Customer Success
Empower organizations to deliver customer value with certainty on Salesforce.
Executive Summary
Certinia Customer Success Cloud is a comprehensive solution designed to empower organizations to deliver consistent customer value and drive retention. Built natively on the Salesforce platform, it unifies sales, services, and customer success operations, providing a connected end-to-end customer experience. This integration allows businesses to gain a holistic view of their customers, leveraging existing Salesforce data for deeper insights. The solution equips Customer Success Managers (CSMs) with powerful tools, including embedded analytics dashboards to monitor customer performance, track account health, and identify key trends. It incorporates AI innovations to automate critical customer success processes and provides best practice playbooks to standardize engagement and ensure consistent outcomes. By facilitating customer collaboration and enabling the creation and management of structured success plans, Certinia CS Cloud helps organizations proactively guide customers towards achieving their desired business outcomes.
Use Cases
- Monitor Customer Success Performance
- Automate customer success processes
- Deliver a connected end-to-end customer experience
- Manage customer success plans and playbooks
- Track customer account analytics
Features
Visibility
- Customer Account Analytics: Gain deep insights into customer health, engagement, and value.
- CSM Dashboard: Monitor customer success performance with embedded analytics and key metrics.
- Unified Customer View: Connect sales, services, and support data for a holistic view of each customer.
Intelligence
- AI Innovations: Leverage new AI capabilities to automate and optimize customer success processes.
- Embedded Analytics: Track and analyze customer success performance directly within the platform.
- Playbook Automation: Automate best practice playbooks to guide CSMs and ensure consistent outcomes.
Support
- Customer Collaboration: Facilitate direct collaboration with customers to drive value.
- Customer Success Plans: Develop and manage structured success plans for each customer.
Technical Specifications
- Architecture
- Salesforce-native cloud application, leveraging the Salesforce platform for unified data and operations and seamless integration.
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- Salesforce Cloud
Integrations
- Salesforce
Pricing
- Model
- Contact sales
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About Certinia
Certinia (formerly FinancialForce) is the world's leading provider of Professional Services Automation (PSA) software. It empowers technology and services organizations to deliver customer value with certainty, offering cloud PSA, financial management, and customer success solutions built on the Salesforce platform.
Alternatives to Customer Success
- Gainsight by Gainsight — The AI-powered retention engine for customer-led growth.
- Gainsight CS by Gainsight — The leading customer success solution for retention, expansion, and efficiency.
- Gainsight CustomerOS by Gainsight — Orchestrate every step of the customer journey—from onboarding to outcomes.
- HappyFox Workflows by HappyFox — Advanced no-code workflow automation to expedite processes and boost productivity.
- Medallia Total Experience Profiles by Medallia — Unify customer, employee, and operational data for a complete view of total experience.
- Planhat by Planhat — Unify customer data, drive proactive success, and accelerate revenue growth with AI.
- Renewal and Forecast Hub by ChurnZero — Confidently predict customer renewals and growth with centralized revenue insights.
- Skilljar by Gainsight by Gainsight — Scale onboarding, boost adoption, and monetize customer education.