Customer Success Operations Manager

Summary

Join FreeWill, an award-winning social-good startup, as their Partner Success Operations Manager! This full-time, remote position based in Brazil offers a competitive salary and excellent benefits. You will lead process improvement initiatives, manage onboarding, build workflow automations, and collaborate with cross-functional teams to ensure a superior partner experience. The ideal candidate possesses 4-5 years of SaaS customer success operations experience, a proven ability to lead complex projects, and strong analytical and communication skills. FreeWill values diversity and inclusion and encourages applications from all qualified individuals.

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

Responsibilities

• Lead the design, implementation, and launch of new PS processes, collaborating with stakeholders across multiple teams
• 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

Preferred Qualifications

• 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

Benefits

• Regular (virtual) team events
• Monthly co-working budget which can be used for local co-working spaces
• Annual budget to outfit your home office or cover utility bills
• $1,000 referral bonuses for growing our FreeWill community
• Annual professional development budget