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Manoj M.

Business Analyst - Salesforce

Mid-Market (51-1000 emp.)

8/9/2023

"Salesforce's Supportive Success Ecosystem"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Salesforce Customer Success:

For sure if you wish to be treated as prime member. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Response from Choi Chow of Salesforce Customer Success

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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.

GF

Verified User in Financial Services

Small-Business (50 or fewer emp.)

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.

CC

Verified User in Consulting

Enterprise (> 1000 emp.)

5/5/2026

"Easy-to-Use CRM with Seamless Integrations for Better Pre-Call Planning"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

GC

Verified User in Computer Software

Enterprise (> 1000 emp.)

4/28/2026

"Easy Setup and Powerful Customization for Complex Needs"

4/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

PE

Verified User in Electrical/Electronic Manufacturing

Mid-Market (51-1000 emp.)

4/16/2026

"Helpful Implementation Advice Every Step of the Way"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

None. There is nothing I don’t like about it. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

NR

Narendhar R.

Solutions Architect

Enterprise (> 1000 emp.)

1/26/2023

"Reliable Service provider"

3.5/5

What do you like best about Salesforce Customer Success?

Recently I struggled to get the necessary support on newly introduced features and felt like premier success plan is not promising based on the response I received and time it took to get the required response Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

Providing the accurate, on time response on specialized topics Review collected by and hosted on G2.com.

Recommendations to others considering Salesforce Customer Success:

Need to have cross technology skilled resources Review collected by and hosted on G2.com.

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

Salesforce professional services helped us with Global salesforce sales cloud implementation for our pilot markets and pardot implementation for global marketing. Review collected by and hosted on G2.com.

RD

rishi d.

Manager - CRM IT

Small-Business (50 or fewer emp.)

4/16/2026

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

"Proactive Alignment to Real Business Outcomes with Salesforce Customer Success"

4.5/5

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. Review collected by and hosted on G2.com.

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. 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 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. Review collected by and hosted on G2.com.

GC

Verified User in Consulting

Small-Business (50 or fewer emp.)

5/26/2026

"Architects and Engineers Stepped In and Solved Issues Fast"

5/5

What do you like best about Salesforce Customer Success?

Instead of relying on our internal team to fix some issues, the architects and engineers from Salesforce Customer Success can help implement and troubleshoot complex issues. Our team members were also able to learn from them. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Customer Success?

It ended up costing more as we had to pay 30% premium on top of the base spending cost. Also, sometimes we received a generic response from the expert, which was not applicable to my team due to custom implementation. Review collected by and hosted on G2.com.

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

In our current architecture, we were running large orchestration using Data 360 with custom Apex Code. There was a minor configuration error that caused the bottleneck. Salesforce Customer Success helped my team connect with a specialist architect, got the configurations reviewed, and ensured the integration went smoothly. Review collected by and hosted on G2.com.

RM

Roy M.

Sr. Salesforce Developer

Enterprise (> 1000 emp.)

4/16/2026

"Disappointing Support with Need for More Empathy and Transparency"

1/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

HM

HARSH M.

Salesforce Developer Intern

Computer Software

Mid-Market (51-1000 emp.)

2/16/2026

"Fast, Reliable SaaS That Keeps All Records in One Place"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.