Certinia CS Cloud Gains Momentum with New AI Innovations and Customer Wins

Customer success is a strategic imperative for any growth-focused company. The challenge is moving this function from a siloed department to a truly integrated, team-based discipline centered on the customer journey.

To do this effectively, organizations need to break down the walls between departments. When customer success is treated as a team sport across all functions, not just the responsibility of one person or group, the entire engagement model shifts. Activities become centered around the customer and their needs, creating a more cohesive and valuable experience. 

This is where having a Customer Success solution that is native to your CRM, professional services, and customer support systems becomes essential. This unified approach enables cohesive processes through real-time, shared data, eliminating the need to manage duplicate foundational data sets—like accounts, contacts, and opportunities—that often plague non-native solutions. 

Today, we’re excited to share how Certinia’s Customer Success (CS) Cloud is gaining momentum against this backdrop, with a growing roster of customers already seeing strong results and new AI innovations driving even more possibilities.

Growing Adoption of CS Cloud

Adoption of CS Cloud has accelerated significantly over the past year, with new customers ranging from well-known global enterprise leaders to mid-market technology firms. Since announcing that CS Cloud was generally available at Dreamforce 2024, we have seen usage increase exponentially, with 200% more views of the Health Score, 300% more Objectives being set, and 500% more Playbooks guiding the work of teams to deliver value for their customers.

Here’s what some of our customers have to say about the value they’re seeing:

“Every customer success solution has a connector to Salesforce, but Certinia's Customer Success Cloud is the only one natively built on Salesforce. This solution is ideal for our team because it allows us to leverage our existing integrations and investments in Salesforce, along with Marketing Cloud for notifications, Einstein for AI, Slack for collaboration, and Data Cloud to ensure our Customer Success Managers know everything they should about their accounts.”

— Jim Roth, President, Customer Success at Salesforce

“Our biggest challenges were intimately tied together and focused on information management around our customer journey. We needed to build a consistent process and have a single source of truth around everything customer-related. Customer Success Cloud has allowed us to build out playbooks focused on having best practice-driven processes, including templates and guides for our CSM team, an automated snapshot of our account health through the customer scorecard, and the ability to tie our PSA implementation to our customer scorecard. We now have everything about the project—status, billability, and invoicing—available at a glance, so whether planning conversations with clients or dealing with potential escalations, we’re able to be much more nimble.”

— Naeem Khalid, Vice President of Customer Success at Diabsolut

“One of our biggest challenges was gaining a consistent view of customer health and tying it directly to the customer journey. By being an early adopter of Certinia’s Customer Success Cloud, we’ve been able to build the foundation alongside Certinia—using it for ourselves first, which gives us confidence in how we implement it for our customers. With playbooks, health scorecards, and a single source of truth, we can quickly see project status, identify risks, and act proactively. Getting in at the foundation has not only shown us the value firsthand but also allows us to help our customers realize that same success even faster.”

— Krista Ladd, Co-founder at Ladd Partners

Automating Engagement with AI

New AI capabilities within CS Cloud are designed to automate customer success engagement and activities. This makes the process more efficient and data-driven, creating a better experience for the customer and simplifying work for all customer-facing teams involved in the journey.

At the same time, the rise of agentic AI is transforming how services are delivered. The Global Service Dynamics Report found that 83% of firms are already using or planning to deploy agentic AI with their Professional Services Automation (PSA) software within the next 12 months.

With this shift underway, our new Customer Success Agent announced with our Summer ‘25 release uses generative AI to analyze customer data and automate the creation of comprehensive success plans. It drafts clear objectives, identifies relevant KPIs, and suggests proactive tasks, which can then be assigned across different teams. This frees up time for everyone to focus on more strategic, high-value work.

Before bringing a new capability to our customers, we deploy it with our own teams. The Customer Success Agent is no exception. Using it internally first has allowed us to ensure each function is thoroughly tested, optimized, and backed by best practices. The impact is significant, with gains in proactive outreach effectiveness that improve retention rates and drive expansion revenue.

Expanding the Value of CS Cloud

The Customer Success Agent is just one example of how Certinia is enhancing CS Cloud with newer, stronger capabilities. Our Summer ’25 Release introduced additional features designed to give all customer-facing teams clearer insights and more control:

• AI-Generated Success Plans: Automatically creates tailored success plans from sales opportunities and business challenges. By aligning sales, services, and success teams on one platform, these plans help organizations accelerate the path to value while ensuring nothing is lost in handoffs. This makes customer objectives central to all work, ensuring that all efforts directly align with customer goals from the very beginning.
• Enhanced KPI Dashboards and Value Tracker: Provides the entire account team with real-time visual insights into customer progress, with objectives integrated directly into the account health score. Customers can also access their Value Tracker in community portals, fostering transparency and collaboration. This establishes a structured value framework on a single platform, making the value provided visible across the entire business. The health score becomes the key metric that demonstrates impact, with all teams connected through this unified system.
• Intelligent Pooled Resource Management: Equips leaders with tools to strategically assign team members based on workload, role, and skills. Combined with expanded time tracking, these capabilities improve visibility into cost-to-serve, strengthen ROI, and lay the groundwork for scalable digital CS programs.

Together, these innovations demonstrate how CS Cloud enables all customer-facing teams to move faster, operate smarter, and deliver better outcomes across the customer lifecycle.

A Platform for Unified Customer Success

The momentum we’re seeing behind CS Cloud reflects a broader transformation underway across the services industry. Advanced AI and automation are becoming essential for scaling operations and delivering value at every stage of the customer journey.

With innovations like the Customer Success Agent, AI-generated success plans, enhanced KPI dashboards, and intelligent resource management, Certinia is helping organizations transform customer success into a more proactive, data-driven discipline. These capabilities give leaders the visibility and control they need to build stronger relationships, strengthen retention, and drive growth.

See the Future of Customer Success at Dreamforce

Headed to Dreamforce? Certinia is hosting insightful expert-led sessions, 1:1 meetings, hands-on demos, partner innovations, and plenty of networking opportunities to help you get the most out of your experience.

Catch our session, “One Journey, One Team: Connecting Services and Success for Customer Value,” to hear how leading organizations like HPE and Salesforce are unifying Professional Services and Customer Success on Certinia’s Salesforce-native platform. You’ll learn how shared visibility, predictive insights, and intelligent handoffs are transforming fragmented operations into one cohesive customer journey. Register today!