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
Tags
Predictive Modeling
Cost Reduction
AI Tools Used
ChurnZero
Sources
https://churnzero.com/case-studies/freewill/
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