Grw×
From one weekly question to a connected CS rhythm.
How Mutinex connected account health, onboarding, customer conversations and product feedback, so its CS team starts each week knowing where to focus.
The information was there. The picture was not.
Mutinex builds ALEX, a marketing mix modelling product used by brands across Australia, New Zealand, and the US. Like most Customer Success teams, it had the information it needed, spread across several systems.
Health scores lived in the CRM. Onboarding progress sat in a project tracker. Feedback came up in customer calls and team chat. Seeing which accounts needed attention meant bringing that story together each week.
Which customers need attention this week?
Mutinex started with one workflow in Grw: a weekly view of new customers entering onboarding and where each onboarding stood.
That first workflow gave the team a practical weekly view of where to focus. Then they expanded it.
Grw began building a health summary for each customer account, tracking outstanding actions and changes in customer health. The team also added renewal checks, so every upcoming renewal is reviewed early with a clear plan.
The workflows that grew from it
A clearer view of every account
Grw brings together the context Mutinex already has across its CRM, project tracker, customer calls, and team chat. The team can review outstanding actions and changes in account health without rebuilding the account story from scratch.
SalesforceLinear
Customer callsSlackAccount health briefCoaching built for Customer Success conversations
Mutinex’s customer specialists run technical onboarding sessions, model walkthroughs, and customer reviews. They needed a scorecard built for those conversations, not a sales methodology.
Mutinex built a Customer Success rubric in Grw. After each call, Grw gives coaching feedback against it, covering skills such as technical credibility, connecting work to customer value, and building trust. Feedback points to specific moments in the conversation, so specialists know what to revisit.
Coaching feedbackCustomer feedback reaches Product with the context attached
Mutinex also wanted product feedback from customer conversations to reach the Product team.
After customer calls, Grw identifies relevant product feedback and adds the themes and requests to a shared page for Product. Feedback that once stayed inside individual conversations becomes available for the team to review.
The work now follows the customer.
When a deal closes, Grw checks that onboarding has started. During onboarding, it tracks progress against Mutinex’s milestones.
After customer calls, Grw drafts follow-ups, provides coaching feedback, and captures product insights. Each week, it reviews upcoming renewals.
After the weekly leadership review, Grw brings together account health, onboarding updates and recent discussions into a customer-health brief for leadership.
What started as a weekly account check has become a connected way of running Customer Success.
A shared picture of the customer, without manually stitching it together.
Mutinex did not replace the systems it already used. It put its existing Customer Success playbook into practice across the work: health scores, onboarding milestones, renewal rules, coaching standards, and product feedback.
The result is a connected view for Customer Success, Product, and leadership, with less manual work needed to understand what is happening across customers.
See what one clear customer-health rhythm looks like.
Bring us the systems and customer conversations your team already uses. We’ll show you how Grw can turn that context into the next piece of work.
Book a demo