FreeWill implemented ChurnZero to manage rapid growth (5x ARR growth) and scale partner success operations, focusing on consistency and centralization during expansion.
- 27% increase in logo retention
- 21% increase in gross dollar retention
- Improved NPS and CSAT during high-growth periods
Rapid growth challenged existing customer success processes, risking retention and satisfaction.
Deployed ChurnZero AI platform to centralize customer success operations, automate engagement, and provide data-driven insights.
- Improved retention rates
- Increased customer satisfaction scores
- Scaled success operations efficiently during growth
