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SPECIFICTION
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Certinia Customer Success Cloud

certinia.com

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Spec score 7.6 #8 of 24 in Customer Success Software

What it is

Certinia Customer Success Cloud connects sales, success, services, and support on Salesforce to help teams coordinate customer activity across the lifecycle. It is designed to align what was sold, delivered, and realized, while connecting resource management around a consistent customer experience. Teams can generate customer success plans based on customer objectives and sales context, and playbooks recommend actions in response to lifecycle signals. Customers can see 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. Pricing is 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 provides 12×5 support, while Premier and Elite provide 24×7 coverage for P1 and P2 issues. The plans list 5, 10, and 25 support users respectively, and Elite has eligibility requirements. 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.

Spec sheet

Purpose
Customer Success Cloud unifies sales, success, services, and support on Salesforce to deliver a connected customer experience.Read 30 Sep 2026 · certinia.com
Intended users
The product is presented for teams managing customer success across lifecycle planning, execution, and value realization.Read 30 Sep 2026 · certinia.com
Audience
Certinia describes the product as helping customer success teams manage customer value, retention, and growth across the customer lifecycle.Read 30 Sep 2026 · certinia.com
Integrations
Certinia says it integrates with other Salesforce platform apps and provides an API model for off-platform systems.Read 30 Sep 2026 · certinia.com
Security
Certinia describes an Information Security Program covering security, availability, and application processing integrity, and provides access to security reports including SOC 3.Read 30 Sep 2026 · certinia.com
Support
Support options include 24/7 digital self-service, peer support, and expert-assisted support.Read 30 Sep 2026 · certinia.com
Headquarters
Austin, Texas, USARead 28 Sep 2026 · certinia.com
Founded
2009Read 28 Sep 2026 · certinia.com
AI features
Veda AI includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.Read 30 Sep 2026 · certinia.com
AI tools
Veda includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.Read 30 Sep 2026 · certinia.com
Critical support
Premier and Elite customers receive continuous 24/7 critical support, including during regional holidays.Read 30 Sep 2026 · certinia.com
Customer collaboration
The product gives customers visibility into goals, progress, and value.Read 30 Sep 2026 · certinia.com
Customer journey
It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized.Read 30 Sep 2026 · certinia.com
Customer success plans
It generates customer success plans aligned with customer objectives and sales context.Read 30 Sep 2026 · certinia.com
HIPAA
Certinia says it supports customers' HIPAA compliance, and customers using its applications with electronic protected health information must sign a business associate addendum.Read 30 Sep 2026 · certinia.com
Platform
Certinia says its products are built natively on the Salesforce platform.Read 30 Sep 2026 · certinia.com
Playbooks
Playbooks trigger recommended actions based on lifecycle signals.Read 30 Sep 2026 · certinia.com
Pricing and trial
The product page directs visitors to request a demo; it does not state a price or trial duration.Read 30 Sep 2026 · certinia.com
Resource management
It connects resource management to help align teams around a consistent customer experience.Read 30 Sep 2026 · certinia.com
Salesforce platform
Certinia describes Customer Success Cloud as natively built on Salesforce.Read 30 Sep 2026 · certinia.com
Success plans
Customer success plans can be generated to align with customer objectives and sales context.Read 30 Sep 2026 · certinia.com
Support limits
The listed plans include 5, 10, and 25 support users respectively, and the Elite plan has eligibility requirements.Read 30 Sep 2026 · certinia.com

Strong points and limits

Strong points

  • Connects sales, success, services, and support
  • Success plans align with customer objectives
  • Playbooks recommend actions from lifecycle signals
  • Veda AI includes predictive risk and expansion signals
  • Customers can see goals, progress, and value

Limits

  • Pricing is available on request
  • No free plan is listed
  • SOC 1 and SOC 2 reports require contacting an account executive
  • Elite support has eligibility requirements

Who it suits

It is presented for customer success teams managing lifecycle planning, execution, retention, and value realization. Salesforce is central to the product’s platform description.

Verdict

Customer Success Cloud ties lifecycle coordination, success planning, and AI features to Salesforce. Pricing requires a request, and support coverage and user allowances differ by plan.

Where Specifiction places it

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