# Salesforce Customer Success Reviews **Vendor:** Salesforce **Category:** [Salesforce Consulting Services](https://www.g2.com/categories/salesforce-consulting-services) **Average Rating:** 4.4/5.0 **Total Reviews:** 386 ## About Salesforce Customer Success Salesforce Customer Success is a community of customers and employees committed to driving success for our customers and our customers' customers. From easy to use resources to embedded solution experts, organizations can elevate their AI capabilities and get the most value out of their Salesforce investment. Our comprehensive success portfolio includes: Success Plans - 3 levels of innovative tools, guidance, and support to help you achieve your ambitious goals: - Standard Success Plan: Self-guided resources included with all licenses. - Premier Success Plan: Personalized programs and expedited support. - Signature Success Plan: Proactive partnership and the fastest support. Professional Services: Trusted advisors to help accelerate your time to value with AI + Data + CRM. ## Salesforce Customer Success Pros & Cons **What users like:** - Users appreciate the **excellent 24/7 support** of Salesforce Customer Success, enhancing their overall experience and satisfaction. (42 reviews) - Users value the **proactive, personalized support** from Salesforce Customer Success, enhancing their organizational improvements and best practices. (37 reviews) - Users value the **deep understanding** of their workflow by Salesforce Customer Success, enhancing client relationships and usability. (29 reviews) - Users appreciate the **ease of use** of Salesforce Customer Success, making everything simple and efficient. (25 reviews) - Users value the **24/7 support responsiveness** of Salesforce Customer Success, finding assistance readily available for all needs. (23 reviews) - Users value the **organized knowledge base** of Salesforce Customer Success, enhancing navigation and understanding of its features. (21 reviews) - Users appreciate the **user-friendly interface** of Salesforce Customer Success, enjoying its intuitive design and extensive documentation. (21 reviews) - Users praise the **quick response time** and proactive follow-up from Salesforce Customer Success for resolving issues effectively. (20 reviews) - Expertise (19 reviews) - Proactivity (19 reviews) **What users dislike:** - Users express frustrations over **poor customer support** , highlighting delays and lack of tailored assistance during complex issues. (29 reviews) - Users find the **high cost** of Salesforce Customer Success frustrating, especially with increased fees and changes in plans. (27 reviews) - Users find Salesforce Customer Success to be **expensive** , especially when considering alternatives in the market. (25 reviews) - Users often face **time zone issues** leading to communication delays and inefficient support experiences with Salesforce Customer Success. (4 reviews) ## Salesforce Customer Success Reviews ### 1. Proactive Roadmap Guidance, Strong Partnership **Rating:** 4.5/5.0 stars **Reviewed by:** Parth S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Salesforce Customer Success?** I use Salesforce Customer Success as a strategic partner throughout the full implementation lifecycle. As an architect and director of technology, the Customer Success team helps ensure clients get maximum value from their investment. I appreciate their proactive approach, particularly around Agentforce and the evolution of agentic AI. The quality of engagement at events like TDX 2026 genuinely reflects Salesforce's culture. The Premier and Signature Success Plans provide direct access to product and engineering, which is valuable for complex multi-cloud implementations. The Customer Success Manager relationship is key, providing quarterly business reviews and early visibility into relevant feature releases, making it genuinely valuable. What stands out most is the quality of the people—knowledgeable, curious, and invested in outcomes. Executive and technical briefings on product direction are invaluable, providing a genuine dialogue that speeds up strategic planning. The proactive roadmap guidance, particularly the Agentforce transition, showcases value by allowing early architectural planning. The team facilitates crucial support during implementations, like resolving a compliance issue in a Data Cloud project within 48 hours, avoiding potential long delays. Their people and guidance make the Customer Success program a genuine asset. **What do you dislike about Salesforce Customer Success?** More technical depth at the architect level for complex multi-cloud scenarios. The guidance can occasionally feel optimized for the median customer rather than for the edge cases. In multi-agent Agentforce architectures involving custom Apex invocable actions, Data Cloud real-time triggers, and cross-cloud orchestration, the Customer Success guidance tends to stay at the feature adoption level rather than the architectural design level. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success to accelerate client adoption and align with platform changes, providing structured guidance post-implementation. It offers roadmap insights for informed client advisement and addresses adoption stalls with clear guidance. ### 2. Transforming Disaster Relief with Expert Guidance **Rating:** 5.0/5.0 stars **Reviewed by:** Mateo U. | Math Center Tutoring Intern, Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2026 **What do you like best about Salesforce Customer Success?** I find the expert coaching and architectural review sessions within Salesforce Customer Success extremely valuable. Having access to specialists allows us to validate our designs before going live, acting as a critical technical catalyst. Immediate access to deep platform expertise eliminates the trial and error phase that typically slows down complex integrations. I also like their alignment with the future of the agentic enterprise. These aspects make me likely to continue or even expand our partnership with them. **What do you dislike about Salesforce Customer Success?** One of my biggest frustrations has been the quality and accessibility of the documentation. When I hit an issue in the middle of a workflow—whether I’m troubleshooting an integration, trying to customize a view, or figuring out why a report isn’t pulling the right data—the help articles often read like they’re written for administrators or developers, not for the people using the platform day to day as sales reps. The wording is overly technical, the instructions assume a level of backend knowledge most AEs simply don’t have, and it’s not unusual to work through an entire guide only to realize it doesn’t apply to our specific setup or even our subscription tier. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us with rapid deployment in disaster relief by addressing technical complexity. The expert coaching and architectural review sessions eliminate trial and error, speeding up integration. ### 3. Proactive Customer Success Guidance That Keeps Us Moving Fast **Rating:** 4.0/5.0 stars **Reviewed by:** daniel a. | Principal architect, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Salesforce Customer Success?** What I value most is the proactive guidance and easy access to expertise. Having a Customer Success team that understands both the platform and our business context helps us move faster and avoid common pitfalls. Their recommendations are usually grounded in real-world use cases, and the enablement resources—such as best practices and release insights—are very helpful for staying up to date. **What do you dislike about Salesforce Customer Success?** At times, the response speed and follow-up can be inconsistent, particularly when the topic is more complex or technical. In addition, some recommendations come across as fairly generic and not always fully tailored to a specific business context. In certain situations, more hands-on and deeply technical guidance would make the overall experience even better. