Account Manager (Canada)

FreeWill (HearstLab); United States; Remote; USD 81,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Work from home

Flexible PTO

Flexible hours

Competitive salary

Paid parental leave

Dev reimbursement

WFH reimbursement

Co-working stipend

Referral bonus

Claude AI account

Job summary

FreeWill is seeking an Account Manager on the Partner Success team to accelerate support for nonprofits nationwide. This full-time remote role offers a CAD$115,000-$128,000 OTE (base CAD$86,000-$96,000 plus equity), with a comprehensive benefits package through Sun Life and a strong focus on client relationships.

The ideal candidate has 2+ years in SaaS customer success, exceptional communication, CRM discipline, and a collaborative mindset, able to manage renewals, upsells, and partner needs

Qualifications

• 2+ years SaaS customer success experience, managing clients and negotiations, preferably in nonprofit fundraising.
• Excellent written and verbal communication with strong attention to detail.
• Strong organizational skills and CRM accuracy.
• Curious, eager to learn, and able to follow through on projects.
• Decision-making with collaborative mindset and comfort with ambiguity.
• Embodies FreeWill values: focus, joy, kindness, courage.

Responsibilities

• Maintain and renew term-based nonprofit partnerships and renewals.
• Identify opportunities to expand partnerships and add value.
• Build warm, dynamic relationships with partners and ensure they feel cared for.
• Communicate partner needs to internal teams and shape solutions.
• Lead renewal and upsell meetings with a partner-first approach.
• Collaborate with Partner Success Strategists to map the partner journey.
• Develop renewal/expansion plans and manage deadlines and problems proactively.
• Represent nonprofit partner needs across the company and communicate updates.
• Maintain accurate CRM records to support scheduling and forecasting.
• Share latest customer success techniques and trends with the team.

Skills

SaaS CS

Client management

Negotiation

CRM proficiency

Nonprofit fundraising

Tools

Salesforce

CRM software

Job description

FreeWill is seeking an Account Manager to join the Partner Success team and play an integral role in accelerating our work supporting nonprofits across the country. This is a full-time remote position. The compensation range for this role is CAD$115,000-$128,000 OTE, inclusive of a base salary of CAD$86,000-$96,000 and equity.

Responsibilities will include:

• Ensure nonprofit organizations want to continue working with us term over term (annual subscriptions)
• Identify opportunities to expand partnerships to include other FreeWill fundraising tools and add value to partnerships
• Create warm, dynamic relationships with our partners and ensure they feel cared for
• Identify challenges internally and externally and proactively address problems
• Ensure tactics and processes are scalable as our team and partnerships grow
• Understand and communicate partner needs to the team internally
• Lead renewal and upsell meetings and other communications with partners while prioritizing partner goals
• Build strong relationships internally with Partner Success Strategists to understand partner journey up to point of renewal
• Creatively make and pitch renewal and expansion plans based on individual partner needs, owning each deal well ahead of key deadlines and getting ahead of problems before they surface
• Work across the company to represent nonprofit partner needs and help shape how FreeWill builds and delivers value
• Communicate with partners about new FreeWill developments and proactively offer value
• Follow and continuously improve our renewals and upsells project management system, keeping CRM records accurate to support reliable scheduling and forecasting
• Surface feedback, latest customer success techniques and trends to the broader team

You’re a great fit if you:

• Have 2+ years experience working on a SaaS customer success team, managing clients, and handling negotiations and/or in the nonprofit fundraising space (strongly preferred)
• Possess superior written and verbal communication skills and fine-tuned attention to detail
• Have strong organizational skills and comfort working precisely within CRM and sales tools
• Demonstrate intellectual curiosity and a willingness to learn and take on projects outside your primary expertise, with a strong bias toward follow-through
• Have strong decision-making skills paired with a collaborative mindset, balancing autonomous action with timely team alignment
• Are comfortable operating with ambiguity and navigating nuances to make sound decisions
• Embody FreeWill’s values of focus, joy, kindness, and courage in day-to-day work

Total Compensation

The projected annual salary range is CAD$115,000-$128,000 OTE, including a base salary of CAD$86,000-$96,000 and equity.

Additional benefits include:

• Health, dental, vision, critical illness, disability, and life insurance through Sun Life
• Work from home
• Flexible Paid Time Off policy (minimum time required based on compliance with local laws and public holidays in Canada)
• Flexible hours
• Competitive salary
• Paid parental leave for all parents

Perks:

• Professional development reimbursement of CAD$800 annually
• Work from Home reimbursement of CAD$300 annually to outfit your home office or cover utility bills
• CAD$250 per month co-working reimbursement for local co-working spaces or home wifi bill
• CAD$1,000 referral bonuses for growing our FreeWill community
• Claude (AI Assistant) company/team account

Hiring Process

• Hiring Manager Interview (30 minutes)
• Take Home Assignment (1 hour; on your own time)
• Presentation (15 minute presentation with 15 minute Q&A)
• Offer (contingent on positive references)

Please note that steps in the hiring process may change. The Recruiter will be your point of contact for updates.

AI Policy

Candidates are expected to demonstrate their experience and skills through their own words and work, not through AI-generated content. Use of AI-generated responses during the hiring process is discouraged and may result in not moving forward. Use of AI tools to enhance presentation design is permitted. FreeWill may use AI-assisted tools for interview transcription, evaluation, or fraud detection, with human oversight maintained throughout the process.

Diversity Statement

FreeWill is an equal opportunity employer and values diversity. We are committed to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply.