Name: Salesforce Customer Success
Rating: 4.3 (571 reviews)

Salesforce Customer Success Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users find Salesforce Customer Success to be extremely helpful for enhancing knowledge and improving customer support efficiency. (42 mentions)

Users appreciate the proactive and helpful customer support from Salesforce, enhancing their success and experience with the platform. (37 mentions)

Users appreciate the deep understanding Salesforce Customer Success has of their workflows, enhancing practical support and tailored advice. (29 mentions)

Users praise the ease of use of Salesforce Customer Success, enhancing client engagement and user adoption. (25 mentions)

Users value the swift support responsiveness of Salesforce Customer Success, enhancing problem-solving efficiency and user satisfaction. (23 mentions)

Users express frustration with poor customer support, citing slow responses and inaccurate recommendations based on their unique needs. (29 mentions)

Users express concern about the expensive costs of Salesforce Customer Success, especially with rising long-term expenses. (27 mentions)

Users note the expensive pricing of Salesforce Customer Success, raising concerns about long-term financial commitments and value. (25 mentions)

Users find time zone issues challenging, complicating scheduling and communication for global teams during success reviews. (4 mentions)

Top Pros or Advantages of Salesforce Customer Success

1. Helpful

Users find Salesforce Customer Success to be extremely helpful for enhancing knowledge and improving customer support efficiency.

See 42 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

2.5/5

"Engaging and Keeps My Skills Sharp"

What do you like about Salesforce Customer Success?

Trailhead is helpful and engaging for maintaining and expanding my knowledge

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Connecting with our customers in a timely manner"

What do you like about Salesforce Customer Success?

Customers don't have to wait as long in order to get help, increasing the customer experience

2. Customer Support

Users appreciate the proactive and helpful customer support from Salesforce, enhancing their success and experience with the platform.

See 37 mentions

See Related User Reviews

Christine C.

Enterprise (> 1000 emp.)

5.0/5

"Exceptional Concierge-Level Support from Salesforce"

What do you like about Salesforce Customer Success?

Concierge-like service any time we interact with Salesforce. It’s evident Salesforce is a partner in our success and they want to help us be successfu

Karen A.

Enterprise (> 1000 emp.)

4.0/5

"Proactive Support from Salesforce, but Consistency Varies"

What do you like 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 p

3. Deep Understanding

Users appreciate the deep understanding Salesforce Customer Success has of their workflows, enhancing practical support and tailored advice.

See 29 mentions

See Related User Reviews

Sabri S.

Small-Business (50 or fewer emp.)

5.0/5

"assistance that keeps your implementation moving forward"

What do you like 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

Karen A.

Enterprise (> 1000 emp.)

4.0/5

"Proactive Support from Salesforce, but Consistency Varies"

What do you like 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 p

4. Ease of Use

Users praise the ease of use of Salesforce Customer Success, enhancing client engagement and user adoption.

See 25 mentions

See Related User Reviews

Natalie R.

4.5/5

"Easily Adopted with Impactful AI Features"

What do you like 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

Verified User

3.5/5

"User-Friendly and Versatile, Still Exploring Its Full Potential"

What do you like about Salesforce Customer Success?

user friendly and able to cater to different needs

5. Support Responsiveness

Users value the swift support responsiveness of Salesforce Customer Success, enhancing problem-solving efficiency and user satisfaction.

See 23 mentions

See Related User Reviews

STS Sarma S.

4.0/5

"Swift Issue Resolution with Salesforce Customer Success"

What do you like 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

Verified User

4.5/5

"Dedicated Support with Personalized Guidance, but Inconsistent Response Times"

What do you like about Salesforce Customer Success?

The support provided is truly dedicated, offering personalized guidance and practical insights that help foster ongoing improvement.

Top Cons or Disadvantages of Salesforce Customer Success

1. Poor Customer Support

Users express frustration with poor customer support, citing slow responses and inaccurate recommendations based on their unique needs.

See 29 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.5/5

"Quick Response Times, But Support Answers Need Improvement"

What do you dislike about Salesforce Customer Success?

Some of the responses I received from support were poor and not accurate.

Vishnu S.

Small-Business (50 or fewer emp.)

4.5/5

"How did Salesforce Customer Success help to maximize our organization investment."

What do you dislike about Salesforce Customer Success?

Some users reported slow response time from customer support.

2. Expensive

Users express concern about the expensive costs of Salesforce Customer Success, especially with rising long-term expenses.

See 27 mentions

See Related User Reviews

Paul N.

Enterprise (> 1000 emp.)

5.0/5

"Expert Guidance Adds Value, but Price Is High"

What do you dislike about Salesforce Customer Success?

It is on the expensive side but there is value

Nicola C.

4.0/5

"No Standout Features, Nothing to Dislike"

What do you dislike about Salesforce Customer Success?

the platform's high costs, complexity, and the challenges of user adoption and customization

3. Expensive Pricing

Users note the expensive pricing of Salesforce Customer Success, raising concerns about long-term financial commitments and value.

See 25 mentions

See Related User Reviews

Paul N.

Enterprise (> 1000 emp.)

5.0/5

"Expert Guidance Adds Value, but Price Is High"

What do you dislike about Salesforce Customer Success?

It is on the expensive side but there is value

Nicola C.

4.0/5

"No Standout Features, Nothing to Dislike"

What do you dislike about Salesforce Customer Success?

the platform's high costs, complexity, and the challenges of user adoption and customization

4. Time Zone Issues

Users find time zone issues challenging, complicating scheduling and communication for global teams during success reviews.

