FreeWill is an award-winning, social-good startup that has partnered with 1,500+ 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 6 years, we’ve grown from 5 people to 175+ (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"; you can also check us out on Glassdoor!

Full-time • Excellent Benefits • Work from Anywhere in the US (except AL, CO, or LA)

About the Role

We are seeking a smart, tenacious, kind, and experienced Director of Professional Services at FreeWill (internally titled Director of Digital Services). You will be responsible for growing our existing department, while leading the development of new offerings from FreeWill for the nonprofit market. You will be responsible for hiring, managing, and growing a team to provide services such as custom microsites, CRM integrations, and identifying new opportunities to serve our nonprofit partners. You will work closely with all departments, especially Sales, R&D, and Customer Success in order to integrate these offerings closely with the rest of our product and services suite.

We are looking for an entrepreneurial and strategic business leader who will look for opportunities to grow this part of the business. You have a track record of success in managing operational delivery of custom services, including project management and customer communication. You are an expert at managing the profitability of your business unit, driving new revenue while managing costs and resources. You will bring both operational and strategic expertise to the team, ensuring consistent and high quality delivery of services while also identifying and building new solutions to take advantage of market opportunities.

This role will report to our VP of R&D.

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. When we make an offer, we provide multiple options so that employees can choose between compensation packages that prioritize salary or stock options. The salary range for this role will be between $170,000-$180,000.

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

Manage the existing digital services team (e.g. web developers, visual designers, contractors) while identifying and driving growth opportunities
Create the strategy, pricing, and packaging of our digital services offerings by working closely with product marketing, revenue operations, sales, and customer success
Manage nonprofits who need services projects from FreeWill, including setting expectations, managing concerns, iterating on the solution, and helping clients meet their deadlines.
Deliver projects on time (SLA) and with a high standard for quality – including both custom microsite projects as well as CRM integration projects
Manage the budget for the digital services team, working towards an ideal margin profile for the business
Responsible for delivering new business case(s) to executive stakeholders outlining new opportunities and addressing: competitive analysis, target addressable market analysis, go-to-market strategy, pricing and packaging recommendations, etc.
Create processes so that our services offerings will be delivered in a consistent, repeatable way (e.g. a project management template), balancing out-of-the-box vs. custom scoping
Deeply understand needs of our clients around planned and major giving fundraising and ideate on the next digital services offerings we can roll out

Requirements

8+ years of experience in professional/custom services in a SaaS environment
3+ years experience managing people in a services model at a SaaS company or at an agency is a plus
Previous experience working at or with nonprofit tech companies is a plus
Experience running customer engagements and managing all aspects of customer expectations and project delivery
Experience working interdepartmentally with sales and customer success teams to ensure proper roll out and implementation of services
Experience project managing microsite customization with third-party CMS platforms (e.g. Wordpress, Drupal, Squarespace)
Ability to identify and drive the right core metrics and key performance indicators to ensure optimization for team performance and efficiency
Superior communication and presentation skills and fine-tuned attention to detail
Comfort moving quickly in a fast-paced and rapidly changing environment
Experience project managing custom data integration projects (especially with nonprofit CRMs) is a plus
Knowledge of web development and modern design and technical principles
Experience building and delivering new services offerings is a plus
Experience managing budgets and forecasts for a services organization
Smarts, tenacity, and kindness

Hiring Process

The hiring process for this role is as follows:

Recruiter Phone Screen (30 minutes)
Hiring Manager Interview (30 minutes)
Work Sample (completed on your own time; approximately 1 hour)
Final interviews with 3 FreeWill team members (3 separate 30 minute interviews)
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 the following benefits:

Work from home
Unlimited PTO
Flexible hours
Competitive salary
Commuter benefits
Company stock options
401k
Medical/Dental/Vision (some single coverage medical plans are 100% employer paid, subsidized rates for spousal, parent-child, and family coverage)
Short-term and long-term disability insurance
Life and AD&D insurance
Free One Medical membership
Paid parental leave for all parents

Perks

Regular (virtual) team events
$250 monthly co-working budget which can be used for local co-working spaces
$300 annual budget to outfit your home office or cover utility bills
$1,000 referral bonuses for growing our FreeWill community
$1,000 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.

We are a remote-first company that’s able to hire in 47 states and D.C. Unfortunately, we are unable to hire in Colorado, Alabama, or Louisiana at this time. We also can’t sponsor working visas, so all applicants will need to have work authorization in the US.

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!

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