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us tackle challenges related to platform adoption, solution design, and long-term scalability. The team provides guidance on best practices, architectural decisions, and new features, which helps reduce rework and speed up delivery. Overall, this support has improved our implementation quality, kept our solutions aligned with business goals, and enabled us to make more informed technical decisions. ### 4. Structured Customer Success That Drives Ongoing Service Cloud Value **Rating:** 5.0/5.0 stars **Reviewed by:** Eder S. | Soluções Salesforce, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Salesforce Customer Success?** What I like most about Salesforce Customer Success is the structured and proactive approach to driving continuous value after initial delivery. Instead of focusing only on project completion, the engagement is centered on ongoing improvement, adoption, and measurable outcomes for clients. A key strength is the ability to provide clear, actionable recommendations based on real usage patterns and evolving business needs. This helps identify gaps, prioritize initiatives, and ensure that clients continue to mature their processes over time. Another aspect I value is the consistency in the engagement model, which supports regular alignment and long-term planning rather than reactive support. This makes it easier to sustain client relationships and continuously improve the value delivered. **What do you dislike about Salesforce Customer Success?** One aspect that could be improved in Salesforce Customer Success is the level of depth in some of the recommendations, which can occasionally feel too high-level for more complex or mature client scenarios. In practice, this means that additional effort is sometimes required to translate general guidance into more tailored, actionable plans for specific client needs. For teams managing multiple clients, this can slow down execution and require more internal effort to define detailed approaches. More prescriptive, use case-driven guidance and practical frameworks would help accelerate decision-making and reduce the gap between strategic direction and execution. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us address the challenge of ensuring that our clients continuously adopt and evolve their use of the platform after implementation. Before that, even well-delivered projects could lose momentum over time, with limited follow-up, inconsistent optimization, and missed opportunities to improve processes. What stands out is the structured approach to ongoing engagement, with clear guidance on how to identify gaps, prioritize improvements, and drive continuous value for clients. This includes regular alignment, practical recommendations, and a focus on measurable outcomes rather than just initial delivery. As a result, we’ve been able to maintain stronger client relationships, improve long-term adoption, and ensure that the solutions delivered continue to generate value over time. ### 5. Salesforce Customer Success: Proactive Guidance That Maximizes Platform Value **Rating:** 4.5/5.0 stars **Reviewed by:** Drashti P. | Summer Internship Program, Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2026 **What do you like best about Salesforce Customer Success?** Salesforce Customer Success helps solve the problem of underutilization and slow adoption of Salesforce products after implementation. It bridges the gap between technology and business outcomes by providing guidance, best practices, training, and proactive support to ensure customers get maximum value from the platform. **What do you dislike about Salesforce Customer Success?** One limitation of Salesforce Customer Success is that the level of support and engagement can vary depending on account size, region, or subscription tier, which may lead to inconsistent experiences for some customers. In some cases, guidance can also feel more standardized rather than deeply tailored to complex or highly specialized business environments. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps solve the problem of underutilization and slow adoption of Salesforce products after implementation. It bridges the gap between technology and business outcomes by providing guidance, best practices, training, and proactive support to ensure customers get maximum value from the platform. ### 6. Consistently Good Service **Rating:** 4.5/5.0 stars **Reviewed by:** Garrett S. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2024 **What do you like best about Salesforce Customer Success?** The implementation of agentforce as the frontline interface for customer success felt like a interesting choice at first but has quickly turned many of my support requests into immediate resolutions without ever submitting a case. When I do require to talk to a support agent, I get the same great service I'm used to and often get immediate resolution or resolution in short order. These cars get regular check-ins, quick escalations where necessary, and I never feel like I'm not getting what I need from Salesforce to resolve my needs. **What do you dislike about Salesforce Customer Success?** I'd eventually love to see how agentforce from the supper portal could be implemented in such a way that it could interact with my org to help resolve base issues directly to further reduce reliance on support agents and expedite resolutions on less complex problems. **Recommendations to others considering Salesforce Customer Success:** Don't hesitate to use them, even for some of the small stuff. They always seem happy to help, they don't let open tickets linger, and are great at communicating. **What problems is Salesforce Customer Success solving and how is that benefiting you?** We opted for the Premiere Success Plan with SF and they are used to commonly troubleshoot platform issues, technical understanding of key features, and other development or end user challenges. ### 7. Great Experience and Very Helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Sidd S. | Salesforce E-commerce Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Salesforce Customer Success?** They are very quick and concise. I have even befriended some of the customer success people as I have had many conversations with them. **What do you dislike about Salesforce Customer Success?** I do not like the new bot that is enabled to create a new case. I would rather do a fill form - sometimes, it will try to get me to deflect so a case is not created and I can be routed to a chat or a help article but that does not cut it for a lot of my cases. **Recommendations to others considering Salesforce Customer Success:** I would definitely recommend it to anyone that is thinking about it. Especially, being in an admin role where internal brake-fixes are common. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Any task from simple issues to complexity iwthin our b2c commerce environments. It is able to keep our development pushing and successfully test. ### 8. Effortless Access That Just Works. **Rating:** 5.0/5.0 stars **Reviewed by:** Tanuj M. | Manager, National Collections, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Salesforce Customer Success?** The focus on helping customers get real value out of the product is strong and aligns well with long term success. There are also a lot of smart people and good resources that make it easier to solve complex problems and support customers effectively. **What do you dislike about Salesforce Customer Success?** It often feels reactive instead of proactive, with too much focus on handling issues after they happen rather than preventing them. There is also a lot of process and tooling overhead that slows things down and makes simple tasks more complicated than they need to be. **What problems is Salesforce Customer Success solving and how is that benefiting you?** It helps reduce customer churn and improve product adoption by giving clearer guidance and support on how to use the platform effectively. That benefits me by making customer interactions smoother, reducing escalations, and helping me focus more on outcomes instead of constant issue management. ### 9. Custom Dashboards That Make Upsell Tracking Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany E. | Restaurant Account Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Salesforce Customer Success?