Case Study: FreeWill achieves 27% higher logo retention and 21% higher gross retention while scaling 5x ARR with ChurnZero

FreeWill scales with confidence and consistency during 5x ARR growth

FreeWill, a company that builds technology to simplify major charitable donations and supports more than 1,000 nonprofit partners, faced rapid scaling challenges as its partner success team grew from 6 to 70+ people. To consolidate scattered customer data, automate manual processes, monitor customer journeys, and measure churn risk, FreeWill invested in the ChurnZero customer success platform early in its growth.

Using ChurnZero, FreeWill systematized onboarding, automated workflows and CSM tasks, and employed Plays, in-app messaging, and Success Centers to standardize communications and handoffs. As a result, FreeWill saw a 27% increase in logo retention, a 21% increase in gross dollar retention, improved NPS and CSAT during high growth, faster issue detection in onboarding, and consistent service across 1,000+ customers—enabling the company to scale reliably while achieving 5x ARR growth.

Freewill

Anthony Sottile

Vice President of Partner Success