See 4 mentions

See Related User Reviews

Kristi I.

Mid-Market (51-1000 emp.)

4.0/5

"Faster Escalation to Advanced Support, but Formal Processes Can Slow Things Down"

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

shovon m.

5.0/5

"Proactive Customer Success Team, but Scheduling and Resource Customization Need Improvement"

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

G2 reviews are authentic and verified.

Here's how.

Verified User in Insurance

Mid-Market (51-1000 emp.)

Originally submitted 9/18/2024

"Great value for orgs"

5/5

What do you like best about Salesforce Customer Success?

the standout, most concrete benefit cited is that the Premier and Signature Success Plans provide direct access to product and engineering, which is valuable for complex multi-cloud implementations. That's a meaningfully different tier of support than standard ticket-based help desk access — it's a structural bypass around the usual support escalation chain for organizations running enough Salesforce products simultaneously Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Do not have much success with Salesforce Success Architects Review collected by and hosted on G2.com.

Verified User in Manufacturing

Enterprise (> 1000 emp.)

9/14/2026

"Real Human Support, but the High Cost Raises Value Questions"

3.5/5

What do you like best about Salesforce Customer Success?

I like that it is real people supporting us that has direct contact with the right people at the right time Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

The cost is the main issue. Sometimes I’m not sure the value really outweighs the high expense. Review collected by and hosted on G2.com.

What problems is Salesforce Customer Success solving and how is that benefiting you?

Customer Success has been really helpful. The team is very attentive to all of our needs and requests, and whenever we need to get in touch with a product expert or reach out for product support, they respond quickly. That responsiveness helps us support our business and our end users better. Review collected by and hosted on G2.com.

Drashtee S.

Mid-Market (51-1000 emp.)

9/16/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Keeps All Our Data in One Place"

5/5

What do you like best about Salesforce Customer Success?

Helps to stay data in one place and hence helps customers with data 360 Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Nothing as of now ..bulk update UI is not helping much Review collected by and hosted on G2.com.

Verified User in Non-Profit Organization Management

Small-Business (50 or fewer emp.)

9/17/2026

"Proactive, Knowledgeable Support That Helps Maximize Salesforce Value"

4/5

What do you like best about Salesforce Customer Success?

I like the proactive support, knowledgeable guidance, and focus on helping customers get the most value from Salesforce. It makes problem-solving easier and helps drive continuous improvement. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

At times, it can feel a bit complex and resource-heavy, especially when navigating different support channels or finding the right information quickly. Review collected by and hosted on G2.com.

Verified User in Financial Services

Small-Business (50 or fewer emp.)

Originally submitted 1/10/2024

"Product has fallen behind while leadership is distracted by AI"

3/5

What do you like best about Salesforce Customer Success?

The speed of the product remains good, unlike some other solutions I've worked with. I don't have to wait for it to catch up to me. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Since I last reviewed this product there has been no improvement, and beyond that Salesforce leadership seems completely distracted by AI. I fear that this solution is dying on the vine. Review collected by and hosted on G2.com.

What problems is Salesforce Customer Success solving and how is that benefiting you?

We needed a way to track all of our prospective, completed and suspended deals. The group is small but their needs are always changing and we needed a product that was simple enough that we could administer and maintain it ourselves but complex enough to keep up with their demands. We knew that we wanted something web-based to spare us from having to host it ourselves and deal with client installs and updates. Salesforce remains the highest profile company in this area. Review collected by and hosted on G2.com.

Venkat V.

Software Developer

Alternative Medicine

Small-Business (50 or fewer emp.)

9/16/2026

"Customer rev"

3.5/5

What do you like best about Salesforce Customer Success?

Dedicated Customer Success Managers (CSMs) and expert coaching provide tailored strategies and proactive advice. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Dedicated Customer Success Managers (CSMs) and expert coaching provide tailored strategies and proactive advice. Review collected by and hosted on G2.com.

Ash R.

Mid-Market (51-1000 emp.)

9/16/2026

"Helpful, Technically Strong, and a True Team Player"

4/5

What do you like best about Salesforce Customer Success?

Helpful, bringing strong technical depth and a real team-work mindset. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

So far, I haven’t been disappointed. Sometimes it’s hard to quickly find a meeting. Review collected by and hosted on G2.com.

Bridger T.

Salesforce Platform Director

Enterprise (> 1000 emp.)

9/17/2026

"Impressively Fast Support Responses"

4.5/5

What do you like best about Salesforce Customer Success?

They always respond quickly, usually within an hour, which is impressive. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Sometimes there is a lot of back and forth to identify the issue. Review collected by and hosted on G2.com.

Verified User in Financial Services

Small-Business (50 or fewer emp.)

9/13/2026

"Proactive Expert Guidance, but Higher Costs and Harder Resource Matching"

2.5/5

What do you like best about Salesforce Customer Success?

Having proactive access to expert guidance and best practices helps us get more value out of our Salesforce investment without waiting on reactive support tickets. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

The higher-tier support plans come at a significant added cost, and it can take time to figure out which resources or experts are the right fit for a specific issue. Review collected by and hosted on G2.com.

Verified User

Small-Business (50 or fewer emp.)

9/15/2026

"Positive Experience with Salesforce Customer Success"

4/5

What do you like best about Salesforce Customer Success?

I really enjoy interacting with our customers and how Salesforce Customer Success helps us share the success stories made possible by our product. This aspect encourages me to continue or expand collaboration with them. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

I have no indications Review collected by and hosted on G2.com.