A Smarter Way to Drive Retention and Renewals

We help customer success teams move from reactive to proactive with Certinia Customer Success Cloud — giving them the tools to collaborate across departments, surface risks early, and build long-term customer value.

What Is Certinia Customer Success Cloud?

A Connected Platform to Strengthen Every Customer Relationship

Certinia Customer Success Cloud is built to give your post-sale teams clear visibility into account health, onboarding progress, support activity, and renewal timelines — all within the Salesforce platform.

By connecting delivery, support, and finance to customer success, it enables your team to take the right actions at the right time to reduce churn, increase expansion, and improve customer satisfaction.

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How we deliver

Structure, Visibility, and Scale — Without Complexity

Out-of-the-Box First

We configure standard Success Cloud features around your current CS playbooks and workflows — keeping things maintainable.

Playbooks That Drive Action

We help you define success plans, onboarding steps, and renewal tasks that guide teams toward proactive engagement.

End-to-End Visibility

Connects CS with delivery milestones, billing data, support cases, and project health — all in one place.

Customizable Health Scoring

Surface risks before it’s too late with automated scoring based on usage, sentiment, activity, or survey data.

Clear Renewal Forecasting

Track renewal timelines, expansion opportunities, and upcoming risk areas with dashboards designed for CS leaders.

Cross-Functional Collaboration

Case ownership, playbook execution, and activity history all live in one system — improving handoffs and reducing silos.

Customer Success That Drives Customer Lifetime Value

We help CS teams scale operations, standardize playbooks, and collaborate with delivery, support, and finance — all inside Salesforce.

Certinia CS Cloud FAQ

Here’s what most teams ask when preparing to implement or optimize Customer Success Cloud.

What does Customer Success Cloud include?
It includes success plans, playbooks, customer health scoring, renewal tracking, and collaboration tools built natively on Salesforce — with visibility into cases, projects, and billing data.

Can we connect it with Certinia PSA or Service Cloud?
Yes. We frequently connect CS Cloud with PSA (for project visibility), Service Cloud (for case activity), and Billing (for revenue context) — enabling true cross-functional alignment.

Can we define our own customer health score?
Absolutely. We’ll help you configure scoring logic based on the data that matters to your business — from usage trends to NPS or support volume.

Does it support both onboarding and renewal workflows?
Yes. You can build success plans for onboarding, QBRs, adoption milestones, renewal preparation, and more — with tasks, owners, and due dates.

"We've had the same team for six and a half years. It's incredible. You don't get that out of a partnership typically. It was game changing in the sense that it allowed us to focus on what we needed to do from a products and a services standpoint without having to manage too much of the understanding of why during implementation. It was very nice."

– Daniel McCormick

Put Retention and Expansion on the Same Platform

We help customer success teams operate with structure, act with insight, and scale with confidence — all within Certinia Customer Success Cloud.