How Eden stopped its CSMs from chasing product managers for updates

Eden is an all-in-one people success and workplace platform that helps HR, IT and workplace managers run a better place to work. It's backed by Y Combinator and Bessemer Venture Partners.

Eden gave its customer success, product and sales teams one place to see what was shipping, and got its CSMs back to managing accounts instead of chasing updates.

With LaunchNotes, our CSMs are growing our customer base, not chasing down PMs for an update.

Camille Merritt

VP, Product and Success

The situation

Eden builds an all-in-one people success and workplace platform for HR, IT and workplace managers. Backed by Y Combinator and Bessemer Venture Partners, it was named one of Y Combinator's Top Companies of 2021, with customers including AngelList, Noom, Squarespace and TIME. Its SaaS revenue grew more than 11x in recent years, with a team of about 50 people.

That pace created a problem. Customer success managers often didn't know what had shipped, so they were stuck in a constant game of telephone with product managers, running back and forth for status updates.

Camille called the back-and-forth “a huge inefficiency” for both CSMs and product managers.

Customers felt it too. They would leave feedback and never hear about it again.

Eden's public roadmap on LaunchNotes — *A view of Eden’s public roadmap on LaunchNotes.*

Why LaunchNotes

Eden evaluated the top roadmap tools on the market and chose LaunchNotes for two reasons: the functionality, and how quickly the team could get running. PMs needed something they could use right away. A marketing automation platform would have meant far more training and setup.

How they use it

A public roadmap and announcements page that matches Eden's marketing site, launched in a matter of days
One source of truth for internal teams: CSMs, PMs and sales check LaunchNotes instead of asking around
Part of onboarding: every new customer is introduced to Eden's LaunchNotes page

Eden's marketing website next to its LaunchNotes page — *A view of Eden’s marketing website (left) and their LaunchNotes page (right).*

What changed

The game of telephone is over. CSMs know exactly what's shipping, and when, with LaunchNotes, and PMs can get back to doing what they love: building.

Sales benefited as well: reps were better equipped to talk about new product developments with prospects.

Closing thought

LaunchNotes felt like an extension of our own team and had us up and running in no time.
Camille Merritt, VP, Product and Success, Eden