Case Study: MURAL saves days of work and streamlines customer lifecycle with ClientSuccess

MURAL creates a comprehensive customer lifecycle management program and saves days of work each week with ClientSuccess

MURAL, a growth-stage company providing a digital whiteboard for distributed teams, faced a stretched Customer Success org (7 CSMs, 1 Manager, 1 Head of CX) that had to manage dozens to hundreds of touchpoints per account. They needed better lifecycle management, task/reminder automation, renewal oversight, early risk detection, and cross-team transparency — so they chose the ClientSuccess platform to centralize and simplify their customer operations.

ClientSuccess consolidated MURAL’s customer data, introduced SuccessCycle checklists, the client grid and SuccessScore-driven workflows, and standardized “to-dos” across segments. The change cut account prep time from about 2 hours to 15 minutes (saving days of work each week), increased visibility into renewals and risks, and produced measurable health improvements (Health Score example: 82.4, +36.8% vs. 30 days ago; Product Usage 50/50). ClientSuccess also enabled more proactive coaching and cross-department transparency.

MURAL

Alicia Ness

Manager