HENNGE Renews Customer Community for Japan's No. 1 "HENNGE One"

Gainsight K.K. (Japan office: Minato-ku, Tokyo; Representative Director and President: Yu Kinumura; hereinafter "Gainsight"), a provider of the world's top customer success platform, announces that HENNGE K.K. (Headquarters: Shibuya-ku, Tokyo; Representative Director and President: Kazuhiro Ogura; hereinafter "HENNGE"), a provider of "HENNGE One," Japan's No. 1* cloud security service that offers all-in-one security measures for cloud usage, has fully implemented Gainsight Customer Hub (CH) in conjunction with the renewal of its customer community on April 1, 2026. By integrally utilizing the existing Gainsight Customer Success Platform and Skilljar, which will be utilized in the future, HENNGE has strengthened its system for realizing a Customer-Led Growth strategy.

Through this initiative, HENNGE will establish a system to scale and advance its "customer success activities that deliver results to customers," which have been built using the Customer Success Platform, through Customer Hub and, in the future, Skilljar.

* https://hennge.com/jp/info/news/20250515_itr/

Background and Reasons for Adoption

HENNGE is promoting the development and provision of "HENNGE One," an all-in-one cloud security service, to meet the evolving and expanding security awareness and needs of companies over time.

While the company's business growth and product expansion progressed, challenges emerged in the customer success domain, where activities such as "customer situation visualization," "community operation," and "product usage understanding" were fragmented, leading to individually optimized measures.

Against this backdrop, HENNGE decided to build a system that can consistently provide proactive problem-solving and outcome creation by deeply engaging with all customers more than ever before. It was determined that strengthening existing online communities and customer education environments, and implementing a data-driven and efficient operation mechanism, were essential.

To solve these challenges, "Gainsight Customer Hub" was newly introduced as a community platform. By integrating it with the already utilized "Customer Success Platform" and the future customer education platform "Skilljar," the following three elements will be realized on a single platform:

・ Customer Success Activities

・ Community Engagement

・ Customer Education

In addition to improving the customer experience, HENNGE will build an efficiently and effectively scaled customer success system through integrated management of activity data. A key deciding factor in selecting Gainsight was its ability to realize the elements necessary for Customer-Led Growth on an integrated platform.

The ability to integrate into a single platform, allowing for the execution of actions, visualization of results, and improvement in a seamless manner based on visualized data, thereby enhancing the effectiveness of customer success, was highly evaluated.

In particular, the newly introduced Customer Hub was highly praised for its ability to link community activity data with customer success activities, enabling the horizontal expansion of outcome creation through HENNGE One utilization, which was previously only achievable through high-touch support, via community engagement.

Furthermore, in addition to rich connector functions with CRM and data platforms, the ability to visualize and improve health scores and projects not only at the company level but also at the "user level" and "contract level," and to concretely envision revenue expansion scenarios for maximizing ARR, were decisive reasons for its selection.

Value Provided to Customers and Future Outlook

HENNGE officially launched its new customer community utilizing Gainsight Customer Hub on April 1, 2026.

This community will provide a special experience where HENNGE customers can share best practices in cloud security, mutually solve business challenges, and provide direct feedback to HENNGE's product team.

It aims to realize "value creation through a community of customers" that goes beyond mere product support or information storage.

Additionally, through Skilljar, HENNGE will provide systematic learning programs to support customers in improving their security measures skills and maximizing the utilization of HENNGE products.

This will establish a tripartite customer success support system comprising Customer Success, Customer Hub, and Skilljar, promoting a Customer-Led Growth model that simultaneously achieves maximum business results for customers and ARR growth for HENNGE.

Comment from Ken Imaizumi, Executive Officer, HENNGE K.K.

"HENNGE has supported customers' cloud utilization under the philosophy of 'Unleashing technology to change the world.' As our business grew and many customers began using our services, we realized that to provide tailored support to each individual, we needed to move away from a person-dependent approach.

With the adoption of Gainsight's integrated platform, we have established a system to practice Customer-Led Growth. What we particularly emphasized was providing 'a community where customers can learn from each other and share success.'

In the renewed customer community, utilizing Gainsight Customer Hub, we have built an environment where customers can proactively share security best practices and support each other's success.

Furthermore, we will sequentially deploy mechanisms to support skill improvement through systematic learning programs. By integrating community activities, product usage data, and customer success activities, we have laid the foundation for a system that can deliver optimal support to each customer at the optimal timing.

Through this initiative, we aim to build a relationship where both customers and HENNGE can grow together."

Comment from Yu Kinumura, Representative Director and President, Gainsight K.K.

We are delighted that HENNGE K.K. has adopted Gainsight's integrated platform.

HENNGE has made a strategic decision to maximize the value provided to its continuously expanding customer base as its business grows. This is a fundamental and bold approach to achieve Customer-Led Growth by establishing an environment where customers can learn independently and from each other's successes.

HENNGE's initiative to integrate customer success, community engagement, and customer education on a single platform, building a comprehensive customer-centric success support system, is a truly significant example for the entire industry as the first full-scale embodiment of a scalable growth strategy proven globally, here in the Japanese market.

The customer community launched this time is a symbolic first step. This ecosystem, born from customers sharing success stories and integrating with systematic learning programs, is the future of Customer-Led Growth.

Furthermore, a data-driven approach utilizing comprehensive customer touchpoint and engagement data accumulated through these activities will also set it apart from often person-dependent customer success activities.

We sincerely look forward to HENNGE's customers achieving even greater results and growing together.

About HENNGE K.K.

【Company Name】HENNGE K.K. 【Representative】Kazuhiro Ogura, Representative Director and President CEO 【Location】Daiwa Shibuya Square, 16-28 Nanpeidai-cho, Shibuya-ku, Tokyo 【Established】November 1996 【Business Description】 As a SaaS company operating under the management philosophy of "Unleashing technology to change the world," HENNGE develops and sells unique services that bridge the gap between technology and reality. It provides "HENNGE One," Japan's No. 1 cloud security service with diverse functions including single sign-on (SSO), access control, email and file sharing security, and zero-trust based device protection and management, as well as "Customers Mail Cloud," a cloud-based email delivery service.

【URL】 HENNGE One Service Site URL：https://hennge.com/jp/service/one/ HENNGE Corporate Site URL：https://hennge.com/jp/

About Gainsight

【Company Name】Gainsight K.K.

【Representative】Yu Kinumura, Representative Director and President

【Location】Midtown Tower 18F, 9-7-1 Akasaka, Minato-ku, Tokyo

【Established】April 2022 【Business Description】 Gainsight provides the industry's leading Customer-Led Growth platform, focusing on customer success, product experience, and community engagement, enabling human-first activities with customers at the center of all operations. Through rich data analytics, it identifies at-risk customers, builds systematic processes to resolve issues, and further accelerates business growth by tracking, analyzing, and automating customer outcomes through data-driven engagement, thereby increasing product utilization, reducing churn, and expanding product adoption. Many companies, including Sansan, BizReach, Yayoi, and SoftBank, utilize Gainsight.

For more details, please visit: URL : https://www.gainsight.co.jp/