Certinia Customer Success Cloud

C tier on Customer Success SoftwareScore 6.2 · #4 of 24

Android app: Not listed
Free plan: No
Runs on: api, Web

Summary

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.

Who it is for

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.

What is 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.

What to know first

No free plan is listed.
Pricing is available on request.
Standard support is limited to 12×5.
Elite support plan has eligibility requirements.

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.

Compared on customer success software

Free plan: Nocertinia.com
Health scoring: Yescertinia.com
Onboarding workflows: Yescertinia.com
Renewal tracking: Yescertinia.com
Success playbooks: Yescertinia.com
Customer portal: Yescertinia.com

Facts

Purpose: Customer Success Cloud unifies sales, success, services, and support on Salesforce to deliver a connected customer experience.certinia.com · 30 Sept 2026
Customer journey: It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized.certinia.com · 30 Sept 2026
AI tools: Veda includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.certinia.com · 30 Sept 2026
Success plans: Customer success plans can be generated to align with customer objectives and sales context.certinia.com · 30 Sept 2026
Playbooks: Playbooks trigger recommended actions based on lifecycle signals.certinia.com · 30 Sept 2026
Customer collaboration: The product gives customers visibility into goals, progress, and value.certinia.com · 30 Sept 2026
Salesforce platform: Certinia describes Customer Success Cloud as natively built on Salesforce.certinia.com · 30 Sept 2026
Integrations: Certinia says Customer Success Cloud unifies sales, success, services, and support on a single Salesforce platform.certinia.com · 30 Sept 2026
Security: Certinia maintains SOC 1 Type II, SOC 2 Type II, and SOC 3 attestations; access to SOC 1 and SOC 2 reports requires contacting an account executive.certinia.com · 30 Sept 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 · 30 Sept 2026
Support: Certinia lists Standard, Premier, and Elite success plans; Standard support is 12×5, while Premier and Elite include 24×7 support for P1 and P2 issues.certinia.com · 30 Sept 2026
Support limits: The listed plans include 5, 10, and 25 support users respectively, and the Elite plan has eligibility requirements.certinia.com · 30 Sept 2026
Audience: Certinia describes the product as helping customer success teams manage customer value, retention, and growth across the customer lifecycle.certinia.com · 30 Sept 2026
Customer success plans: It generates customer success plans aligned with customer objectives and sales context.certinia.com · 30 Sept 2026
Resource management: It connects resource management to help align teams around a consistent customer experience.certinia.com · 30 Sept 2026
AI features: Veda AI includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.certinia.com · 30 Sept 2026
Platform: Certinia says its products are built natively on the Salesforce platform.certinia.com · 30 Sept 2026
Critical support: Premier and Elite customers receive continuous 24/7 critical support, including during regional holidays.certinia.com · 30 Sept 2026
Intended users: The product is presented for teams managing customer success across lifecycle planning, execution, and value realization.certinia.com · 30 Sept 2026
Pricing and trial: The product page directs visitors to request a demo; it does not state a price or trial duration.certinia.com · 30 Sept 2026