Program Manager, French Speaking
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Job Description
Program Manager retaining and expanding OpenFn subscription customers. Building customer relationships, technical adoption, renewals, and the first scalable program-management function.
Responsibilities:
- Serve as primary point of contact and trusted advisor for existing subscription customers
- Build multi-threaded relationships from day-to-day users through senior decision-makers
- Develop and maintain account plans linking customer objectives to OpenFn value
- Plan and lead Quarterly Business Reviews and regular check-ins
- Build working knowledge of the OpenFn platform and customer usage
- Discuss integrations, data workflows, and use cases with technical teams
- Translate between technical staff and non-technical decision-makers
- Identify technical adoption risks and engage solution architects or implementation consultants when needed
- Own gross and net retention and account renewals
- Forecast renewals and manage the end-to-end renewal process
- Identify at-risk accounts and lead recovery plans
- Identify and pursue tier upgrades and additional-services cross-sell opportunities
- Negotiate renewals and expansions under the pricing and packaging model
- Ensure handoff from sales and implementation into program management
- Monitor product usage and adoption and close engagement gaps
- Channel customer feedback to product and services teams
- Coordinate with support and implementation teams on SLA commitments and project-based work
- Manage escalations and coordinate internal resolution
- Establish program-management playbooks, cadences, and health-scoring processes
- Maintain CRM account data, activities, and forecasts; report retention and growth metrics to leadership
- Help migrate customers from legacy project-based arrangements to the subscription model
Requirements:
- 3-7+ years of experience in account management, customer success, or a related customer-facing commercial role at a SaaS or subscription business
- Proven track record of retaining and growing a portfolio of customers, including owning renewals, forecasting, and driving upsell or expansion
- Experience managing customers for a technically substantive product
- Genuine technical fluency with APIs, integrations, data exchange, and workflow automation
- Ability to translate between technical and non-technical audiences
- Strong relationship-building skills with technical users and senior stakeholders
- Experience running QBRs, service reviews, and success planning
- Hands-on proficiency with a CRM and a data-informed approach to account health and forecasts
- Fluent, professional-level English and French communication skills, written and verbal
- Ability to work effectively across a distributed, multicultural team
- Self-starter mindset suited to a foundational role
- Ability to work from home or a shared office space with fast, stable internet
- Preferably located in a country in Sub-Saharan Africa and Africa time zones
- Preferred: experience transitioning from project/services revenue to a subscription model
- Preferred: technical background or experience in engineering, technical support, solutions, or implementation
- Preferred: experience with integration tooling, data pipelines, or APIs
- Preferred: experience managing government, NGO, public sector, or international customers
- Preferred: working knowledge of Salesforce or Odoo
- Preferred: additional Spanish or Portuguese language skills
- Preferred: experience selling or delivering complex digital transformation, business process transformation, or data integration projects
Benefits:
- Financial compensation includes a base salary plus variable pay tied to the retention and growth (upsell and expansion) of your portfolio; total pay is commensurate with experience
- Flexible working schedule
- Fully remote work, with team meetups across Europe and Africa
- Exposure to industry and technology trends and leading health, humanitarian, and government digital transformation interventions
- Opportunity for leadership and advancement
- Opportunity to shape company strategy and impact millions of lives through open source software
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