Customer Success Operations Manager (Brazil Only)

Customer Success Operations Manager (Brazil Only)

FreeWill is an award-winning, social-good startup that has partnered with 1,800+ nonprofits who support our mission while raising more than $10B in bequests to charities since we were founded in 2017. We’ve been featured in the New York Times, Forbes, Oprah’s magazine, and our co-CEOs have even been named to Town & Country’s “Top 50 Philanthropists” list.

All of this is because we’ve figured out how to make some powerful (but complicated!) ways to donate much easier and more accessible. Our products make things easier for the donors who want to change the world and for nonprofits doing heroic work around the planet.

Full-time • Excellent Benefits • Work from Anywhere in Brazil

About the Role

FreeWill’s Partner Success team 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 (Customer 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 role will need to work during general business hours which is typically 9-5pm Eastern Timezone (ET). This is a full time employee position (FTE) and employment will be through our international employer of record (EOR), Justworks.

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 $24,000 USD per year. Employees will be paid in their local currency at the applicable conversion rate at that time. This represents the base salary for 12 months. You will be issued your 13 month payment in accordance with CLT by our international employer of record (EOR), Justworks.

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 2025 include automating the customer journey for a new product offering and adapting the existing onboarding journey to support new team roles and new service tiers.
• Build workflow automations in Churn Zero, participate in ongoing iteration and management of existing workflows, troubleshoot Churn Zero 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.
• 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).
• Execute on product configuration updates requested by partners, proactively monitor for configuration errors, 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, with keen attention to detail.
• Ability to learn new tools quickly and independently.
• Superior written and verbal communication skills.

Nice to Have but not Required

• Experience using Churn Zero, ClickUp, AirOps, Salesforce, or Looker.
• 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:

• 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.

Benefits

In addition to the immense personal and professional satisfaction you’ll gain from helping to raise $1T for high impact nonprofits in a kind and joyful work environment, full time employees at FreeWill are eligible for the following benefits:

• Work from home.
• Unlimited PTO in addition to federally mandated minimums.
• Medical/Dental/Vision health insurance plans from SafetyWing (100% employer paid).
• Paid parental leave for all parents.
• Regular (virtual) team events.
• $85 USD monthly co-working budget which can be used for local co-working spaces.
• $100 USD annual budget to outfit your home office or cover utility bills.
• $1,000 USD referral bonuses for growing our FreeWill community.

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.

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!

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