** I like that I have dashboards for the specific areas I want to see - including tracking upsells. **What do you dislike about Salesforce Customer Success?** I have to get my admin to delete contacts for my accounts and am unable to do it myself. **Recommendations to others considering Salesforce Customer Success:** I’d recommend Salesforce Customer Success to anyone managing a portfolio who wants to get more value and efficiency out of the platform. It helps you stay organized, uncover growth opportunities, and make more strategic, data-driven decisions. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success solves the challenge of managing and growing restaurant partners effectively at scale, especially when it comes to tracking performance, identifying opportunities, and staying proactive rather than reactive. Without that support, it can be difficult to fully leverage Salesforce to monitor key metrics, streamline account management, and prioritize the right partners. ### 10. Salesforce's Supportive Success Ecosystem **Rating:** 4.0/5.0 stars **Reviewed by:** Manoj M. | Business Analyst - Salesforce, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Salesforce Customer Success?** I feel that has improve alot with time, recently I had new feature to explore related to “Account Planning” team did a fantastic job to proved a demo, reference material and saved lot of my research time. **What do you dislike about Salesforce Customer Success?** I had just one instance for them where I requested a walk me through the industry usecase sccusses story but I felt some push back on that end. I believe company operating at this scale should have those options. It would be easy for others in adopting new think easily. **Recommendations to others considering Salesforce Customer Success:** For sure if you wish to be treated as prime member. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Any time we caught up with an issues, powerfull salesforce ecosystem helps us to get it fix on priority, with that the knowledge trasfers helps us to fix such issues in furure by ourself with in no time **Official Response from Choi Chow:** > Thank you for your honest feedback. We know that getting the insights you need shouldn't be a struggle, and we're sorry for the friction you experienced. Our aim is to make every transition feel effortless, but in this instance, we fell short of that goal. We’re working to ensure our knowledge sharing process is much more intuitive in the future. ### 11. Easy-to-Use CRM with Seamless Integrations for Better Pre-Call Planning **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Salesforce Customer Success?** The CRM’s interface and overall ease of use made it much easier for our sales and services teams to do structured pre-call planning, which in turn supported more value-driven client interactions. The standout benefit for me was its integration with our client communications software, which let service delivery managers stay focused on the client while relying on automated follow-ups to help us track projects and milestones. **What do you dislike about Salesforce Customer Success?** I wouldn’t necessarily say there was one specific thing to dislike. While the user interface is generally user-friendly, it could be presented in a more concise way, since some screens felt overly cluttered and a bit harder to navigate than they needed to be. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce was the CRM at my previous company, and it did a phenomenal job helping us keep track of our clients, meetings, at-risk accounts, and project roadmaps. Because the system was integrated across sales and services, my internal planning sessions were more dynamic, and our client calls were more structured, since everyone was on the same page. ### 12. Easy Setup and Powerful Customization for Complex Needs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Salesforce Customer Success?** It's easy to setup. And adding customizations takes time and skill but a lot of complex problems can be solved. We have an advanced implementation with a lot of custom apex code and custom lightning web components **What do you dislike about Salesforce Customer Success?** It's expensive and the new AI features are lacking. AI is very expensive for what you get. The third party AI products are better. We have worked with the Salesforce team and been in several POC but still couldn't find a good AI solution for us. **What problems is Salesforce Customer Success solving and how is that benefiting you?** We use the various clouds and Salesforce is our only CRM system. It's our customer master and utilize almost every standard features. Sales, service, marketing all enjoy using the product. We worked with the Salesforce team for initial setup and best practices which helped us later on. They have been helpful with other complex solutions we needed later. User adoption has been excellent. ### 13. Helpful Implementation Advice Every Step of the Way **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Salesforce Customer Success?** We have the Premier Success Plan which includes technical support and free trainings. A lot of the Agentforce trainings I've attended are free because of this Premier Success Plan. Also, when opening a support case, the ETA is faster when you have a Premier Success Plan. **What do you dislike about Salesforce Customer Success?** None. There is nothing I don’t like about it. **Recommendations to others considering Salesforce Customer Success:** Even though it comes with a cost, I find it worth it because of how quickly issues get resolved when I open a support case. The turnaround time is consistently fast, which minimizes downtime and keeps work moving without major interruptions. That responsiveness makes a big difference in day-to-day operations. Instead of spending hours troubleshooting or waiting for answers, I can rely on timely support to get back on track quickly. In the long run, that efficiency saves time, reduces frustration, and helps maintain productivity, which easily justifies the investment. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce offers so many products and so much functionality. The challenge is knowing what to use and how to use it. Identifying the right product or feature is critical, because it directly affects the maintainability of the system. Beyond that, the company has invested a lot, so it’s important to be able to fully utilize everything that investment includes. Customer Success is supposed to help guide us and make sure that actually happens. ### 14. Proactive Alignment to Real Business Outcomes with Salesforce Customer Success **Rating:** 4.5/5.0 stars **Reviewed by:** rishi d. | Manager - CRM IT, Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Salesforce Customer Success?** What I like best about Salesforce Customer Success is that it proactively aligns the platform to real business outcomes, ensuring continuous value rather than just a one-time implementation. **What do you dislike about Salesforce Customer Success?** What I dislike about Salesforce Customer Success is that it can sometimes feel too standardized and not tailored enough to the specific nuances of each organization’s needs. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps solve issues around low user adoption, underutilized features, and misalignment between business goals and platform usage. It provides guidance, best practices, and proactive support to ensure you’re getting real value from your investment. This benefits you by improving ROI, accelerating time to value, and helping your teams use Salesforce more effectively and strategically. ### 15. Disappointing Support with Need for More Empathy and Transparency **Rating:** 1.0/5.0 stars **Reviewed by:** Roy M. | Sr. Salesforce Developer, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Salesforce Customer Success?** I guess the customer success aspect I use the most is training with Salesforce Customer Success. The Trailhead Academy content is decent, and I find the instructor-led courses with hands-on experiences to be beneficial. **What do you dislike about Salesforce Customer Success?