Customer Success Operations Manager, FreeWill

• We’re looking for proactive, kind individuals that are comfortable managing complex projects and stakeholders at all levels
• 4-5 years of experience in SaaS customer success operations, including experience building and maintaining automated workflows in a CS tool
• Demonstrated ability to lead large, complex projects
• Strategic, analytical thinker & proactive problem solver
• Thorough, with keen attention to detail & accuracy
• Ability to learn new tools quickly and independently
• Superior written and verbal communication skills
• Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification
• FreeWill is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application

Desirable

• FreeWill’s Partner Success team (our version of Customer Success) supports our nonprofit partners with fundraising strategy and custom donor outreach
• As a key function within the PS team, the PS Operations Team benefits from close collaboration with those in partner-facing roles
• PS Ops is a small, dynamic team driven to produce exceptional results in the areas listed below
• The Partner Success Operations Manager will work cross-functionally to ensure a superior partner experience and bring creative solutions to a broad range of operational challenges
• This is a great opportunity to make a strategic impact as FreeWill grows and accelerates our work supporting nonprofits across the globe
• This is a full-time, remote role that reports to the Senior Partner Success Operations Lead
• Drive continuous process improvement, maintaining operational excellence while increasing scalability of the Partner Success team and ensuring a first class partner experience
• Manage onboarding processes to ensure alignment across all facets of the new partner onboarding experience
• Iterate automated workflows to facilitate smooth milestones along customer journey, including onboarding, partnership reviews, engagement, strategist transitions, renewal, and churn
• Provision new partner landing pages in the FreeWill application, manage configuration options, and ensure timely product delivery to partners
• Ensure systems are functioning with minimal errors & solve problems to keep the day-to-day work of the team running smoothly, collaborating across teams as needed
• Leverage workflows to provide data to inform key business decisions & maintain data integrity in systems used by PS team
• Lead the design, implementation, and launch of new PS processes, collaborating with stakeholders across multiple teams. Key stakeholders include R&D, Revenue Operations, and PS Team Leads in strategy, content, support, & training. Strategic projects identified for 2026 include automating the customer journey for a new product offering and leveraging AI-driven workflows to maximize team efficiency
• Build workflow automation, participate in ongoing iteration and management of existing workflows, troubleshoot ChurnZero issues for the team. Proactively identify process improvements
• Participate on GTM teams. Liaise with Product Managers, PS Leadership, & Enablement to determine requirements, and design and implement process updates
• Review data & processes to identify opportunities to improve key team KPIs, such as GDR, NDR, and NPS
• Manage Partner Success processes to ensure timely and accurate execution of time-sensitive workflows critical to daily team operations (handoff, upsell, downsell, logo churn, new product configuration, onboarding forms), and help resolve urgent partner issues that occasionally arise
• Develop and maintain process documentation, troubleshooting resources, and training materials
• Act with FreeWill’s values of focus, joy, kindness, and courage

• Recruiter Phone Screen (30 minutes)
• Hiring Manager Interview (30 minutes)
• Work Sample Presentation and Q&A (1 hour)
• Offer (contingent on positive references)