Global SaaS Company: Cross-Functional Support for an In-Market Product
Sustaining and improving an in-market video editing, review, and collaboration solution for a global software-as-a-service company known for its creative tools.
The situation
A leading American software company, known for its multimedia and creativity tools, wanted the majority of its product team focused on new product development. To allow for that focus on innovation — while ensuring customers using existing software remained highly satisfied — the company engaged Revelry.
A Revelry product delivery team, initially one product manager and three engineers but later expanded to two PMs and eight engineers, was deployed alongside the company's product owner to oversee daily operations of an existing video editing, review, and collaboration solution. The team's responsibilities included product support, improvement, and enhancement with the goal of ensuring the product continued to deliver ongoing value for customers.
The challenge
The company's product owner needed to go on extended leave, requiring Revelry's PM to step into a more significant, cross-functional role — collaborating across Customer Support, Customer Success, and Sales to understand needs, prioritize work, and coordinate with the in-house product squads building a new product on top of the existing one.
There were 7–10 squads working on different parts of the new product: identity, engagement, workflow, enterprise, and monetization. Clear and timely communication was critical — decisions couldn't be made in isolation.
In addition, the Revelry team worked closely with the company's privacy and security teams to assure regulatory compliance and help address high-risk security vulnerabilities.
What we delivered
Process. Revelry's team adapted processes for identifying issues, evaluating impact, and prioritizing work. The guiding principle: keep existing customers happy by delivering ongoing value, while being mindful that the new product was being built to replace the existing one.
Issues and bugs. The team regularly met with Customer Support, Customer Success, User Insights, and specific customers to surface concerns. Issues were triaged — sometimes requiring leadership approval — and tracked in Airtable for easy status monitoring.
New features. Each potential feature was evaluated individually. Does it align with company goals? What's the risk of not delivering it? Will that customer churn? All deployments were accompanied by support materials, and the team worked with Customer Success, Support, and Marketing to ensure smooth rollouts.
Security. The team created a dashboard for security issues with agreed-upon response times. Bi-weekly meetings with the company's security lead kept everyone aligned.
Strategic support. The Revelry team participated in regular strategic planning sessions, helping define requirements by researching and presenting recommendations — much of it done in biweekly sessions with leadership and through the stakeholder review process.
This is an ongoing engagement. Get in touch to learn more about how we work.