** I'm pretty disappointed in Salesforce Customer Success resources. The training seems more geared towards pristine circumstances or new builds, which doesn't help with the issues that come with being a mature organization. I wish there was more empathy, transparency in cost, and openness to help us in solutioning. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I find Salesforce Customer Success’s training helps us aim to improve our current processes through hands-on, instructor-led courses. ### 16. Fast, Reliable SaaS That Keeps All Records in One Place **Rating:** 4.5/5.0 stars **Reviewed by:** HARSH M. | Salesforce Developer Intern, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2026 **What do you like best about Salesforce Customer Success?** It is genuinely a good Saas product which works really fast and all the records are maintained under one roof. **What do you dislike about Salesforce Customer Success?** The training to use Salesforce software is a bit rigorous but still once learned a company can really benefit from that. **Recommendations to others considering Salesforce Customer Success:** I would highly recommend customer focussed companies to switch to Salesforce as it provides a lots of clouds for different purpose and different services. **What problems is Salesforce Customer Success solving and how is that benefiting you?** So, I work as a customer support executive in a company, where I utilize Salesforce as a part to register case and raise queries. With the help of Salesforce I'm able to track the case and help to resolve my customer's query. Without salesforce I was not able to keep track of customer's history and was not able to quickly resolve their query. ### 17. An good experience with Salesforce support representatives. **Rating:** 3.5/5.0 stars **Reviewed by:** Alexander K. | Salesforce Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2024 **What do you like best about Salesforce Customer Success?** Salesforce has demonstrated to me over the last 18 months to 2 years to not be able to deliver results or desired outcomes based upon advertised product features. **What do you dislike about Salesforce Customer Success?** I think that sometimes the cart is placed before the horse on certain product offerings or support for their products. I believe that if they were more educated on their products, or had support for more of their legacy products that I would be more satisfied. **What problems is Salesforce Customer Success solving and how is that benefiting you?** It helps me as an administrator solve issues within our org that I was not able to solve on my own. ### 18. Effective Support with Robust Features **Rating:** 4.0/5.0 stars **Reviewed by:** Sathish Kumar R. | Sr Salesforce admin, Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Salesforce Customer Success?** I appreciate how Salesforce Customer Success is helpful in finding solutions and providing possible support day to day. I like the technology and tools they offer, including objects and tasks with email alerts. The integration with Twilio for the call center is beneficial, as it helps better serve customers and answer stakeholders' questions effectively. I also enjoy the ability to conduct more meetings to use the product better. **What do you dislike about Salesforce Customer Success?** NA **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps me find solutions and understand customer needs, with objects and tasks featuring email alerts aiding communication. ### 19. Direct Expert Access, But Support Can Take Too Long to Explain **Rating:** 3.5/5.0 stars **Reviewed by:** Patricia M. | Salesforce Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Salesforce Customer Success?** Depends on the tier it gives direct access to experts so i don’t have to spend extra time figuring things out myself **What do you dislike about Salesforce Customer Success?** Many times i spend moooore time explaining the issue than resolving it.. sometimes i know more than the experts **Recommendations to others considering Salesforce Customer Success:** Document everything and send screenshots, grant login access.. explain the issue really well before the first call **What problems is Salesforce Customer Success solving and how is that benefiting you?** It solves technical issues and provide guidance on existing features available to the org.. it helps (sometimes troubleshooting faster) ### 20. assistance that keeps your implementation moving forward **Rating:** 5.0/5.0 stars **Reviewed by:** Sabri S. | trainer, Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Salesforce Customer Success?** The team is proactive and makes an effort to understand our workflow before offering any advice. They communicate clearly and give us suggestions that we can put into practice right away. **What do you dislike about Salesforce Customer Success?** The complexity of the request can sometimes affect the response time, and when the problem involves several teams, it can be a little slow. **Recommendations to others considering Salesforce Customer Success:** Be specific about your goals and provide as much background information as you can. The better they understand your processes, the more accurate and helpful their advice will be. Bringing clear, focused questions also ensures you get the most value from every interaction. **What problems is Salesforce Customer Success solving and how is that benefiting you?** They provide valuable clarity on best practices, assist with navigating complex configurations, and ensure that our implementation remains on the right path. Their support minimizes the need for trial and error, helping us steer clear of design decisions that could hinder our progress in the future. Additionally, they help us optimize our processes by suggesting more straightforward methods to achieve our goals. In summary, their guidance not only saves us time but also enhances the overall quality of our setup. **Official Response from Choi Chow:** > Thanks for the feedback on the proactive and clear communication from our team. We know complex issues that involve multiple teams can take longer to resolve, and that's frustrating when you need answers. We're working on better coordination between teams to speed up these multi-team responses. ### 21. Fast Support and Effective Solutions for Tech Debt **Rating:** 5.0/5.0 stars **Reviewed by:** Cristal M. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Salesforce Customer Success?** I use Salesforce Customer Success for ATHR and extra customer support. I find it valuable for providing insights into tech debt and org health, and I appreciate its ability to identify performance blocks and classes hitting limits. I also like the fast customer support response. **What do you dislike about Salesforce Customer Success?** ATHr is just once a year **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success for extra customer support. It provides insights into tech debt and org health, identifies performance blocks, and highlights classes hitting limits. The fast customer support response is valuable. ### 22. Not easy to get a straight answer **Rating:** 3.0/5.0 stars **Reviewed by:** Sarah W. | Marketing Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Salesforce Customer Success?** We changed the support plan and I find it very difficult to get a straight, clear answer to my queries now. **What do you dislike about Salesforce Customer Success?** Stop the chat function and just let me create a case like I used to, it saves much more time **What problems is Salesforce Customer Success solving and how is that benefiting you?** When I have issues with Account engagement related issues, the case function is very quick and always gives a very good response which is easy to follow. When I have a query which doesn't need technical assistance, I make use of the office hours. **Official Response from Choi Chow:** > Thank you for the candid feedback regarding our support process. We moved to an AI-first model to handle high volumes more efficiently, but we hear your frustration. To create a case you can use the link provided. ### 23. Proactive Support from Salesforce, but Consistency Varies **Rating:** 4.0/5.0 stars **Reviewed by:** Karen A. | Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Salesforce Customer Success?