Customer Success Operations Manager (Canada Only)

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