Supporting Our Customers and Community: An Update on the Recent Security Advisory Related to Gainsight

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 security of the Customer Success community. So, I want to share how we are handling the recent security advisory issued by Salesforce, provide a status update on our investigation, and outline how we are supporting our customers’ business continuity while we are temporarily disconnected from Salesforce.

What Happened

When Salesforce identified unusual activity involving Gainsight’s connected application for Salesforce last week, we immediately shared an update on our Gainsight Status page. As a precaution, Salesforce temporarily disabled our integrations while they investigate. From that moment, our teams across Security, Support, Product, and Customer Success have been working side by side with Salesforce and trusted third-party cybersecurity experts to understand what happened, protect our customers, and renew connectivity.

While Salesforce has identified compromised customer tokens, we presently know of only a handful of customers who had their data affected. Salesforce has notified the affected customers and we have reached out to each of them to provide support and are working directly with them. We will continue to provide updates on our Community page as the investigation progresses.

Our Response and Support for Customers

We know how critical Gainsight is to your daily operations, and we personally take the responsibility for ensuring you have access to our products. Since learning of the security advisory, our teams have hosted customer town halls, provided daily updates on our status page, and are in regular contact and dialogue with our customers. To maintain business continuity for our customers, we have stood up a team to enable customers to manage their CS instances while our Salesforce connected app is offline. I will be sharing more details about this effort, including additional guidance and resources, on our Community page in the coming days.

Our Broader Commitment to the Industry

Our commitment to the security of the Customer Success community and digital businesses more broadly extends beyond the resolution of this issue. We recognize that cybersecurity threats are an industry-wide challenge—one that no company faces alone. The only way we beat these threats is by working together and sharing information and strategies. That is why I am committing to sharing what we learn from this experience to help everyone in the SaaS community strengthen their defenses and, we hope, avoid going through something similar themselves. We will be providing more details and shared learnings once our investigation is complete.

Moving Forward Together

As we celebrate Thanksgiving in the US this week, I am especially grateful for our customers’ continued patience, for our teams who have been working tirelessly to support them, and for the community of partners who are leaning in with us to navigate a challenging situation with transparency and empathy. At Gainsight, our mission has always been to prove that you can win in business by being Human-First. That belief guides how we show up for our customers, our teammates, and our community—especially in moments like this. We will continue doing everything we can to support our customers and to help build a more resilient and secure community together.

Chuck Ganapathi, CEO, Gainsight