** What I like best about Salesforce Customer Success is how proactive and helpful they are. They really take the time to understand our goals and give practical advice to help us get the most out of Salesforce **What do you dislike about Salesforce Customer Success?** The main challenge is that the level of support can vary depending on your plan or contact person. Sometimes the recommendations feel too general and not fully aligned with the complexity of our org **Recommendations to others considering Salesforce Customer Success:** My recommendation is to use Customer Success as a true partner. Leverage their expertise to optimize processes, review your org setup, and identify areas for automation or improvement. Don’t just reach out when there’s a problem proactive engagement pays off. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps me get the most out of the platform by guiding best practices and showing how to use features more effectively. It saves a lot of time trying to figure things out alone and helps us avoid mistakes in setup and adoption **Official Response from Choi Chow:** > We appreciate your positive feedback about our proactive and helpful support. We understand your concerns about the varying level of support and will work to improve consistency across all plans and contacts. ### 24. Faster Escalation to Advanced Support, but Formal Processes Can Slow Things Down **Rating:** 4.0/5.0 stars **Reviewed by:** Kristi I. | Chief Administrative Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** The biggest perk is now they escalate basic support cases to higher tiers of support faster. When we are reaching out for support we have already tried the basics so not wasting time with Tier 1 support is very beneficial **What do you dislike about Salesforce Customer Success?** On a few occasions when we've worked with them, they've created a comprehensive, formal plan based on their support framework. While I understand the need to follow their process, I think it would be more efficient if they could get straight to the point. The current approach requires extra effort from our side and can be quite time-consuming before we actually get to what we need. **What problems is Salesforce Customer Success solving and how is that benefiting you?** When our users are stuck and need some technical expertise we have found it very helpful. We have a limited IT team and while they are maturing in their Salesforce knowledge they still needed extra support at times and only other option is to engage with a consultant but customer success gives us the support we need to be more self sufficient. **Official Response from Choi Chow:** > Thank you for this honest feedback – it's really helpful to understand how our process is impacting your team's efficiency. We appreciate you recognizing the value in having a comprehensive plan, and we also hear you clearly on the need for a more streamlined approach. You're right that our current process can require significant upfront effort before getting to the core solutions you need. We're always looking for ways to balance thoroughness with efficiency, and your perspective helps us identify where we can be more direct while still ensuring we're addressing your needs effectively. ### 25. Regular Experience with Salesforce, Untapped Potential **Rating:** 5.0/5.0 stars **Reviewed by:** Ismael O. | Senior Salesforce developer and consultant **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I like how Salesforce Customer Success helps in how customers get in touch with us and how we help them, providing a lot of value. I also enjoy collaborating with them despite the limited responses. I value their agile methodology, even if it requires multiple calls to resolve an issue. Additionally, I appreciate meeting people through the service. **What do you dislike about Salesforce Customer Success?** I find that the service has serious deficiencies, starting with the inefficiency in problem resolution, as I often need to make 17 calls to resolve an issue. Additionally, I feel that they do not receive valuable responses from Dera Cloud and AgentForce, particularly because they have provided a 'valuable amount of 0 responses'. I also see an urgent need to hire competent staff who can improve the overall service efficiency. Finally, a friend's comment that using the service is like having 'horrible nightmares' resonates with the experience I've had. **What problems is Salesforce Customer Success solving and how is that benefiting you?** The product helps resolve how customers contact and receive help, adding value by identifying where to ask. I like its agile methodology although it requires many calls. **Official Response from Choi Chow:** > Thank you for taking the time to share your experience. We understand how frustrating it can be when issues take multiple calls to resolve and when responses don’t meet your expectations. Your feedback about problem resolution, communication, and overall efficiency is important, and we take it seriously. We appreciate you being candid, as insights like this help us better understand where the experience can feel difficult and where improvement is needed. ### 26. Excellent Support and Guidance with Room for Faster Response **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno Eduardo d. | Head de Tecnologia e Segurança Digital | Vivo Pay **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I really like how supportive and knowledgeable the Salesforce Customer Success team is. They provide clear guidance, practical resources, and personalized recommendations that help us get the most value out of the platform. Their proactive approach makes a big difference — they don’t just solve problems, they help us anticipate challenges and continuously improve our Salesforce experience. **What do you dislike about Salesforce Customer Success?** Sometimes it can take a bit of time to get a response or schedule follow-up sessions, especially during busy periods. This can slightly delay progress on urgent issues. Additionally, some of the available resources and documentation could be more tailored to specific business scenarios, making it easier to apply the guidance directly to our unique needs. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us proactively manage customer relationships by providing valuable insights and best practices. It ensures we’re using the platform effectively to meet our goals and deliver better results. It also helps identify opportunities for improvement and growth. With their guidance and resources, we can resolve issues faster, optimize our processes, and drive higher customer satisfaction. **Official Response from Choi Chow:** > Thank you for your feedback. We hear you on slow response times and needing more specific guidance for your business. We're working to respond faster and make our resources more relevant to real scenarios. If you continue having this issue, you can find help at https://help.salesforce.com/s/. ### 27. Responsive CSMs and Proactive Monitoring, but Architect Engagement Slows Resolutions **Rating:** 3.5/5.0 stars **Reviewed by:** Pavan S. | Salesforce Integration Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2026 **What do you like best about Salesforce Customer Success?** Great responsiveness and proactive monitoring. The CSMs act immediately when a problem comes up. **What do you dislike about Salesforce Customer Success?** It takes more time to engage the Architect, and the resolution process ends up taking months overall. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I handle any issues related to Salesforce major release items, conduct the annual technical health review, and spearhead COE sessions. ### 28. Salesforce Customer Success review **Rating:** 5.0/5.0 stars **Reviewed by:** Tiwari S. | Systems Integration Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Salesforce Customer Success?