--- title: Salesforce Customer Success Reviews meta_title: 'Salesforce Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 388 reviews by the users' company size, role or industry to find out how Salesforce Customer Success works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 388 scale: '5' date_modified: '2026-08-14' parent_category: name: Ecosystem Service Providers url: https://www.g2.com/categories/ecosystem-service-providers --- # 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:** 388 ## 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 value the **excellent support and resources** from Salesforce Customer Success, enhancing their experience and efficiency. (37 reviews) - Users value Salesforce Customer Success for their **exceptional customer support** , enhancing relationships and addressing service needs effectively. (31 reviews) - Users value the **deep understanding** of their workflows by Salesforce Customer Success, enhancing product development and communication. (25 reviews) - Users love the **ease of use** of Salesforce Customer Success, making client relationship management simple and efficient. (20 reviews) - Users value the **holistic view and fast knowledge** provided by Salesforce Customer Success for effective account management. (18 reviews) - Users appreciate the **user-friendly interface** of Salesforce Customer Success, enjoying its intuitive design and extensive documentation. (18 reviews) - Expertise (16 reviews) - Users praise the **quick response time** and proactive follow-up from Salesforce Customer Success for resolving issues effectively. (16 reviews) - Users appreciate the **24/7 support responsiveness** of Salesforce Customer Success, finding help readily available for any situation. (16 reviews) - Proactivity (14 reviews) **What users dislike:** - Users experience **poor customer support** due to slow response times and inconsistency in service quality from representatives. (24 reviews) - Users find the **high costs and maintenance** of Salesforce Customer Success to be a significant drawback. (16 reviews) - Users note the **expensive pricing** of Salesforce Customer Success, making maintenance and adoption challenging for teams. (16 reviews) - Users experience **time zone issues** when scheduling success reviews, making collaboration challenging for global teams. (3 reviews) ## Salesforce Customer Success Reviews ### 1. Effective Escalation, But Inconsistent Support Quality **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Salesforce Customer Success?** Great at escalating existing cases and getting us connected with architects **What do you dislike about Salesforce Customer Success?** The quality of help varies a lot depending on who gets assigned to your case. Also extremely unhelpful to have to repeat the issue multiple times across multiple cases **What problems is Salesforce Customer Success solving and how is that benefiting you?** Customer success is great as escalating cases that we have opened ### 2. Customer Success Experience **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2024 **What do you like best about Salesforce Customer Success?** The knowledge base and online resources provided by Customer Success have been invaluable for troubleshooting common issues. The articles and tutorials are easy to follow and have saved me a lot of time. **What do you dislike about Salesforce Customer Success?** I've found the response time for more complex issues to be a bit slower. **Recommendations to others considering Salesforce Customer Success:** Build a strong relationship with your Customer Success Manager: They are your dedicated partner in ensuring your success. **What problems is Salesforce Customer Success solving and how is that benefiting you?** Customer Success has assisted us in optimizing our Salesforce configuration, resolving technical issues promptly, and providing training to our team. ### 3. Salesforce Customer Success, Do it Yourself. **Rating:** 2.0/5.0 stars **Reviewed by:** Mackenzie M. | Sales Operations Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2024 **What do you like best about Salesforce Customer Success?** There are many help articles available online and customer success will send you articles relevant to your problem **What do you dislike about Salesforce Customer Success?** While they can send you a lot of information, their help on actually correcting the problem has been limited in my experience. They tend to put the issue back on the customer or encourage the customer to pay a developer to correct the issue. It would be helpful if they could work with you to solve the issues even if you do not pay for premier support. **Recommendations to others considering Salesforce Customer Success:** do your own research first and make sure you submit all the evidence you have looked at with your case. **What problems is Salesforce Customer Success solving and how is that benefiting you?** We had a problem with our funnel trend dashboard. Due to the upgrade to the hyperforce platform we experienced a significant loss of data. After reviewing our account, Salesforce customer service corrected our issue and restored the data. **Official Response from Madalyn Deegan:** > Thank you for sharing your experience with Salesforce Customer Success. We truly value your feedback as it helps us improve our services. We’re glad to hear that our help articles have been useful to you. However, we're sorry to hear that our support didn’t fully meet your expectations. Our goal is always to assist and resolve customer issues effectively. We offer various Success Plans tailored to our customers' needs. Our Premier Success Plan provides product education and recommendations with 24/7/365 support, and our Signature Success Plan offers even more comprehensive and personalized assistance. If you have any further concerns or need additional support, please feel free to reach out to us directly. We're here to help. Thank you for choosing Salesforce Customer Success. ### 4. Not enough a coaching for a new organization **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods **Reviewed Date:** September 12, 2023 **What do you like best about Salesforce Customer Success?** The self service is available in various forms **What do you dislike about Salesforce Customer Success?** The lack of personalized attention and follow up from the success agents **What problems is Salesforce Customer Success solving and how is that benefiting you?** We were expecting to get more coaching and guidance but we really just got an initial nudge and after it's been us on our own. **Official Response from Madalyn Deegan:** > Thank you for sharing your thoughts about Salesforce Customer Success. Your feedback is invaluable as we aim to improve our services. We're glad that you find our self-service resources helpful. However, we understand your need for more personalized attention and follow-up from our success agents, and we apologize for any disappointment this may have caused. We are actively working on enhancing our customer experience with more user context and personalization through our Unified Profile initiative. This aims to provide a more tailored and engaging support experience for our customers. For those who seek more direct guidance and support, our Premier Success Plan includes comprehensive product education and recommendations available 24/7/365. Additionally, our Signature Success Plan offers even more personalized and in-depth support. If you have any specific areas where you need further assistance or additional feedback, please reach out to us directly. We're committed to supporting you in every way possible and ensuring your success with Salesforce. ## 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?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+11%3A34%3A28+-0500&secure%5Bsession_id%5D=9f5758d7-c703-44df-a141-d9353e29b72c&secure%5Btoken%5D=4b09f233c3f9a565cbfb6f9d171811dbcd58fa2b7e4749d9374fea1a5836d82b&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 (184 reviews) - [SmartBug Media](https://www.g2.com/products/smartbug/reviews) - 4.8/5.0 (209 reviews) - [Skydog Ops](https://www.g2.com/products/skydog-ops/reviews) - 5.0/5.0 (165 reviews)