Conversation
Highlights

From Direct-to-Freelancer to Enterprise Platform: Wingspan’s Evolution in Building the Operating System for Contingent Work

The freelance economy continues to reshape how businesses operate, yet the infrastructure supporting this transformation remains fragmented. In a recent episode of Category Visionaries, Anthony Mironov, CEO and co-founder of Wingspan, shared crucial insights about building a platform for the future of work, revealing how early market experimentation led to a dramatic pivot in their go-to-market strategy.

Finding Product-Market Fit Through Customer Discovery

Wingspan’s journey began with deep customer research, focusing on understanding the freelancer experience. “I remember three hour ethnographies really learning about the freelancer journey,” Anthony shares. “And the pattern we saw was that folks were effectively getting a PhD in reverse engineering a paycheck and point solution was really addressing the problem at its root.”

This intensive research led Wingspan to initially launch as a direct-to-consumer platform. The company built a comprehensive solution for freelancers, attracting dedicated users who remain on the platform today. However, the challenges of scaling a D2C business became apparent through customer acquisition costs and activation metrics.

The Pivot to B2B: Lessons in Organizational Transformation

In summer 2022, Wingspan made a strategic shift to focus on B2B customers. This decision, while ultimately successful, came with valuable lessons about timing and execution. “First of all, we didn’t make the change fast enough,” Anthony reflects. “Looking back at it, I probably would have changed the focus a little bit earlier.”

The transition demanded more than just a strategic pivot – it required a complete organizational transformation. “I didn’t really understand how much of an organizational change that is going from, you know, a self-serve signup process online to, you know, learning how to do B2B sales,” Anthony explains. The team had to rapidly develop new capabilities, converting customer discovery conversations into sales opportunities and building a scalable revenue engine.

Category Creation vs. Technology Focus

One of Wingspan’s key realizations was that superior technology alone wouldn’t win the market. “We were really focused on building the technology to make this work… But at the end of the day, customers don’t really care about that,” Anthony notes. This insight led to a comprehensive repositioning exercise examining competitive alternatives and specific use cases.

The company deliberately chose to create a new category focused on lifecycle management of contingent work, rather than competing in existing payment or payroll categories. “We’ve debated whether it’s category expansion versus category creation… We decided to really hone in on this lifecycle management of contingent work as the category that we are developed over time,” Anthony explains.

Building Customer Advocacy in Enterprise Software

Wingspan’s approach to market differentiation centers on elevating customer success stories. Their strategy has proven particularly effective because customers view the platform as a crucial tool for talent retention. As Anthony notes, “We oftentimes hear some workers won’t work with a company if they’re not on wingspan.”

This dynamic has created a powerful feedback loop where customer advocacy drives both retention and acquisition. “They’re happy to share their success stories because at the end of the day, they’re making their workers more successful,” Anthony explains.

Looking Ahead: Building the Operating System for Professional Services

Wingspan’s vision extends beyond just solving payment and compliance challenges. Drawing parallels to how Shopify transformed e-commerce and Square revolutionized retail payments, Anthony sees an opportunity to build a comprehensive ecosystem for professional services. The goal is to create a “unified platform built on a really unique contractor graph that removes all of the administrative complexity of working for yourself.”

By focusing on the specific needs of businesses built on contingent work, Wingspan is positioning itself to become the essential operating system for the future of professional services. Their journey offers valuable lessons about the importance of timing in strategic pivots, the power of customer advocacy, and the potential of category creation in enterprise software.