** What I appreciate most about Salesforce Customer Success is the proactive and personalized approach they offer. Rather than simply reacting to issues as they come up, the team provides guidance through best practices, success plans, and recommendations that are specifically tailored to align with your business objectives. The ongoing check-ins, access to training resources, and updates on new features make it much easier to stay ahead and keep improving. It goes beyond just resolving problems—it's about making sure you get the most value from Salesforce. This support has truly helped me increase adoption, optimize processes, and demonstrate tangible results. **What do you dislike about Salesforce Customer Success?** What I find less appealing about Salesforce Customer Success is that the resources and guidance often come across as too generic, particularly when your business has unique or highly specific requirements. Although there is an abundance of content and best practices available, it can be overwhelming to sift through, and the information isn't always customized to fit distinct use cases. Additionally, obtaining direct one-on-one support or receiving quicker responses can be difficult unless you are subscribed to a higher-tier success plan. This sometimes gives the impression that smaller teams or businesses may not receive the same level of attention and support as larger enterprise customers. **Recommendations to others considering Salesforce Customer Success:** If you’re considering Salesforce Customer Success, I recommend making the most of the resources and guidance they offer, particularly the success plans, best practices, and training opportunities. It’s especially beneficial to approach the process with well-defined business goals, as this allows the team to tailor Salesforce features to your objectives and assist you in tracking ROI. Be ready to dedicate time to adoption and change management, since greater team engagement leads to better results. For businesses with more complex requirements, it may be worthwhile to choose a higher-tier success plan for more personalized and hands-on support. Overall, I find it to be a worthwhile investment for getting the most out of Salesforce. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success has truly transformed our experience by addressing major challenges such as slow adoption, complex customization, and difficulties in achieving ROI. Rather than simply providing support, it offers proactive guidance, training, and best practices that empower teams to fully leverage the platform. Personally, this has resulted in a quicker realization of value, more efficient workflows across both sales and service, and improved data alignment, which has enabled us to achieve a comprehensive 360° view of our customers. I’ve also found it invaluable for keeping up with Salesforce’s frequent updates, allowing my team to remain productive and innovative without becoming overwhelmed. In summary, Customer Success has ensured that we’re not just using Salesforce, but actually generating tangible business results from it. ### 29. Salesforce Customer Success: Proactive Support for Long-Term Customer Growth **Rating:** 4.5/5.0 stars **Reviewed by:** Luan H. | CTO **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** What I like best about Salesforce Customer Success is how it goes beyond just providing a product — it’s about building long-term partnerships that help customers achieve measurable outcomes. I really appreciate the proactive approach Salesforce takes, combining technology, strategy, and enablement to ensure customers not only adopt the platform but thrive with it. **What do you dislike about Salesforce Customer Success?** What I sometimes find challenging about Salesforce Customer Success is that the vastness of the ecosystem can feel overwhelming for new customers. With so many tools, resources, and best practices, it can take time to navigate and identify what’s most relevant for each use case. That said, I see this as an opportunity — the more Salesforce continues to simplify and personalize the customer journey, the more powerful the experience becomes. **What problems is Salesforce Customer Success solving and how is that benefiting you?** It allows our customers to enjoy most of the products they have. **Official Response from Choi Chow:** > Thank you for this feedback. Getting started can feel overwhelming at first with so many options. We're working on making it easier to find what's relevant for your specific needs. ### 30. Effective for Customer Engagement and Proposal Management **Rating:** 4.0/5.0 stars **Reviewed by:** Ana Paula B. | Sr. Ops Support, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate Salesforce Customer Success for their reminder feature, which helps ensure we stay in contact with our customers. This has been crucial in maintaining customer satisfaction and keeping us ahead on proposals. The integration with Outlook Calendar for reminders enhances its utility. **What do you dislike about Salesforce Customer Success?** I find there is a lack of automation features in Salesforce Customer Success, as I mentioned looking for any kind of automation, especially something that could be enhanced using the agent force. This indicates a desire for more efficiency or time-saving capabilities that may not currently meet my requirements. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use the product to ensure customer satisfaction and timely proposal submission, which helps us improve customer relationships and track proposal success rates. ### 31. Customer Success Supervisor **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2024 **What do you like best about Salesforce Customer Success?** I believe it’s kept it’s informative base with useful tasks and it’s currently adapting to new forms of technology. **What do you dislike about Salesforce Customer Success?** Overall I’m satisfied; there are time in which I’ve sense some type of slowness but nothing actually relevant. **Recommendations to others considering Salesforce Customer Success:** It is a very good tool for different purposes, we received feedback that was helpful through the tool. **What problems is Salesforce Customer Success solving and how is that benefiting you?** It helped me to create reports to show metrics and KPI's. ### 32. Transformative Service with Exceptional Support **Rating:** 5.0/5.0 stars **Reviewed by:** Krista K. | Director **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I find the ability to use AgenTek AI with Agentforce from a customer service standpoint incredibly valuable. It allows us to respond quickly, providing the confidence customers need as they self-serve. Additionally, Salesforce’s responsiveness to feedback and quick iteration ensures our needs are met. Their integration efforts and support are commendable, given the complex systems and solutions they navigated and aligned across Pearson. **What do you dislike about Salesforce Customer Success?** The onboarding process takes too long. I mentioned 'It's taking forever,' suggesting that the implementation or transition process may be slowing down our operations. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I find the product unifies our customer service, making it easier to onboard employees and respond quickly to customer needs, boosting their confidence and satisfaction. ### 33. Expertise-Driven Salesforce Success for Over a Decade **Rating:** 5.0/5.0 stars **Reviewed by:** Julie D. | Financial Services Manager **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate how Salesforce allows us to capture client information efficiently, providing a high-level overview through metrics and dashboards. It’s incredibly handy to visualize all the data and centralize information on one platform. The expertise of the Salesforce team in implementing solutions like Agentforce has been invaluable. **What do you dislike about Salesforce Customer Success?** I find that Salesforce Customer Success could improve their approach for nonprofit organizations. The current methods may not be as effective or suitable for the unique needs and goals of nonprofits. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce to visualize and centralize client data, aiding in goal achievement and team discussions. It enhances data tracking, metric oversight, and provides a singular platform for meetings, effectively addressing business challenges. **Official Response from Choi Chow:** > Thank you for this important feedback about serving nonprofit organizations. Understanding where our current methods fall short for the nonprofit sector helps us work toward more effective support models that truly serve your mission-driven work. ### 34. Easily Adopted with Impactful AI Features **Rating:** 4.5/5.0 stars **Reviewed by:** Natalie R. