Case Study: FiscalNote scales from 300 to 4,000+ accounts and boosts retention with ChurnZero

Centralized Dashboards Help with Team Efficiences and Customer Health

FiscalNote, a software, data and media company that helps organizations manage legislative and regulatory risk, struggled to scale its lean Account Management and Customer Success team as client demand grew. Data and customer information were siloed, there was no centralized place to track account history or CSM touchpoints, and the team wanted to shift from reactive “gut” decisions to proactive, metrics-driven account management. To solve this, FiscalNote partnered with ChurnZero and adopted ChurnZero’s customer success platform.

ChurnZero implemented centralized dashboards, customer health scoring, real-time alerts and onboarding journey mapping to increase management visibility, CSM accountability and proactive engagement. In just over a year FiscalNote scaled managed accounts from ~300 to 4,000+, grew the CS team from 10 to 20, improved retention quarter over quarter, realized measurable ROI and surfaced upsell opportunities, while leadership gained aggregated reporting to identify trends and close service gaps.

FiscalNote

Liz Friscino

Director Customer Success