Program Manager, French Speaking

• 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

• 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

• 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