--- 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: '2026-08-10' parent\_category: name: Ecosystem Service Providers url: https://www.g2.com/categories/ecosystem-service-providers --- ### Salesforce Customer Success Pros and Cons: Top Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users value the **excellent support and resources** from Salesforce Customer Success, enhancing their experience and efficiency. [(37 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614215&qs=pros-and-cons#reviews) Users value Salesforce Customer Success for their **exceptional customer support** , enhancing relationships and addressing service needs effectively. [(31 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614145&qs=pros-and-cons#reviews) Users value the **deep understanding** of their workflows by Salesforce Customer Success, enhancing product development and communication. [(25 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613924&qs=pros-and-cons#reviews) Users love the **ease of use** of Salesforce Customer Success, making client relationship management simple and efficient. [(20 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613563&qs=pros-and-cons#reviews) Users value the **holistic view and fast knowledge** provided by Salesforce Customer Success for effective account management. [(18 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613859&qs=pros-and-cons#reviews) Users experience **poor customer support** due to slow response times and inconsistency in service quality from representatives. [(24 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614124&qs=pros-and-cons#reviews) Users find the **high costs and maintenance** of Salesforce Customer Success to be a significant drawback. [(16 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614002&qs=pros-and-cons#reviews) Users note the **expensive pricing** of Salesforce Customer Success, making maintenance and adoption challenging for teams. [(16 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614159&qs=pros-and-cons#reviews) Users experience **time zone issues** when scheduling success reviews, making collaboration challenging for global teams. [(3 mentions)](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613647&qs=pros-and-cons#reviews) ### Top Pros or Advantages of Salesforce Customer Success ##### 1. Helpful Users value the **excellent support and resources** from Salesforce Customer Success, enhancing their experience and efficiency. [ See 37 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614215&qs=pros-and-cons#reviews) See Related User Reviews SS Sidd S. Enterprise (\> 1000 emp.) 4.5/5 "Great Experience and Very Helpful" What do you like 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. AK Alexander K. Mid-Market (51-1000 emp.) 3.5/5 "An good experience with Salesforce support representatives." What do you like 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 produ ##### 2. Customer Support Users value Salesforce Customer Success for their **exceptional customer support** , enhancing relationships and addressing service needs effectively. [ See 31 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614145&qs=pros-and-cons#reviews) See Related User Reviews ![Manoj M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Manoj M.") MM Manoj M. Mid-Market (51-1000 emp.) 4.0/5 "Salesforce's Supportive Success Ecosystem" What do you like 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, ![Karen A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Karen A.") KA 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 value the **deep understanding** of their workflows by Salesforce Customer Success, enhancing product development and communication. [ See 25 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613924&qs=pros-and-cons#reviews) See Related User Reviews AK Alexander K. Mid-Market (51-1000 emp.) 3.5/5 "An good experience with Salesforce support representatives." What do you like 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 produ ![Sabri S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabri S.") SS 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 ##### 4. Ease of Use Users love the **ease of use** of Salesforce Customer Success, making client relationship management simple and efficient. [ See 20 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613563&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") P Verified User Mid-Market (51-1000 emp.) 4.0/5 "Customer Success Supervisor" What do you like 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. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") O Verified User Mid-Market (51-1000 emp.) 4.0/5 "Salesforce is an amazing product" What do you like about Salesforce Customer Success? Salesforce is leaning heavy with AI that's super useful for customer success teams. ##### 5. Knowledge Users value the **holistic view and fast knowledge** provided by Salesforce Customer Success for effective account management. [ See 18 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613859&qs=pros-and-cons#reviews) See Related User Reviews GS Garrett S. Mid-Market (51-1000 emp.) 4.5/5 "Consistently Good Service" What do you like 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 o SW Sarah W. Mid-Market (51-1000 emp.) 3.0/5 "Not easy to get a straight answer" What do you like 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. ### Top Cons or Disadvantages of Salesforce Customer Success ##### 1. Poor Customer Support Users experience **poor customer support** due to slow response times and inconsistency in service quality from representatives. [ See 24 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614124&qs=pros-and-cons#reviews) See Related User Reviews SS Sidd S. Enterprise (\> 1000 emp.) 4.5/5 "Great Experience and Very Helpful" 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 AK Alexander K. Mid-Market (51-1000 emp.) 3.5/5 "An good experience with Salesforce support representatives." 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 mo ##### 2. Expensive Users find the **high costs and maintenance** of Salesforce Customer Success to be a significant drawback. [ See 16 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614002&qs=pros-and-cons#reviews) See Related User Reviews PN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nicola C.") NC 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, making maintenance and adoption challenging for teams. [ See 16 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1614159&qs=pros-and-cons#reviews) See Related User Reviews PN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nicola C.") NC 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 experience **time zone issues** when scheduling success reviews, making collaboration challenging for global teams. [ See 3 mentions ](https://www.g2.com/products/salesforce-customer-success/reviews?filters%5Bsentiment_snippet%5D=1613647&qs=pros-and-cons#reviews) See Related User Reviews AK Alexander K. Mid-Market (51-1000 emp.) 3.5/5 "An good experience with Salesforce support representatives." 