Customer Success Operations Manager (Brazil Only)

Posted 22 days agoViewed

View full description

💎 Seniority level: Manager, 4-5 years

📍 Location: Brazil, EST

💸 Salary: 24000.0 USD per year

🔍 Industry: SaaS Customer Success

🏢 Company: FreeWill👥 101-250💰 $30,000,000 Series B about 3 years agoSocial Non Profit Social Impact Software

🗣️ Languages: English

⏳ Experience: 4-5 years

🪄 Skills: Project ManagementAgileData AnalysisCross-functional Team LeadershipOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingRESTful APIsAttention to detailDocumentationTroubleshootingStakeholder managementStrategic thinkingProcess improvementCustomer SuccessSaaS

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

Responsibilities:

Lead the design, implementation, and launch of new PS processes, collaborating with stakeholders across multiple teams.
Build workflow automations in Churn Zero, participate in ongoing iteration and management of existing workflows, troubleshoot Churn Zero issues for the team.
Participate on GTM teams.
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

Apply