Partner Success Operations Specialist; Part-Time

About Us

Free Will is an award-winning, social-good startup that has partnered with 2,400+ nonprofits who support our mission while generating $13B in gift commitments for nonprofits since we were founded in 2017. We’ve been featured in the New York Times, Forbes, Oprah’s magazine. 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.

In the last 8 years, we’ve grown from 5 people to 200+ (all smart, tenacious, and kind), and continue to grow. We’d love to have you be a part of this adventure. We were named a "Most Loved Workplace" by both Newsweek and Best Practice Institute and in 2025, we were named as one of Forbes' Best Startup Employers and the 2025 Most Loved Workplaces® for Diversity.

Curious about company culture and management at Free Will? Check out the 2025 Best Manager Ever podcast featuring Anthony Sottile, Free Will's VP of Partner Success on either Spotify or Apple.

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.

• 3+ years of experience in SaaS customer success operations, including experience building…