No. 13 of 24 ·Customer Success Software

Certinia Customer Success Cloud

Web · API

Freedom report

One barScore 5.1

Free tierNo free tier on record
Open codeNo open-source code on record
Runs widely1 of 6 device platforms
DocumentedPlans, terms and facts published

Certinia Customer Success Cloud is ranked #13 of 24 in customer success software on Freedom251. It runs on API, Web. There is no free plan.

Compared on customer success software

Free plan: No
Health scoring: Yes
Onboarding workflows: Yes
Renewal tracking: Yes
Success playbooks: Yes
Customer portal: Yes

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The record

Purpose: Customer Success Cloud unifies sales, success, services, and support on Salesforce to deliver a connected customer experience.
Customer journey: It connects customer activity across the lifecycle so teams can align what was sold, delivered, and realized.
AI tools: Veda includes a Customer Success Agent, account analytics, health summaries, and predictive risk and expansion signals.
Success plans: Customer success plans can be generated to align with customer objectives and sales context.
Playbooks: Playbooks trigger recommended actions based on lifecycle signals.
Customer collaboration: The product gives customers visibility into goals, progress, and value.
Salesforce platform: Certinia describes Customer Success Cloud as natively built on Salesforce.
Integrations: Certinia says Customer Success Cloud unifies sales, success, services, and support on a single Salesforce platform.
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.
HIPAA: Certinia says it supports customers' HIPAA compliance, and customers using its applications with electronic protected health information must sign a business associate addendum.
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.
Support limits: The listed plans include 5, 10, and 25 support users respectively, and the Elite plan has eligibility requirements.
Audience: Certinia describes the product as helping customer success teams manage customer value, retention, and growth across the customer lifecycle.
Customer success plans: It generates customer success plans aligned with customer objectives and sales context.

Where it ranks on Freedom251

Best Customer Success Software in 2026#13 of 24

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Sources

certinia.com/solutions/customer-success-cloud/· checked 30 Sept 2026
certinia.com/request-a-demo· checked 30 Sept 2026
certinia.com/about-us/trust/security-program/· checked 30 Sept 2026
certinia.com/support-services/success-plans/· checked 30 Sept 2026
certinia.com/about-us/trust/· checked 30 Sept 2026
certinia.com/support-services/support/· checked 30 Sept 2026