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

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

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