Explore the Signature Success Plan
Learning Objectives
After completing this unit, you’ll be able to:
- List the key components of the Signature Success Plan.
- Identify key objectives of the Signature Success Plan.
- Identify key challenges that the Signature Success Plan solves.
Proactive, Personalized Partnership
Now that you’re familiar with the Premier Success Plan (your class-packed top-of-the-line gym), get to know the Signature Success Plan (your personal trainer and meal planner).
Signature includes everything in Premier and Standard, plus a proactive, personalized partnership with Salesforce to:
- Enhance your strategy to confidently drive adoption and AI innovation.
- Design an effective and scalable platform backed by data and insights.
- Anticipate and resolve issues with highly-skilled technical experts at Salesforce.
Let’s take a closer look at what Signature offers.
Customer Success Manager
One key difference between Signature, Premier, and Standard is that as a Signature customer, you collaborate with a Customer Success Manager (CSM)—your designated personal trainer. A CSM is a single point of contact and advocate, providing proactive expertise, personalized recommendations, and technical resources to address your product and Agentforce needs.
They’re your go-to person and your champion of the Signature experience, providing consistent advocacy and contextual guidance. They help navigate, escalate, and lead efforts on complex projects involving multiple parties and enterprise systems. And they have deep knowledge and connection to all the support and services that Signature customers have access to. With your CSM, Signature customers experience true partnership.
Success Path and Success Reviews
Similar to Premier, after you finish Signature Onboarding, you’ll create a Success Path with your CSM. Stay on course with four Success Reviews per year. These are not just any quarterly deep dive, but a comprehensive analysis that gets into the nitty-gritty of your achievements, recommendations, and the golden opportunities you might be missing. Think of these as your quarterly performance assessments with your entire team.
We recommend a Success Review 4x per year along your Success Path because it keeps all of us on track. We’ll get into the details on your Success Path progress, your Customer Success Score, Proactive Monitoring recommendations, and Technical Support metrics. And we're not just bringing together your team; we're assembling the A-team: your business and IT stakeholders, your CSM, and the whole Signature team that's been working with you.
Customer Success Score
Accessible anytime to Signature customers via your My Success Plan tab, your Customer Success Score is your comprehensive performance dashboard. The scoring system uses Salesforce data to measure how you're doing with your Salesforce implementation, and gives you the visibility and recommendations to achieve your goals faster, foster stronger connections, and encourages shared ownership of success (because your CSM cares about your score).
With the Salesforce Customer Success Score, you can:
- Gain insights into your organization’s performance.
- Track your progress and make data-driven decisions.
- Take action and optimize your implementation with personalized recommendations.
Learn more about the Customer Success Score with this knowledge article. Watch this video for more on how the Score works.
Instructor-Led Courses
Remember those instructor-led courses that are 25% off for Premier customers? They’re included for Signature customers at no additional cost. Think of it like having unlimited access to a team of ace Salesforce instructors who can teach your teams the how and why of all things Salesforce. Register for any available seat here.
And the wins don’t stop there. Signature customers get 35% off certifications, helping you skill up your teams so you can get the most out of your investment, innovate faster, and increase their productivity.
Annual Technical Health Reviews
Led by your CSM, an Annual Technical Health Review is a comprehensive analysis of your Signature Salesforce environment with recommendations to minimize errors and inefficiencies for a lasting, healthy solution. It’s like your comprehensive yearly physical exam. It’s conducted once a year to identify and mitigate issues, help you understand and improve your solution for sustained technical health, and help you plan your next steps so that you can tailor future actions along your Success Path.
Specialized Architect Reviews
One recommendation from your Annual Technical Health Review may be a Specialized Architect Review. These specialized engagements help you start healthy and stay healthy with your Salesforce implementation. Work with an in-house Salesforce architect to review, maintain, and optimize for AI and future business goals with your Salesforce solution. There are several types of Specialized Architect Reviews, including Architect Design Reviews and Reliability Reviews, each designed to address specific aspects of your Salesforce environment.
Proactive Monitoring 24/7
Imagine the peace of mind that comes with someone keeping a watchful eye on your solution around the clock. That’s exactly what Proactive Monitoring does, sending early alerts and resolution guidance to the right person in your organization at the right time. Whether you’re going live, transitioning to a new release, whatever, Proactive Monitoring Engineers monitor your solution, alert you of any issues, and help you troubleshoot and debug resolve them. It also includes:
- Visibility to business continuity risk.
- Tailored and intelligent configuration and tuning.
- Guided improvement plans.
- Quarterly trend reporting.
Watch this video to see how Proactive Monitoring works.
Key Event Management
No matter your company size or industry, every business has a critical period where you can’t afford downtime. Key Event Management provides guidance and support during those moments, from technology rollouts and benefit enrollments, to retail selling events (like Black Friday) and major market events.
Our team shows up before, during, and after your event to ensure that you get a proactive initial review of performance health, providing consistent oversight during the event, and conducting post-event assessments to ensure ongoing optimization.
See how Signature helps with Key Event Management in this video.
Expedited Issue Resolution & Developer Support
Signature also provides global, around-the-clock direct access to senior technical support engineers—like having your personal trainer on speed dial when you need some extra willpower to make the healthy meal choice. It includes:
- A dedicated hotline for urgent issues.
- The fastest case response times for business-stopping issues.
- The ability to categorize business-impacting issues as Sev1.
- Increased engagement to deliver faster, higher-quality resolutions (high-severity issues).
- Developer Support code reviews (up to 5000 lines of code).
With Signature, you get our fastest, most seamless resolutions, with engineers who can resolve issues and provide expert insights and optimization guidance.
Now that you understand the benefits of our Success Plans, you’re ready to choose the right one for your business and take advantage of all of the resources they offer.