, services, and support on a single Salesforce platform.checked 30 Sep 2026
- Intended users
- The product is presented for teams managing customer success across lifecycle planning, execution, and value realization.checked 30 Sep 2026
- Playbooks
- Playbooks trigger recommended actions based on lifecycle signals.checked 30 Sep 2026
- Purpose
- Customer Success Cloud unifies sales, success, services, and support on Salesforce to deliver a connected customer experience.checked 30 Sep 2026
- Resource management
- It connects resource management to help align teams around a consistent customer experience.checked 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.checked 30 Sep 2026
- Support
- Support options include 24/7 digital self-service, peer support, and expert-assisted support.checked 30 Sep 2026
- Support limits
- The listed plans include 5, 10, and 25 support users respectively, and the Elite plan has eligibility requirements.checked 30 Sep 2026
Money
- Customer success plans
- It generates customer success plans aligned with customer objectives and sales context.checked 30 Sep 2026
- Pricing and trial
- The product page directs visitors to request a demo; it does not state a price or trial duration.checked 30 Sep 2026
- Success plans
- Customer success plans can be generated to align with customer objectives and sales context.checked 30 Sep 2026
The company
- Founded
- 2009checked 28 Sep 2026
- Headquarters
- Austin, Texas, USAchecked 28 Sep 2026
Where it runs
- Platform
- Certinia says its products are built natively on the Salesforce platform.checked 30 Sep 2026
- Salesforce platform
- Certinia describes Customer Success Cloud as natively built on Salesforce.checked 30 Sep 2026
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