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate Salesforce Customer Success for its ease of use and easy adoption, which make it great for engagement. The AI functionality is impressive, offering opportunities to increase customer engagement. Additionally, I find the insights provided through data extremely valuable. **What do you dislike about Salesforce Customer Success?** I find it challenging for non-tech savvy individuals to adopt and use Salesforce Customer Success, particularly when it comes to changing labels and questions. There is a need for simpler processes and easier adoption for internal team members to enhance their experience. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I find the product enhances customer and team experience with its ease of use, easy adoption, and improves engagement, supported by AI functionality and data insights. **Official Response from Choi Chow:** > Thank you for sharing your feedback. We understand the importance of simplicity and ease of adoption for all users, and we continuously work on improving our processes to enhance the experience for everyone. ### 35. Expert Support and Seamless Multi-Org Solutions **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. | Architect, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate the direct engagement with our account manager and the expertise offered by Salesforce Customer Success, particularly from architects who assist with our overall structure. Their services like Data Cloud and AgentForce are incredibly useful in leveraging our multi-organizational structure, enhancing our operations across different organizations. **What do you dislike about Salesforce Customer Success?** I found 'last turnover' to be a point of concern with Salesforce Customer Success. It implies there might have been recent changes or instability in staffing, potentially affecting the consistency or quality of service. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us manage cases, solutioning, and features across a multi-org structure, leveraging Data Cloud One and AgentForce, enhancing organizational understanding and coordination. ### 36. Salesforce Customer Success: Streamlined Workflows and Higher ROI **Rating:** 4.5/5.0 stars **Reviewed by:** Alfonso L. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** Salesforce Customer Success has enabled us to streamline our workflows, enhance the efficiency of our campaigns, and achieve a higher ROI. Their proactive guidance, sharing of best practices, and prompt issue resolution have all contributed to these improvements. **What do you dislike about Salesforce Customer Success?** Salesforce Customer Success has enabled us to streamline our workflows, enhance the efficiency of our campaigns, and maximize our ROI. Their proactive guidance, sharing of best practices, and prompt issue resolution have all contributed to these improvements. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps us streamline workflows, improve campaign efficiency, and maximize ROI by providing proactive guidance, best practices, and faster issue resolution. ### 37. Proactive Customer Success Team, but Scheduling and Resource Customization Need Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** shovon m. | Salesforce Application Consultant **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** The Customer Success team is highly proactive and genuinely invested in our success. They provide personalized check-ins, clear action plans, and expert recommendations based on our usage data. **What do you dislike about Salesforce Customer Success?** The scheduling of success reviews can also be challenging for global teams across multiple time zones. Additionally, some of the success resources are quite general, and could be more tailored to specific industries or use cases. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success has been instrumental in helping us maximize the value of our Salesforce investments. Their team helps us identify gaps in adoption, streamline business processes, and optimize configurations for better ROI. ### 38. System admin **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Salesforce Customer Success?** The best is that it is easy to use for me as a new system admin. **What do you dislike about Salesforce Customer Success?** More resources are needed as i found more issues that cant be found in there. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Helpful when I have issues and someone can help me ### 39. Knowledgeable and Valuable, But Pricey **Rating:** 5.0/5.0 stars **Reviewed by:** Kristi V. | Director of Sales Operations **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I find Salesforce Customer Success incredibly knowledgeable. They consistently provide valuable insights into resources we haven't utilized yet, which allows us to dive deeper into areas to improve. Their expertise surpasses what I know from my sales manager, enhancing our utilization of the product. **What do you dislike about Salesforce Customer Success?** I find the pricing structure for Salesforce Customer Success to be more expensive than I'd like. Additionally, the approach of hard selling can be off-putting and is something I would prefer to see reduced. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success to identify improvements and unused resources, enhancing our capabilities. ### 40. 360-Degree Customer View Elevates Account Management **Rating:** 5.0/5.0 stars **Reviewed by:** Vamshi K. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate the 360-degree view of the customer provided by Salesforce Customer Success. It offers valuable insights by showing all related entities, which helps enhance our account management process. This feature significantly contributes to the value we derive from the service. **What do you dislike about Salesforce Customer Success?** I find the integration with middlewares lacking. The current setup could benefit greatly from having an integration module to improve connectivity and functionality with different systems. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success for account management, resolving data synchronization issues and implementing a robust process while benefiting from a 360-degree customer view. ### 41. Sixteen Years of Unmatched Reliability and Success **Rating:** 5.0/5.0 stars **Reviewed by:** Jacquie R. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate the reliability and trust that Salesforce Customer Success provides. Their support in pointing us in the right direction and connecting us with experts is incredibly helpful. The expert meetings and advice services are particularly valuable, enhancing our experience over the many years we’ve been with them. We have had great success using their services for our organization. **What do you dislike about Salesforce Customer Success?** Nothing, always a great experience and very happy **What problems is Salesforce Customer Success solving and how is that benefiting you?** I find Salesforce helps our organization with onboarding through Agentforce and connects us with experts for advice, enhancing internal processes and overall satisfaction. ### 42. Integrated with Salesforce, Effective Yet Challenging **Rating:** 4.0/5.0 stars **Reviewed by:** Rishabh K. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate how Salesforce Customer Success integrates well with the Salesforce platform, offering a seamless implementation process that made it a much better choice compared to other competitors. I also value its ability to provide fast and accurate knowledge to help resolve customer issues effectively. **What do you dislike about Salesforce Customer Success?