What happened
Gainsight’s CEO issued a public response after a former employee claimed the company mishandled its Salesforce environment. The CEO said the company fixed the issues, strengthened internal controls, and completed an external audit.
Who is affected
Current Gainsight customers and partners that integrate with Salesforce are the most exposed. Companies with complex Salesforce deployments may face similar risks.
Why CISOs should care
The case shows how gaps in SaaS governance can escalate into public incidents. It highlights the need for oversight of CRM access, change control, and data handling. CISOs are responsible for setting guardrails around SaaS operations even if the platform is owned by sales or operations teams.
3 practical actions
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Review Salesforce access rights and remove unnecessary privileges.
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Check audit logs for unusual activity and confirm alerts are in place.
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Validate your SaaS governance policy and ensure all teams follow a defined change-management process.