Program Manager – LATAM
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Job Description
Program Manager retaining and expanding OpenFn customers using open-source public-service automation and data integration software. Building the company's first subscription program management function across Latin America.
Responsibilities:
- Serve as primary point of contact and trusted advisor for existing subscription customers
- Build multi-threaded relationships from day-to-day users to senior decision-makers
- Develop and maintain account plans linking customer objectives to OpenFn's value
- Plan and lead Quarterly Business Reviews and regular check-ins
- Understand the OpenFn platform and each customer's 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 involve specialists when needed
- Own gross and net retention, renewals, renewal forecasting, and renewal processes
- Identify at-risk accounts and lead recovery plans
- Pursue tier upgrades and cross-selling opportunities
- Negotiate renewals and expansions
- Ensure smooth handoff from sales and implementation to 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 work
- Manage escalations and coordinate issue resolution
- Establish program management playbooks, cadences, and health scoring
- Maintain CRM account data, activities, and forecasts and report retention/growth metrics
- Help migrate customers from legacy project 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 and ability to learn how a product works
- 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 data-informed account health and forecasting
- Fluent, professional-level English communication skills
- Fluency in Spanish, in addition to English
- Ability to work from home or a shared office space with fast, stable internet
- Preferably located in a country in Central or South America compatible with Americas time zones
- Experience transitioning from project/services-based revenue to a subscription model preferred
- Technical background preferred, including integration tooling, data pipelines, or APIs
- Experience with government, NGO, public sector, digital public goods, or open source customers preferred
- Working knowledge of Salesforce or Odoo preferred
- Additional language skills such as French or Portuguese preferred
- Experience selling or delivering complex digital transformation, business process transformation, or data integration projects preferred
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
- Team meetups across Europe and Africa
- Exposure to industry and technology trends and digital transformation interventions in health, humanitarian, and government sectors
- Opportunity for leadership and advancement
- Opportunity to shape company strategy and impact millions of lives through open source software
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