Back to jobs
New

Customer Success Operations Manager (Brazil Only)

Remote - Brazil

FreeWill is an award-winning, social-good startup that has partnered with 1,800+ nonprofits who support our mission while raising more than $10B in bequests to charities 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 7 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. In 2024, 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; you can also check us out on Glassdoor!

Full-time •  Excellent Benefits • Work from Anywhere in Brazil

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 (Customer Success) Operations Manager will work cross-functionally to ensure a superior partner experience and bring creative solutions to a broad range of operational challenges. We’re looking for proactive, kind individuals that are comfortable managing complex projects and stakeholders at all levels. This is a great opportunity to make a strategic impact as FreeWill grows and accelerates our work supporting nonprofits across the globe. 

This role will need to work during general business hours which is typically 9-5pm Eastern Timezone (ET). This is a full time employee position (FTE) and employment will be through our international employer of record (EOR), Justworks. 

FreeWill has set compensation and a non-negotiation policy for fairness reasons (we don't think that an individual's pay should be determined by how comfortable they are negotiating). As a result, we like to be transparent and up front about the compensation. The offer for this role will be a base salary of $24,000 USD per year. Employees will be paid in their local currency at the applicable conversion rate at that time. This represents the base salary for 12 months. You will be issued your 13 month payment in accordance with CLT by our international employer of record (EOR), Justworks.

Partner Success Operations Team 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 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 PS team.

If you are interested in the role, please apply via the Careers page on our website. Please do not contact Recruiters/employees by email or phone.

Responsibilities

  • 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 2025 include automating the customer journey for a new product offering and adapting the existing onboarding journey to support new team roles and new service tiers.
  • 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

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: 

  • 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

Nice to Have but not Required

  • 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

Hiring Process

  The hiring process for this role is as follows:

  • Recruiter Phone Screen (30 minutes)
  • Hiring Manager Interview (30 minutes)
  • Work Sample Presentation and Q&A (1 hour)
  • Offer (contingent on positive references)

Please note that steps in the hiring process can and may change and the Recruiter will be your point of contact in sharing any updates in terms of the process. If you are selected to move forward in this process, the Recruiter will share more details about the hiring process and interviewers. However, this is a good estimate of what you can expect. For most roles, our hiring processes take an average of 4-6 weeks.

Benefits

In addition to the immense personal and professional satisfaction you’ll gain from helping to raise $1T for high impact nonprofits in a kind and joyful work environment, full time employees at FreeWill are eligible for benefits.

Perks

  • 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

FreeWill 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.

Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. FreeWill is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in FreeWill’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.