CUSTOMER SUCCESS CLOUD
Strengthen revenue through every customer interaction
Certinia’s Customer Success (CS) Cloud unifies sales, success, services, and support on a single platform. Deliver a connected end-to-end customer experience that drives lasting value–all on your system of record: Salesforce.
How businesses use CS Cloud to scale success
Orchestrate the full customer journey
Unify every touchpoint—from opportunity to renewal—and gain an AI-powered, holistic view of customer health, value, and progress in a single platform.
Proactively improve customer retention
Leverage connected customer data and AI agents to spot at-risk accounts and take prescriptive actions, allowing your team to intervene before it's too late.
Generate expansion pipeline and revenue
Automatically surface upsell and cross-sell opportunities by tracking product adoption, key milestones, and engagement across your entire portfolio.
Scale without the cost
Use intelligent automation and AI agents to automate CS motions and offload routine tasks. Handle more accounts, scale efforts, and grow without adding headcount.
Align teams and processes
Orchestrate team activities for a consistent customer experience. Use playbooks and automation to align sales, success, services, and support with a single source of truth.
Orchestrate the full customer journey
Unify every touchpoint—from opportunity to renewal—and gain an AI-powered, holistic view of customer health, value, and progress in a single platform.
Proactively improve customer retention
Leverage connected customer data and AI agents to spot at-risk accounts and take prescriptive actions, allowing your team to intervene before it's too late.
Generate expansion pipeline and revenue
Automatically surface upsell and cross-sell opportunities by tracking product adoption, key milestones, and engagement across your entire portfolio.
Scale without the cost
Use intelligent automation and AI agents to automate CS motions and offload routine tasks. Handle more accounts, scale efforts, and grow without adding headcount.
Align teams and processes
Orchestrate team activities for a consistent customer experience. Use playbooks and automation to align sales, success, services, and support with a single source of truth.
Organizations using customer success software achieve
Customer Success Cloud key features
Customer Account Analytics
Unify customer data to take action on signals. Generate AI account summaries to better understand customers to reduce the cost to serve and accelerate time to value.
Customer Success Plans
Instantly generate tailored success plans and objectives from sales data, ensuring a mutual understanding so you can clearly track progress and measure value realization.
Playbooks with Best Practice Content
Enable your CSMs to execute proven success motions. Trigger playbooks by lifecycle changes and data signals, guiding your team to take the right action at the right time.
Customer Collaboration
Empower customers to become part of the success team with a dedicated portal to view plans, objectives, and their value tracker, providing complete transparency on their progress and achieved value.
Flexible Customer Engagement
Automate engagements to create flexible high-touch and low-touch models for every customer segment. Ensure every interaction provides value.
Effective Resource Management
Engage and optimize the right resources across your organization to deliver a more efficient and connected customer experience, acting as one customer team.
Customer Success Agents
Free CSMs to focus on strategic engagement. The AI-powered Agent automates routine administrative tasks like updating playbooks and records, providing instant insights, and taking proactive action.
Customer Account Analytics
Unify customer data to take action on signals. Generate AI account summaries to better understand customers to reduce the cost to serve and accelerate time to value.
Customer Success Plans
Instantly generate tailored success plans and objectives from sales data, ensuring a mutual understanding so you can clearly track progress and measure value realization.
Playbooks with Best Practice Content
Enable your CSMs to execute proven success motions. Trigger playbooks by lifecycle changes and data signals, guiding your team to take the right action at the right time.
Customer Collaboration
Empower customers to become part of the success team with a dedicated portal to view plans, objectives, and their value tracker, providing complete transparency on their progress and achieved value.
Flexible Customer Engagement
Automate engagements to create flexible high-touch and low-touch models for every customer segment. Ensure every interaction provides value.
Effective Resource Management
Engage and optimize the right resources across your organization to deliver a more efficient and connected customer experience, acting as one customer team.
Customer Success Agents
Free CSMs to focus on strategic engagement. The AI-powered Agent automates routine administrative tasks like updating playbooks and records, providing instant insights, and taking proactive action.
How Certinia CS Cloud helps specific industries
Consulting & Advisory
Strengthen post-delivery relationships with proactive engagement.
- Monitor client outcomes in real time
- Address issues early to retain trust
- Expand accounts within Salesforce
IT Services
Align delivery and success for long-term value.
- Build scalable success plans and check-ins
- Track adoption and satisfaction trends
- Surface upsell opportunities
Software
Boost retention with connected success insights.
- Unify product usage, support, and success metrics
- Deliver high-touch success at scale
- Proactively manage renewals using real-time data
IT Hardware
Drive loyalty through post-sale success.
- Tie workflows to training and service data
- Improve adoption and reduce support costs
- Manage success efforts directly in Salesforce
Tax & Audit
Deliver value beyond compliance deadlines.
- Manage year-round client interactions
- Track satisfaction and engagement trends
- Surface cross-sell opportunities through insights
- Build trust and retention with proactive engagement
Elevate outcomes with CS + PS Cloud
Unlock greater efficiency and insight by combining Customer Success Cloud with your Professional Services Cloud. The result: a unified, data-driven approach that drives faster outcomes and stronger client relationships.
See why customers love Certinia CS Cloud
“HPE has continued to successfully deploy the new skills management platform within our PSA solution. As of today, we are deriving value across 5,800 users in 57 countries. This is a solid ROI for us as we are increasing resource utilization and improving time to staffing projects. We see this as a path to greater customer satisfaction and this is always our top priority.”
- Tom Boland
- Senior Director of Global Workforce Management Account Services
Hewlett Packard Enterprise
“With Certinia Services Estimator, we are looking to cut the time it takes to plan our resourcing and understand the resources we need well in advance of those projects kicking off.”
- Nana Gregg
- Senior Solutions Architect
Diabsolut
Maximize your Salesforce investment with Certinia
See the impact Certinia + Salesforce could have on your services business.
