Partner Success Operations Specialist; Part-Time

About the Role

Free Will’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 Operations Specialist will bring a partner-focused and detail-oriented approach to time-sensitive processes. We’re looking for proactive, kind individuals with a passion for analytical problem‑solving and customer success operations. This is a great opportunity to make an impact as Free Will grows and accelerates our work supporting nonprofits across the globe.

This is a part-time, contract role that reports to the Partner Success Operations Lead.

Time commitment is approximately 20‑25 hours per week
. Candidates must be available 4‑5 hours per day, Monday through Friday, between the hours of 8 am and 6 pm EST
.

• 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 the customer journey, including onboarding, partnership reviews, engagement, strategist transitions, renewal, and churn.
• Provision new partner landing pages in the Free Will 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 the PS team.

• 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). Proactively identify process improvements.
• Execute on product configuration updates requested by partners, proactively monitor for configuration errors, and help resolve urgent partner issues that occasionally arise.
• Respond to internal support requests from the Partner Success team.
• Build workflow automations in Churn Zero, participate in ongoing iteration and management of existing workflows, troubleshoot Churn Zero issues for the team.
• Support project management to ensure timely and accurate product delivery for our largest partners.
• Develop and maintain process documentation, troubleshooting resources, and training materials.
• Act with Free Will’s values of focus, joy, kindness, and courage.

As a venture-backed startup, things move very quickly  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:

• 3+ years of experience in SaaS customer success operations, including experience building and maintaining automated workflows in a CS tool.
• 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.
• Intellectual curiosity that drives a willingness to learn and take on new challenges.
• Comfortable moving quickly in a fast-paced environment.

• Experience using Churn Zero, Click Up, Air Ops, Salesforce, or Looker.
• Experience managing APIs and data integrations.
• Experience managing new customer onboarding processes.
• Familiarity with the nonprofit space.

Free Will 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, Canada, and Pakistan! In the US, we are able to hire in 47 states and D.C. Unfortunately, we are unable to hire in Colorado, Alabama, or Louisiana at this time. We also can’t sponsor working visas, so all applicants will need to have work authorization in the US.