Program Manager – LATAM

• 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

• 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

• 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