Partner Success Operations Specialist (Part-Time)

About this role

ABOUT US

FreeWill 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, 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.

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 https://www.newsweek.com/rankings/most-loved-workplaces-2024 and Best Practice Institute https://mostlovedworkplace.com/americas-top-most-loved-workplaces-2/ and in 2025, we were named as one of Forbes' Best Startup Employers https://www.forbes.com/lists/americas-best-startup-employers/ and the 2025 Most Loved Workplaces® for Diversity https://email.bestpracticeinstitute.org/b?y=49ii4eh26ormacb36ss66o9ickp3cp1g60oj2opjclgj8ch25gh748hq49k78t3gect2ubrddtpn8r3fepim8trfe9ln0r31cdiisorfdknn8rrg5lmmusrk5lm6utj5cgmnerriddo6oob3clpiqpjfe8mm8qbmclp76qbkf4ni4===.

Curious about company culture and management at FreeWill? Check out the 2025 Best Manager Ever podcast https://www.linkedin.com/posts/annie-riley_best-manager-ever-season-2-is-here-and-activity-7310682359555608576-SB_S?utm_source=share&utm_medium=member_desktop&rcm=ACoAABnmpFEBcS1To2bUTjEfnYw_acY6KJgksEw featuring Anthony Sottile, FreeWill's VP of Partner Success on either Spotify https://open.spotify.com/episode/4sF3EVtJTZLWanpdyKUhR7?si=db352cf2708242bd&nd=1&dlsi=5ed355e404ed468aor Apple https://podcasts.apple.com/us/podcast/best-manager-ever-anthony-sottile-embracing-failures/id1772958574?i=1000700880156.

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 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 FreeWill 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.

PARTNER SUCCESS OPERATIONS 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 the 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 the PS team.

RESPONSIBILITIES

- 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 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:

- 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

NICE TO HAVE BUT NOT REQUIRED

- Experience using Churn Zero, ClickUp, AirOps, Salesforce, or Looker

- Experience managing APIs and data integrations

- Experience managing new customer onboarding processes

- Familiarity with the nonprofit…