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, get to know the Signature Success Plan. Signature includes everything in Premier and Standard, but as a Signature customer, you also get a proactive, personalized partnership with Salesforce to:

Enhance your strategy to confidently drive adoption and AI innovation: Partner with your Customer Success Manager to develop an ongoing Success Path based on AI-driven recommendations from your Customer Success Score. Enhance your team's ability to use Agentforce effectively with included instructor-led training and industry best practices from Salesforce experts.
Design an effective and scalable platform backed by data and insights: Engage in Technical Health Reviews to develop Agentforce solutions that deliver fast outcomes and evolve with your business. Improve speed and stability with Specialized Architect reviews as you scale your business with AI agents. Continually discover new ways to improve Salesforce efficiency with proactive guidance from your CSM.
Anticipate and resolve issues with highly-skilled technical experts at Salesforce: Prepare for key AI initiatives and minimize disruptions with 24/7 Proactive Monitoring, Event Management, and 15-minute response times from our top technical support specialists. Speed up development with robust developer code reviews for up to 5,000 lines of code.

Let’s take a closer look at what Signature offers.

Customer Success Manager

One key difference between Signature, Premier, and Standard customers is that, as a Signature customer, you collaborate with a designated Customer Success Manager (CSM). A CSM is a single point of contact and advocate, providing proactive expertise, personalized recommendations, and technical resources to address product and Agentforce needs.

They’re your go-to person, your advocate, 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

After you complete Signature Onboarding, you work with your CSM to create a Success Path, a personalized roadmap containing business goals and objectives aligned to Salesforce product capabilities. This also includes recommendations to help you achieve these goals and KPIs to measure success.

We stay on course with regular Success Reviews. 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.

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

As a Signature customer you also have access to a Customer Success Score. The scoring system uses Salesforce data to measure your success with Salesforce. The Customer Success Score empowers you to achieve your goals faster, fosters stronger connections, and encourages shared ownership of success. It serves as a unifying force, bringing together employees, customers, and partners to embody the core value of Customer Success.

The score is divided into three categories.

Product Adoption
Customer Expertise
Technical Health

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. And watch this video for more on how the Score works.

Virtual Instructor-Led Classes

Virtual instructor-led classes are now included at no additional cost in the Signature Success Plan. Enable your teams to be more efficient and maximize product functionality with 1- to 5-day immersive classes that take a deep dive into product- and role-based topics. Register for any available seat in the catalog of public classes.

Signature customers also benefit from a 35% discount on bulk certifications for their teams. Now there are no obstacles to making sure your team can get skilled up to 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 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 platforms. There are several types of Specialized Architect Reviews. Read about two of them below:

Architecture Design Review

Reliability Review

Recommendations and best practices for your top architecture design challenges

Vet your unique design requirements

Work with a Salesforce architect to ensure optimal solution design

Discover how to do it best

Uncover the best ways to tackle your design challenges and minimize risks

Establish a foundation

Get expert guidance and prescriptive recommendations from a Salesforce architect on new innovations like Agentforce

Ensure dependability and ability to scale with new innovations

Understand how to architect for efficiency and dependability

Receive expert guidance on what good looks like, learn how to measure critical KPIs, and discover what you need to do to ensure your application is ready to achieve success with new innovations like Agentforce

Minimize complexity, enhance efficiency, and mitigate risks

Collaborate with a Salesforce architect to define use cases, understand your implementation’s design, and mitigate potential availability and performance risks. This proactive approach helps prevent issues before they occur, minimizes complexity, and ensures a seamless end-user experience.

Quickly detect and diagnose issues within your unique implementation

Engage with a Salesforce architect to determine the root cause of issues. Receive a tailored remediation plan and gain knowledge on planning for performance and scale. This enables you to resolve issues effectively, thereby improving overall system performance and user experience.

Proactive Monitoring 24/7

Signature provides 24/7 monitoring, sending early alerts and resolution guidance to the right person in your organization at the right time. This 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

Key Event Management provides guidance and support during your critical business periods, from technology rollouts and Salesforce releases to retail selling events (like Black Friday).

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.

Guidance on Performance Optimization and Go-Lives

Signature helps improve developer productivity with pre-go-live support, optimization, and troubleshooting.

During technical releases and maintenance planning, CSMs work with you to:

Plan for release benefits and impacts.
Distill change schedules and recommendations.
Give pre-production environment management best practices.

For go-lives, support engineers:

Monitor and alert you if any issue is identified.
Help you troubleshoot and debug issues for quicker resolutions.

Expedited Issue Resolution

Signature also provides global, around-the-clock direct access to senior technical support engineers. 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).
Preproduction support and go-live support (going above and beyond the Developer Support offered in Premier).

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.

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