How FreeWill Scaled Partner Success and Improved Retention with ChurnZero AI

By: GoBeyond Team
July 27, 2025
3 min read
AI case study for FreeWill – improved retention and partner success with AI

Quick Overview

FreeWill implemented ChurnZero to manage rapid growth (5x ARR growth) and scale partner success operations, focusing on consistency and centralization during expansion.

FreeWill
FreeWill
Company Size
~100 employees (estimated)
Revenue Range
Not publicly disclosed
Primary Challenge
Scaling customer success and partner management during rapid growth
Key Metrics

- 27% increase in logo retention
- 21% increase in gross dollar retention
- Improved NPS and CSAT during high-growth periods

The Problem

Rapid growth challenged existing customer success processes, risking retention and satisfaction.

The Solution

Deployed ChurnZero AI platform to centralize customer success operations, automate engagement, and provide data-driven insights.

Results

- Improved retention rates
- Increased customer satisfaction scores
- Scaled success operations efficiently during growth

Details

Industry
Technology & SaaS
Departments
Account Management & Client Success
Use Cases
Account Reviews
Client Health Monitoring
Tags
Predictive Modeling
Cost Reduction
AI Tools Used
ChurnZero
Sources
https://churnzero.com/case-studies/freewill/

More Case Studies

See All
How Eleken Redesigned Populate to Streamline Clinician Documentation and Improve Patient Care
Healthcare & Medical
How Baleària Uses Zendesk AI Chatbots to Deflect Tickets and Achieve a 96% CSAT Score in Travel Support
Hospitality & Tourism
How Oxford VR Combines AI and Virtual Reality to Improve PTSD Treatment
Mental Health
How World Wildlife Fund Uses AI to Track Endangered Species and Combat Poaching
Nonprofit & NGO
How Uber Uses Advanced Data Visualization to Clarify Pricing and Support Decision-Making
Technology & SaaS
How Obayashi Corporation’s AiCorb Uses AI to Rapidly Generate Building Facade Designs and Streamline Architectural Workflows
Construction

🤖 Chat with AI

Type...