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 mo ![Kristi I.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kristi I.") KI 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 ![Vishnu Vardhan N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vishnu Vardhan N.") VN Vishnu Vardhan N. Clinical System Analyst Mid-Market (51-1000 emp.) 7/24/2026 "Unified Customer Health Visibility That Powers Proactive Retention" 4.5/5 What do you like best about Salesforce Customer Success? What I appreciate most is having a single, unified view of each customer's health, engagement, and history instead of piecing it together from multiple systems. The health scoring and early-warning indicators make it much easier to prioritize outreach toward at-risk accounts before they escalate into churn. It also integrates seamlessly with the broader Salesforce ecosystem, so customer success data flows naturally alongside sales and support context, giving the whole team a shared source of truth. The playbooks and automation for onboarding and renewals have also helped standardize how our CSMs operate, which has made our processes more consistent and easier to scale as the team grows. Review collected by and hosted on G2.com. What do you dislike about Salesforce Customer Success? The initial setup and configuration can be quite involved, especially when customizing health scores, playbooks, and workflows to match our specific customer success process it often requires dedicated admin resources or consulting support to get right. Pricing can also add up quickly as you scale users or add advanced modules, which makes it a bigger investment for smaller teams. Additionally, the sheer breadth of features and customization options creates a learning curve for new CSMs, who need time to get comfortable navigating the platform before they can use it efficiently. Reporting, while powerful, sometimes requires building custom dashboards to get the exact view we need, rather than having it readily available out of the box. Review collected by and hosted on G2.com. Recommendations to others considering Salesforce Customer Success: Invest time upfront in mapping out your customer success process including health score criteria and playbook triggers before configuring the platform, so it reflects how your team actually works rather than a generic template. Plan for dedicated admin or consulting support during setup, as the flexibility that makes the platform powerful also means proper configuration takes real effort. It's also worth budgeting for the learning curve when onboarding new CSMs and building out custom reports early so your team has the visibility it needs from day one rather than discovering gaps later. Review collected by and hosted on G2.com. What problems is Salesforce Customer Success solving and how is that benefiting you? Salesforce Customer Success has helped us centralize customer data and health metrics into a single view which has significantly improved our ability to spot at-risk accounts begore they churn. Previously, our customer success team relied on scattered spreadsheets and manual check-ins, making it hard to prioritize outreach proactively. With unified customer data, automated health scoring, and playbooks for renewals and onboarding, we have been able to standardize how our CSMs engage with accounts at each stage of customer lifecycle. This has led to faster experience times on renewal risks, more consistent onboarding experiences, and better visibility for leadership into overall account health across our book of business. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Parth S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Parth S.") PS Parth S. Small-Business (50 or fewer emp.) 5/13/2026 "Proactive Roadmap Guidance, Strong Partnership" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: Seller invite ![Mateo U.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mateo U.") MU Mateo U. Math Center Tutoring Intern Small-Business (50 or fewer emp.) 4/17/2026 "Transforming Disaster Relief with Expert Guidance" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/6/2026 Validated ReviewerIncentivizedSource: Seller invite ![daniel a.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "daniel a.") DA daniel a. Principal architect Mid-Market (51-1000 emp.) 4/29/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Proactive Customer Success Guidance That Keeps Us Moving Fast" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Eder S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eder S.") ES Eder S. Soluções Salesforce Small-Business (50 or fewer emp.) 4/28/2026 "Structured Customer Success That Drives Ongoing Service Cloud Value" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Drashti P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Drashti P.") DP Drashti P. Summer Internship Program Small-Business (50 or fewer emp.) 5/8/2026 "Salesforce Customer Success: Proactive Guidance That Maximizes Platform Value" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite GS Garrett S. Mid-Market (51-1000 emp.) 1/10/2024 "Consistently Good Service" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 4/3/2026 Validated ReviewerIncentivizedSource: Seller invite SS Sidd S. Salesforce E-commerce Administrator Enterprise (\> 1000 emp.) 1/18/2024 "Great Experience and Very Helpful" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/4/2026 Validated ReviewerIncentivizedSource: Seller invite ![Tanuj M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tanuj M.") TM Tanuj M. Manager, National Collections Mid-Market (51-1000 emp.) 4/16/2026 "Effortless Access That Just Works." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Brittany E.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Brittany E.") BE Brittany E. Restaurant Account Success Manager Mid-Market (51-1000 emp.) 4/28/2026 "Custom Dashboards That Make Upsell Tracking Easy" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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