AUSTIN, Texas--(BUSINESS WIRE)--Oct 26, 2026--
Certinia today announced it has been recognized as a Visionary in the 2026 Gartner® Magic Quadrant™ for Customer Success Management Platforms.
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Customer Success (CS) Cloud unifies sales, success, services, and support on one Salesforce-native platform. Veda, Certinia’s suite of agentic capabilities, turns that data into the signals and actions that drive net revenue retention (NRR).
This is Certinia’s first-ever evaluation in the Gartner® Magic Quadrant™ for Customer Success Management Platforms. We believe the Visionary placement is a notable result for CS Cloud, a two-year-old product entering a competitive market.
“In our opinion, being named a Visionary in our first Magic Quadrant evaluation validates our product direction and innovation in this space and positions our organization to shape where the category goes next,” said DJ Paoni, CEO of Certinia. “Customers want one trusted view of the customer across sales, services, and success, and they want AI that helps their teams act on it. That’s what CS Cloud and Veda are built to do. This is a milestone moment for us, and we’re moving fast to lead where this category goes next.”
A Unified Approach to Customer Success
Most customer success platforms ask a team to stand up a second system and then build integrations to keep it in sync with the CRM and other tools. Certinia’s CS Cloud skips that entirely. Account structures and professional services data map directly into standard Salesforce records, giving customer success teams a single account view without a duplicate security review or a parallel data pipeline to maintain. Every Veda agent and intelligent action then draws from that same record, plus the real-time context of daily work: conversations, email, Slack, projects, and more. That foundation is fused with more than 17 years of services domain expertise and industry-proven best practices. Context is never lost between handoffs—delivery risk informs account health, and account health informs revenue forecasts. Veda determines the exact next step and executes it, always within the permissions, approval thresholds, and auditability your organization requires.
One Record Behind Your NRR Number
Every Customer Success leader has had to explain the NRR slide twice. Net revenue retention lands on the board deck as one clean percentage, but producing it typically means pulling data from sales, services, and success, three systems never built to agree with each other.
CS Cloud, powered by Veda, closes that gap. It reads across the same Salesforce-native record covering sales, service delivery, and customer success, turning what used to be three competing versions of an account into one. The NRR figure is pulled directly from the record the entire business already works from, rather than estimated and stitched together before the meeting.
For CS leaders, that changes the conversation with finance. Renewal and expansion activity that previously lived only in the success team’s own tools now appears in the same system that sales and services report from. The NRR number presented in a QBR comes from that same system, leaving nothing separate to defend.
Where Customer Success is Headed
Two capabilities define the next phase of Certinia’s customer success solution: more agentic AI to automate the administrative and reporting work that consumes a CS leader’s week, and predictive models that flag the likelihood of hitting account outcomes and expansion targets before they surface in a pipeline review.
The predictive capability connects directly to NRR. Catching expansion and retention risk before it becomes churn makes for a sturdier board story than a number explained after the fact.
This builds on what Veda already delivers today. The Customer Success Agent handles a wide swath of the operational load behind a CS leader’s week, preparing meeting briefings, prioritizing tasks across the team, building board and pipeline reports, and flagging cost-to-serve and team capacity issues before they become a resourcing problem. It also surfaces its own activity for CS leaders to review and approve, not run unsupervised. The roadmap pushes that same foundation toward agents that act as a teammate across the full customer journey, from onboarding through renewal and expansion, handling the admin work, surfacing risk and opportunity, and keeping CS leaders in the loop at every step.
The Full Picture
We believe Certinia’s placement in the Gartner report captures one point in time, as the company moves aggressively to lead the CS market: Last month, Certinia unveiled the System of Action for services, which included the largest expansion of Veda to date on the company’s path to achieving 100% agentic coverage across the services lifecycle by year-end. This included a CS agent that summarizes account health, builds business review decks from live data, and surfaces ranked expansion signals, all through conversation.
The full report covers the complete market evaluation from Gartner® including how Certinia and other vendors are evaluated across every criterion Gartner® used to score completeness of vision and ability to execute.
Gartner, Magic Quadrant for Customer Success Management Platforms, 19 October 2026, Michael Maziarka Et Al.
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About Certinia
Certinia is the leading System of Action for services businesses, powering organizations with the unified source of truth, services expertise and reasoning, and agentic action to bring the right knowledge and judgment to every decision across the entire services lifecycle. Purpose-built for professional services, customer success, and financial management, the world’s leading services organizations rely on Certinia to maximize margins, deliver faster time-to-outcome, and grow customer value with certainty. Certinia is backed by Haveli Investments, TA Associates, General Atlantic, and Salesforce Ventures. For more information, visit www.certinia.com.
2026 Gartner® Magic Quadrant™ for Customer Success Management Platforms