** I have been trying to make some improvements, but facing challenges with that right now. **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success to efficiently resolve customer issues, providing fast and accurate information, which has significantly improved our service delivery over the years. ### 43. Flexible and Comprehensive, but Finding the Right Guide Can Be Tricky **Rating:** 4.5/5.0 stars **Reviewed by:** José Ignacio V. | CRM and Sales Performance Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Salesforce Customer Success?** It can be custom to your necessities, and it cover all Saleforce topics **What do you dislike about Salesforce Customer Success?** At times, it can be a challenge to find the right trailblazer who truly fits as your ideal guide. **Recommendations to others considering Salesforce Customer Success:** Have in mind what do you want to achiebe, what is your ultimate goal **What problems is Salesforce Customer Success solving and how is that benefiting you?** It's the definitive guide in order to optimize the use of Salesforce. Altough you can find a lot of information on the Internet or in Trailhead, Customer Success is a map of sorts that gets you to your destination ### 44. Great Tool for Managing Team Renewals and Staying on Track **Rating:** 5.0/5.0 stars **Reviewed by:** Mereille N. | Director Sales Systems and Operations **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** The ability to guide our teams to understand how their renewals will come to term and manage them better. They have missed opportunities and need to stay on top of it **What do you dislike about Salesforce Customer Success?** I have nothing we dislike at this time, we are learning by as we grow and go, more to come over the next few months an we implement **What problems is Salesforce Customer Success solving and how is that benefiting you?** We have been able to move our Customer success team along by implementing these new tools for their learning experience, been great so far ### 45. Salesforce customer experience is what it makes salesforce even better **Rating:** 4.5/5.0 stars **Reviewed by:** Ashok V. | Senior Manager, Business Applications, Enterprise (> 1000 emp.) **Reviewed Date:** September 19, 2024 **What do you like best about Salesforce Customer Success?** The responsiveness and the ability to get updates via slack is very helpful **What do you dislike about Salesforce Customer Success?** More AI expert features to write the case description automatically based on the subject **What problems is Salesforce Customer Success solving and how is that benefiting you?** We get the support for platform and any help with issues that are ongoing and professional services support. ### 46. Salesforce Customer Success: Fast Help, Occasional Delays **Rating:** 4.5/5.0 stars **Reviewed by:** Isabel N. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I like that Salesforce Customer Success offers responsive support and personalized guidance, helping me quickly overcome challenges and optimize my use of the platform. **What do you dislike about Salesforce Customer Success?** I dislike that Salesforce Customer Success can sometimes be slow to respond during peak times, and certain advanced support services may require additional fees. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Salesforce Customer Success helps resolve support issues faster and provides expert guidance for maximizing platform value. This boosts my productivity, shortens problem resolution times, and ensures I'm always using Salesforce effectively. ### 47. Salesforce is an amazing product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Salesforce Customer Success?** Salesforce is leaning heavy with AI that's super useful for customer success teams. **What do you dislike about Salesforce Customer Success?** Customer teams don't always have a true “single pane of glass” **Recommendations to others considering Salesforce Customer Success:** Please go for it **What problems is Salesforce Customer Success solving and how is that benefiting you?** Helps manage multiple opportunities. ### 48. Innovative Solutions with Stellar Expertise **Rating:** 4.0/5.0 stars **Reviewed by:** Alessio B. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate Salesforce Customer Success for their expertise and methodologies, which are critical for our business-to-business model. Their services help us organize our data effectively and activate agents efficiently. The innovation they drive aids in understanding how to set sustainable goals, making our transition towards an agile organization smoother. **What do you dislike about Salesforce Customer Success?** I do not have insights here **What problems is Salesforce Customer Success solving and how is that benefiting you?** I use Salesforce Customer Success to gather innovative ideas for B2B data organization and agent activation, enhancing our service and e-commerce operations. ### 49. Great Customer Focus, but Complexity Can Overwhelm Smaller Teamsy review **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony J. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I think salesforce cuatomer service can guide team to success **What do you dislike about Salesforce Customer Success?** “I really respect Salesforce’s focus on customer success, but one thing I find challenging is that the platform can sometimes feel overly complex for smaller organizations. The breadth of features and constant updates can be overwhelming for users who just need the essentials. I think simplifying certain workflows or providing more tailored onboarding for smaller teams could improve the experience.” **What problems is Salesforce Customer Success solving and how is that benefiting you?** I’m with non profit org **Official Response from Choi Chow:** > We appreciate your feedback and understand the challenges that smaller organizations may face with the complexity of our platform. We are constantly working to improve the user experience and offer tailored solutions for different types of organizations. Your input is valuable in helping us make these improvements. If you continue experiencing issues, you can find some help at https://help.salesforce.com/s/. ### 50. Swift Issue Resolution with Salesforce Customer Success **Rating:** 4.0/5.0 stars **Reviewed by:** STS Sarma S. **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** I appreciate the speed at which issues are resolved, as it's incredibly helpful and one of the main reasons for using Salesforce Customer Success. The capability to analyze data, such as OGG Health, provides valuable analytical perspectives. Additionally, the efficiency of the system in resolving problems quickly is a significant advantage. **What do you dislike about Salesforce Customer Success?** Nothing **What problems is Salesforce Customer Success solving and how is that benefiting you?** I find Salesforce Customer Success valuable for quickly resolving issues and providing helpful analytical perspectives to analyze OGG Health and other challenges. ## Salesforce Customer Success Discussions - [What is PSA in FinancialForce?](https://www.g2.com/discussions/what-is-psa-in-financialforce) - 2 comments - [What is PSA in Salesforce?](https://www.g2.com/discussions/what-is-psa-in-salesforce) - 2 comments - [View Salesforce Customer Success pricing details and edition comparison](https://www.g2.com/products/salesforce-customer-success/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-21+05%3A52%3A43+-0500&secure%5Bsession_id%5D=f153632a-4485-4d29-b908-7306f2fd473f&secure%5Btoken%5D=6eddbf6a715a45f5104a84bd1a6d9775438748413a3281375dde0ccdc485e3b0&format=llm_user) ## Salesforce Customer Success Features **Planning** - Needs Assessment - Resource Allocation - Stayed within Budget - Statement of Work - Best Practices **Delivery** - Technical Expertise - Met Deadlines - Meeting Management - Project Updates - Scope Management - Roll-out **Support** - Go Live Support - Documentation - Training - Metrics - Admin Services **Team Quality** - Change Management Skills - Executive Presence - Vertical Expertise - Technology Partnerships ## Top Salesforce Customer Success Alternatives - [Coastal](https://www.g2.com/products/coastal/reviews) - 5.0/5.0 (183 reviews) - [SmartBug Media](https://www.g2.com/products/smartbug/reviews) - 4.8/5.0 (207 reviews) - [Skydog Ops](https://www.g2.com/products/skydog-ops/reviews) - 5.0/5.0 (137 reviews)