Understand how product analytics empower SaaS teams to improve UX, retention, and growth.
Data-Driven Customer Success: Why and How To Implement It
The Hidden Problem Fragmenting Your Digital Customer Success Strategy
Here’s what most Customer Success (CS) leaders miss: digital CS isn’t about building three separate programs. It’s about creating one seamless experience. In a recent episode of [Un]Churned—Gainsight’s podcast dedicated to the builders, leaders, and operators shaping the future of customer retention—host Josh Schachter sat down with Erica Kuhl, EVP and GM at Gainsight, for
How We Accelerated a Year of Security Work in Weeks
Over the past few weeks, I have spoken with many of you regarding the security advisory involving our Connected App on Salesforce and promised a comprehensive technical explanation. This post explains what we found, what the investigation revealed, and what we’ve built in response. Our CEO, Chuck Ganapathi, recorded a video covering this topic in
‘What Can I Do Today?’ A CEO’s Guide to Salesforce Integration Security
Over the past few weeks, I’ve had dozens of conversations with CEOs whose products connect to Salesforce, especially AI-native and agentic companies whose workflows depend heavily on OAuth. They’re all asking the same question: “What should we be doing right now to strengthen our integration security?” We recently went through a security advisory involving our
The Content That Defined 2025: AI, Retention, and Staying Human
Here’s a look back at the Customer Success (CS) content that defined the year. All year long, you gravitated toward the content that helped you scale smarter, understand AI more deeply, and keep customers at the center of your strategy. With the planning season in full swing, let’s look back at the themes that defined
7 Lessons on AI SaaS Retention (From Two Experts Who’ve Seen It All)
When Cassie Young, General Partner at Primary Ventures, started calling customers featured in flashy AI fundraising announcements, she heard the same story nine out of 10 times: “Yeah, we tried it, but we’re not gonna use it anymore.” That reality check sparked a crucial conversation about what’s really happening with AI SaaS retention. That’s the
Salesforce Re-Enables Gainsight Connections
I’m pleased to share that Salesforce has announced that they have reestablished their connection with Gainsight, following the security measures and remediation steps we implemented and that were independently validated by Mandiant and CrowdStrike. With the issues raised in the Salesforce security advisory now resolved, we are beginning the process of restoring our customers’ connections
Mandiant Investigation Summary
This investigation summary details the Mandiant investigation. Mandiant was engaged by Gainsight, on November 20, 2025, to investigate a suspected intrusion impacting the Gainsight platform. The investigation aimed to 1) determine the root cause and scope; 2) assist with containment and remediation. The investigation and remediation concluded on December 5, 2025, and the following information
CrowdStrike Investigation Summary
Update on Gainsight Ancillary Application Environments Security Investigation Investigation Overview As of December 7, 2025, CrowdStrike has completed its investigation into Gainsight application environments for Skilljar by Gainsight, Staircase AI by Gainsight, Customer Communities, Product Experience, and Northpass, (“Gainsight ancillary application environments”), following a security incident affecting the Gainsight Customer Success platform. This investigation was
Business Continuity Support During Our Security Advisory Investigation
🚩 Read the Completed Investigation Summaries from Mandiant and CrowdStrike. [December 8, 2025] Last week, I shared an update on the Salesforce security advisory related to Gainsight. As we continue to work around the clock to investigate and remediate this issue, we know some customers need to keep critical data workflows running. That is why