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

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

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

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

🚩 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

🚩 Read the Completed Investigation Summaries from Mandiant and CrowdStrike. [December 8, 2025] 🚩 Click to Read An Important Update: Business Continuity Support [December 1, 2025] At Gainsight, everything we do starts with people—our customers, our teammates, and the shared values that connect us all. Gainsight has always been deeply committed to the strength and

If your Customer Success (CS) team feels stretched thin, you’re not alone. Many CS leaders are being asked to do more with less, often buried in admin work that leaves little time for the relationships that matter most. That’s the challenge we discussed recently on [Un]Churned, the number one podcast for customer retention, hosted by

🌈 Today was one fine day in the Emerald Isle. Pulse Europe 2025 is underway in Dublin and the Day One energy was nothing short of magical. Guests and Gainsters from around the globe gathered at the keynote stage to hear from Gainsight leaders and customers from world-class companies including Intercom, LinkedIn, Silverfort, and Docusign.

On a recent episode of [Un]Churned, Gainsight’s podcast about Customer Success, revenue operations, and emerging technology, host Josh Schachter sat down with Mark Roberge to learn about his framework for AI transformation in go-to-market organizations. As co-founder of Stage 2 Capital and former CRO of HubSpot, Mark has a front-row seat to how AI’s reshaping

There’s a question that should guide every AI decision today. It’s not about model accuracy, deployment speed, or any of the technical metrics. It’s simpler than that, and infinitely more complex: What do we owe each other? It’s a question that cuts to the core of what Customer Success is all about—understanding our shared responsibility