Customer Success Operations Manager

Full-time
• Fully Remote
• Work from Anywhere in Canada About the Role

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. We're looking for proactive, kind individuals that are comfortable managing complex projects and stakeholders at all levels. 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.

FreeWill has set compensation and a non-negotiation policy for fairness reasons (we don't think that an individual's pay should be determined by how comfortable they are negotiating). As a result, we like to be transparent and up front about the compensation. The offer for this role will be a base salary of CAD$86,000 per year. Candidates must have work authorization in Canada to be considered for this position, as we are unable to sponsor visas.

Partner Success Operations Team Goals

• 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.

Responsibilities

• 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

Required Skills and Experience

As a venture-backed startup, things move very quickly at FreeWill. As such, we expect the responsibilities for this role to evolve, and aim to hire a smart, adaptable learner who is eager to grow in their role. Additional requirements:

• 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

Nice to Have but not Required

• Experience using ChurnZero, ClickUp, Salesforce, or Looker
• Experience using no-code/low-code workflow automation tools such as n8n, AirOps, Make, or AppScript
• Experience managing new customer onboarding processes
• Experience or certification in Agile or Scrum project management framework
• Familiarity with the nonprofit space

Hiring Process

The hiring process for this role is as follows:

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

Please note that steps in the hiring process can and may change and the Recruiter will be your point of contact in sharing any updates in terms of the process. If you are selected to move forward in this process, the Recruiter will share more details about the hiring process and interviewers. However, this is a good estimate of what you can expect. For most roles, our hiring processes take an average of 4-6 weeks.

FreeWill is an equal opportunity employer and we value diversity. We are committed to finding talent that is not determined on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.

We are a remote-first company with employees in the US, Brazil, Mexico, Pakistan, and Canada

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. You may be just the right candidate for this role or another one of our openings

AI Policy

We are excited to engage with candidates who can demonstrate their experience and skills through their own words and work, not through AI-generated content. We want to understand your genuine interest in the company and your unique perspectives, not simply AI-driven responses. We ask that you refrain from use of AI-generated content during the hiring process which includes phone screens, video interviews, tech screens, or other assessment stages except as otherwise indicated to you by the Recruiter.

For example: Using ChatGPT to generate scripted answers to application questions or during phone screens and video interviews is strongly discouraged and will result in not moving forward in the hiring process. However, the use of an AI design tool to enhance the design of a presentation deck is permitted.

The Recruiter will be able to provide additional guidance during the hiring process if needed. If hired at FreeWill, we do encourage the use of AI in your role to build upon or enhance your skill set.

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