FreeWill

Customer Success Operations Manager

FreeWill

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Salary

💰 CA$86,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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 2026 include automating the customer journey for a new product offering and leveraging AI-driven workflows to maximize team efficiency.
  • Build workflow automation, participate in ongoing iteration and management of existing workflows, troubleshoot ChurnZero 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.
  • Review data & processes to identify opportunities to improve key team KPIs, such as GDR, NDR, and NPS.
  • 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), 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

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
  • Thorough, with keen attention to detail & accuracy
  • Ability to learn new tools quickly and independently
  • Superior written and verbal communication skills
Benefits
  • Health insurance
  • Paid time off
  • Flexible work arrangements
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workflow automationprocess designdata analysisKPI improvementproject managementSaaS operationstroubleshootingprocess documentationcustomer journey automationAI-driven workflows
Soft skills
strategic thinkinganalytical skillsproblem solvingattention to detailcommunication skillscollaborationproactivityleadershiptraining developmentadaptability